On-Call Schedules

On-call schedules

On-call schedules define which agent is responsible for a department’s incoming tickets during a given time window. You manage schedules and their rotations from the Schedules tab on the On-Call page.

How it works

1. You create a schedule for a department, giving it a name and timezone.
2. You add rotations to the schedule, each assigning an agent to a start and end date.
3. When a ticket arrives for that department, Auxilium checks which rotation is currently active and routes the ticket to the on-call agent.

Navigating the Schedules tab

Go to Team > On-Call and select the Schedules tab. The schedules table displays expandable rows with the following columns:

Click any row to expand it and reveal the On-Call Rotations subtable for that schedule.

Creating a schedule

1. Click the Add Schedule button above the table. The Create Schedule dialog opens.
2. Fill in the fields:
   • Name – a human-readable label (e.g. “Weekend Coverage”, “Weekday Primary”).
   • Department – select the department this schedule covers from the dropdown.
   • Timezone – enter or select an IANA timezone identifier (e.g. America/New_York, Europe/London).
3. Click Create to save.

The new schedule appears in the table and can be expanded to add rotations.

Managing rotations

Rotations are the individual shifts within a schedule. Each rotation assigns a specific agent to a time window.

Viewing rotations

Click a schedule row to expand it. The On-Call Rotations subtable shows:

Adding a rotation

1. Expand the schedule row and click the Add Rotation button inside the rotations subtable.
2. Fill in the Add Rotation dialog:
   • Agent – select the agent from the dropdown.
   • Start date – pick the date and time the rotation begins.
   • End date – pick the date and time the rotation ends.
3. Click Add to save.

The rotation appears in the subtable immediately.

Deleting a rotation

Click the delete action on a rotation row to remove it. The agent is no longer on call for that time window.

Example: weekly rotation

A common pattern is to create one schedule per department and add daily rotations that hand off between agents.

Create one rotation per day, selecting the appropriate agent and time window in the Add Rotation dialog.