Rotation Rules

Rotation rules let you automate a rotation of shifts based on weekly rules for your employees.

Let's say you have two weekly rules:

  • Rule One has 3 morning shifts and 2 evening shifts.

  • Rule Two has 2 morning shifts and 3 evening shifts.

Now, you decide that you want each of these rules to run for a week before rotating.

Employees assigned to Rule One will work 3 mornings and 2 evenings. Those assigned to Rule Two will work 2 mornings, and 3 evenings. After a week, they'll switch and work the opposite schedules.

You can add several weekly rules to a rotation, with the cycle starting over at the end of the week. This enables you to balance out shifts evenly between different employees.

Employees are added directly to the weekly rules, not the rotation rules.

To create a rotation rule:

  1. Click the app selector and select WFM.

  2. Go to Setup > Rotation Rules.

  3. Click New Rule.

  4. In the Create New Rotation Rule window, enter the rotation rule name, and description.

  5. Select which Weekly Rules to include from the dropdown list, or click New Weekly Rule to create and add a new one.

    Keep in mind:

    • You can only use Multi-Skill Scheduling Rules to create rotation rules.

    • You can't use a weekly rule in more than one rotation rule.

    • You can't use a weekly rule that is already in use for scheduling.

    • Weeks Before Rotation is how many weeks each weekly rule will run for the employees assigned to it before rotating to a new rule. The number of Weeks is always 1.

  6. Drag and drop the rules listed in the grid to reorganize the rotation order.

  7. When you're done, click Save.

    When you generate a schedule, agents will be assigned shifts based on the weekly rule they are currently assigned to in the rotation rule. At the end of the rotation, the scheduler advances the employees to the next weekly rule in the rotation.