How to Use Round Robin Scheduling

The Round Robin method assigns shifts by rotating through agents, ensuring fair distribution without favoritism. Each agent takes a shift and then moves to the back of the line, allowing everyone an equal chance to work at various times. This approach is often used to distribute less desirable shifts across the team, like weekends or late nights.

Agents rotate through Round Robin shifts in addition to their regular shifts, overriding any previously scheduled shifts. Time off in lieu may also be scheduled in place of a regular shift.

Let's dive into the details. 

Who can use this

Dialpad WFM is available to all Dialpad users and as standalone product.

Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.

Create a round robin

Round-robin scheduling can be added to both existing and new Shift Plans.

To create a round-robin, head to the Shift Plans section of Dialpad WFM.

1. Select the shift plan you want to add round-robin scheduling to

2. Select Shift Patterns
   

3. Select Add round robin
   

4. Select Get started

5. Name your Round Robin, then select Next

6. Select the agents and/or teams you want to be included in the Round Robin

7. Select Next

8. Choose which day(s) of the week you want the Round Robin to be applied to

9. Select the shift and how many agents you need to work this shift

10. Choose if you’d like to give a day in lieu (optional)

    • This is helpful to keep agents within their contracted hours and to provide adequate rest time.
    • You can choose for time off in lieu to be scheduled on the same week or the following week.

11. Select Save
    

12. Add another shift, or select Next

13. Add additional rules to control how shifts should be scheduled (optional)

    • For example, when it's an agent's turn in the Round Robin, they should work the Saturday shift and the Sunday shift.
    • Rules can only be applied when scheduling 2 or more shifts.

14. Review, then select Save

Note

If you delete a Round Robin shift from the schedule, the system will automatically remove their time off in lieu.

Frequently asked questions

How are Round Robin shifts scheduled?

When you apply a Shift Plan, the created shift patterns and Round Robins will be scheduled.

Round Robin shifts and time off in lieu take priority over shift pattern shifts. This means they will overwrite and replace these shifts.

Tip

In the schedule, Round Robin shifts are marked with a rotating emoji 🔄 and time off in lieu is marked with a sleepy emoji 😴.

What happens if an agent is on holiday or sick when it's their turn?

If an agent is off work when it's their turn to work a Round Robin, their time off booking will overwrite the Round Robin shift or time off in lieu. A conflict will be shown in the schedule to alert you to this change.

The shift will not be automatically reassigned and will not affect the order of the Round Robin.

Should I use a Round Robin or a rotating shift pattern?

Round Robins are best when rotating 1 or 2 additional shifts to the standard shift patterns agents work week to week.

For example:

• A weekend shift

• A late night shift

• A very early shift

If you are rotating a large number of shifts, or a week-long shift pattern, we recommend creating a rotating shift pattern to provides more control over the staffing and shift allocation.

How is the order of the rotation determined?

If no rules are added, the system will create a rotation that ensures the largest time between turns for agents.

How can I ensure the Round Robin continues when applying shift plans?

When you apply a Shift Plan, the Round Robin will continue for the period you applied it for.

e.g. If you apply a Shift Plan from Jan 1 - Mar 31, the Round Robin will rotate 12 times in this period.

To ensure continuity when applying Shift Plans across different periods, apply your Shift Plans 'back-to-back'. This means applying the Plan to consecutive periods, for example, if you apply a Shift Plan from Jan 1 - Mar 31. I then apply my Shift Plan from Apr 1 - July 30. Because these dates are consecutive, the order of the Round Robin will continue across all 24 weeks.

What happens if I add someone new to the rotation or remove someone?

If the agents included in the Round Robin change, the order of the Round Robin will regenerate to accommodate the new agents.