Shift scheduling for support centres and NOC teams · Mishmarotix
Round-the-clock cover, on-call rotations, handover between teams and coverage by the hour, for support desks, NOCs and control rooms.
Round-the-clock cover, on-call rotations, handover between teams and coverage by the hour, for support desks, NOCs and control rooms.
Coverage by the hour, not just by the day
In a support centre the question is not who works on Tuesday but how many people are on the line at three in the afternoon. The coverage view shows how many people are assigned for every hour, so a gap between the morning and evening shifts shows up before it happens.
With the Staffing demand and counters package you set how many people each job needs each day, and every cell of the rota shows assigned against required.
On-call
A shift can be marked as on-call. Tonight's on-call engineer appears on the rota beside the people actually working, and everybody knows who to phone when something goes down.
Shift handover
The outgoing shift writes a handover note with a severity: info, warning or critical. The incoming shift sees it and confirms they have read it, so an open incident does not disappear at shift change.
Tiers, certificates and fairness
NOC roles in three tiers are ready from the first day, and any role can require a certificate. Assigning somebody who lacks it is flagged.
With the Smart auto-fill package the product fills open shifts from availability, balances hours between people and respects rest between shifts. What it builds stays a draft until you have checked and published it.
Ready on the first day
- Job titles ready to use: NOC Tier 1, Tier 2, Tier 3, on call and shift lead, each with a starting pay rate.
- Handover, on-call, coverage, time clock, swaps and time off are on.
- A pattern of three 8-hour shifts or of two 12-hour shifts.
Packages worth a look
Some of what this page describes is an add-on package. Each one can be added at any time from the billing screen, and removed just as easily.
- Smart auto-fill: Builds the schedule from availability, balances hours and respects rest rules.
- Availability by shift type: A morning/evening/night grid against the week, and the whole team's availability in one picture with a count per day.
- Staffing demand and counters: How many people each job function needs each day, assigned against required in every cell, and a demand forecast from takings.
- Advanced reports: Labor cost, actual vs planned, overtime and CSV export.
- API & webhooks: Integrate with BI, ITSM and support platforms.
- Compliance and payroll lock: Labour-law alerts — overtime, rest between shifts, six consecutive days — and a payroll month lock enforced on the server.
Can the rota connect to our own systems?
Yes, with the API & webhooks package. Every employee can also subscribe to their own shifts in the calendar on their phone.
How are night shifts handled?
Night shifts are marked separately, and the product warns about too little rest between shifts before the rota is published.
Does each team see only its own rota?
Yes. Each department has its own rota, and a department manager sees and runs only their own team.