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Service Desk 2.0 / Employees schedule

Employees schedule

In the Service Desk 2.0 solution, you can create a schedule and track employee working hours.

To create a work schedule for employees, define working hours and breaks as working and non-working activities.

An activity is a type of action performed by an employee at their workplace. Activities can include, for example, work, meetings, lunch breaks, etc.

Activities are distributed throughout the day in the form of work shifts. Shifts can be organized in cycles or distributed by days of the week. This is how the employee work schedule is formed.

Scheduled shifts are displayed in the Employee Schedule calendar. In this app, employees can check their working hours, while department managers can see upcoming employee shifts.

During the day, the operator changes the activity on the main page of the ServiceDesk workspace. Current and completed activities are marked on the Employee Activity calendar. This app can be used to monitor the time spent by an employee on a specific activity. The manager can view the activities of all department employees.

This allows the operator to plan their working day using the Employee Schedule app and track the completion of work activities in the Employee Activity app.

The manager can view all work shift options and the schedule of all company employees, as well as the ratio of planned and actual time worked for the period, in the Activities report.

Configure employee schedules

In order for operators to record their activities and plan their working hours, the following settings must be configured:

  1. The administrator must configure the Service Schedule settings in the System apps workspace to specify the company’s working hours on weekdays, weekends, and holidays.
  2. Activities. The responsible employee creates different types of operators’ working and non-working activities that will be recorded throughout the day.
  3. Shift Types. It allows the responsible employee to create and store variants for operators’ work shifts in order to draw up work schedules. The shift distributes the time for working and non-working activities by the hour throughout the day.
  4. Time Zones. The responsible employee creates a record indicating the UTC offset in hours so that the schedule and SLA standards take into account the time of the operators’ geographical region. The time zone is indicated in the employee work schedule.
  5. Work Schedule. The responsible employee can create different work schedule options for operators. These can be individual schedules or schedules for the department. The schedule is formed based on the company’s working hours and the operators’ work shifts.
  6. The administrator selects the department employees in the Internal users app of the System apps workspace and assigns them a work schedule.
release-finish.html schedule-activity.html