Scenarios for on-call teams taking 'time-to' thresholds into account
There are many configuration options for on-call teams, resulting in different scenarios for back-office staff.
The following examples represent some possible scenarios for on-call teams. Some of them take into account threshold configurations for the various 'time-to' criteria.
Be aware of the following:
• If the moment the work order is added (Reported on field) is within working hours, or
• if the 'time-to' criterion falls within working hours, or
• if there are any working hours in between those two moments,
the work will always the responsibility of the 'regular' team. Regular working hours are displayed as blue blocks in the examples. An on-call team will not be assigned to the work order in these cases.
The on-call team is only assigned if the moment of adding the work order and the 'time-to' criterion both fall in an uninterrupted, non-working period. These are the orange blocks in the examples.
 | Although it is unlikely that you will configure thresholds on all 'time-to' criteria for a single on-call team, the following cases give an example of each (TTR, TTA, TTF and TTC) and one example where no thresholds apply. |
In case 1, there is an on-call team linked to the regular team that is linked to the allocation agreement. There are no 'time-to' thresholds configured. So the handover from regular team to on-call team is clear-cut and there are no transition periods.
In case 2, a threshold is defined for the 'time to respond', with an additional transition time of 15 minutes at the start of the regular team's shift and 30 minutes at the end. The regular team is responsible for responding to the issue in the blue time blocks.
In case 3, a threshold is defined for the 'time to attend', with a transition time of an additional 45 minutes at the start of the regular team's shift and 45 minutes at the end. The regular team is responsible for attending to the issue in the blue time blocks.
In case 4, a threshold is defined for the 'time to fix', with a reduced transition time for the regular team of 15 minutes at the start of the shift and of 30 minutes at the end. The on-call team is responsible for fixing the issue in the orange time blocks.
In case 5, a threshold is defined for the 'time to complete', with an additional transition time for the regular team of 60 minutes at the start of the shift and a reduced transition time of 60 minutes at the end. The regular team is responsible for completing the order in the blue time blocks, while the on-call team is responsible for completing the order in the orange time blocks.