Smarter Week

How to automate it

How to automate “build the rota and cover shifts”

Here is the best way to spend less time on this, best first. Each comes with steps you can follow today.

60 min
typically, once a week
55%
of the time can be automated
Some setup
to set up

Fix 1 of 1

Software feature

Build the rota from forecasted volume in a scheduling tool

Assembled, Zendesk WFM, Playvox WFM or Deputy forecast ticket volume, build shifts to match and handle swaps, so you stop rebuilding the spreadsheet.

Typically saves about 50% of the time4 h to set up
  1. 1Export the last three months of hourly ticket and call volume.
  2. 2Load it into a workforce tool (Assembled, Zendesk WFM, Playvox, Deputy or Shiftboard).
  3. 3Set coverage targets and agent preferences.
  4. 4Let agents swap shifts in the app with your approval.

Tools: Assembled · Zendesk WFM · Playvox WFM · Deputy

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Support Team Lead / Manager

HourLeak · the 8-minute work audit

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Other common tasks for Support Team Leads / Managers