Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
Teams decide who is scheduled together. They are not Support groups, and treating them as the same causes trouble.
Create one
- Open the teams in Workforce Management.
- Create a team and name it.
- Add the members.
- Set its location and hours.
- Check the forecast covers the work this team does.
Group by what you schedule together
People who cover the same demand, in the same hours, with the same skills. That is the unit a schedule is built for, and it does not always match a Support group.
Where they differ from groups
A Support group routes tickets; a workforce team plans people. Somebody can be in one Support group and scheduled with a different set of colleagues, and that is normal.
They are also maintained separately, so a change in one does not carry across.
Location matters
Hours, holidays and time zone come from the team's location. A team spread across countries and set to one location produces schedules that are wrong for most of them.
Split by location before splitting by anything else.
Keep teams large enough to schedule
A team of three cannot be scheduled meaningfully against a demand curve. Below about five, combine them and use skills to distinguish who handles what.
Review after any reorganisation
Teams go stale the moment people move, and a schedule built on stale membership staffs the wrong people. It is the first thing to check when adherence suddenly looks poor.
Comments
0 comments
Article is closed for comments.