Example: Creating a Work Plan for a Customer Support Team

This example walks through creating a complete work plan for a team of people working a standard five-day week with two fixed shift options and a two-week rotation. It illustrates how all four tabs of the work plan configuration relate to each other.

For full reference documentation, see Managing Work Plans.

Scenario

The contact center operates Monday through Friday. People work eight paid hours per day and 40 paid hours per week. The following two shift windows apply:

Early shift – Starts at 07:00, based on the Early Morning shift template.
Late shift – Starts at 14:00, based on the Afternoon shift template.

People rotate between the two shifts every week. A maximum of five consecutive working days is permitted. Weekends (Saturday and Sunday) are days off, with exactly two consecutive days off per week.

Configuring the Work Plan Tab

Fill in the global settings on the Work plan tab as follows:

Field	Value
Work plan name	`CS Team – 2-Week Rotation`
Effective date	`2026-05-01`
Minimum time between shifts	`11 hours`
Number of weeks	`2`
Weekend definition	`Saturday, Sunday`
Max consec. work days	`5`
Contracted paid hours / day	`8h`
Contracted paid hours / week	`40h`
Maximum paid hours / week	`44h`
Overtime (week level)	Enabled

Overtime behavior: Only the highest-level enabled Overtime checkbox takes effect. With Overtime enabled at the week level, hours scheduled beyond 40 h per week (up to 44 h) are counted as overtime. Enabling Overtime at the day level alone has no impact.

Configuring the Shifts Tab

Add two shifts on the Shifts tab.

Shift 1 – Early

Fill in the following fields for the Early shift:

Field	Value
Name	`Early`
Shift template	`Early Morning`
Select week	`Week 1 only`
Start time	`Preferred`
Flexible setup	Disabled

Shift 2 – Late

Fill in the following fields for the Late shift:

Field	Value
Name	`Late`
Shift template	`Afternoon`
Select week	`Week 2 only`
Start time	`Preferred`
Flexible setup	Disabled

Rotation mode: Because both shifts have Flexible setup disabled, this work plan operates in Fixed mode. The autoscheduler assigns each person exactly the days mapped in the Rotation tab and does not place shifts freely.

Configuring the Rotation Tab

Because Number of weeks is set to 2, two week sections appear in the Rotation tab.

Week 1 – Early Shift Active

Assign the Early shift to Monday through Friday, and leave Saturday and Sunday unassigned:

Mon	Tue	Wed	Thu	Fri	Sat	Sun
Early	Early	Early	Early	Early	–	–

Set the following day-off values for Week 1:

Min days: 2, Max days: 2
Min consecutive: 2, Max consecutive: 2

Week 2 – Late Shift Active

Assign the Late shift to Monday through Friday, and leave Saturday and Sunday unassigned:

Mon	Tue	Wed	Thu	Fri	Sat	Sun
Late	Late	Late	Late	Late	–	–

Set the following day-off values for Week 2:

Min days: 2, Max days: 2
Min consecutive: 2, Max consecutive: 2

The day-off settings ensure the auto scheduler treats the weekend as exactly two consecutive days off each week.

Assigning People

Use the Teams filter to select the Customer Support team.
Select all people who should follow this rotation.

People who already have a work plan with an effective date of 2026-05-01 are greyed out in the list. Their existing work plan must be updated or removed before they can be assigned here.

Validating and Saving the Work Plan

Click Validate work plan.
Confirm that no red badge counters appear on any tab header.
Fix all reported errors.
Click Save.

The new work plan appears in the list and takes effect on 2026-05-01. From that date, the auto scheduler applies the two-week rotation when generating schedules for the assigned people.

Key Points Illustrated by This Example

This example demonstrates several non-obvious behaviors described in the Managing Work Plans reference page:

Rotation mode is determined by shift configuration, not a separate setting. Both shifts have Flexible setup disabled, which places the work plan in Fixed mode. If either shift had Flexible setup enabled, the plan would switch to Hybrid mode.
Only the highest-level enabled Overtime checkbox counts. Overtime is enabled at the week level, so the week-level maximum of 44 h defines the overtime budget.
Day-off settings are configured per week in the Rotation tab. Each week section has its own Day off button. Both weeks use identical settings in this example, but the values can differ, for example, if Week 2 allowed three days off during a public holiday period.
The Select week field on the Shifts tab controls which rotation weeks a shift is active in. Setting Early to Week 1 only and Late to Week 2 only drives the alternating schedule. Each shift template is used only in its designated week.