Change Your Team's Rotations
Time required: 2 minutes per change
Prerequisites:
Access to Captured Knowledge as a member of a team
To change the people in a rotation: the Administrator role, or Members can manage the people in rotations switched on for your team
To create, edit or delete a rotation: the Administrator role
Expected results: After reading this guide, you can make the everyday changes to your team's rotations yourself, for example when a colleague goes on holiday, without contacting CK.
This guide covers the steps only. How CK decides who gets a new case is explained in Round Robin Case Assignment.
Where to Find Your Rotations
Click My team in the sidebar and choose the Rotations tab. If you belong to several teams, the sidebar entry reads Teams: in your team's row, click the Rotations icon.
Who Can Change What
Administrators can make every change in this guide.
Members can change the people in rotations (add, remove, pause, resume and change activity levels) when an administrator has switched on Members can manage the people in rotations at the top of the Rotations tab.
Creating, editing and deleting rotations, and switching that setting, stay with administrators.
With the setting off, members see the rotations but can't change them.
If you see no Pause or Add member buttons, the setting is off for your team. This is a team choice, not a fault. Ask one of your administrators, shown with the Administrator chip on the Members tab.
Pause a Colleague (Holiday, Sick Leave)
Steps:
Find the colleague's row in the rotation.
Click Pause.
Result: The colleague receives no cases from that rotation, and their activity level is kept. Their row shows, for example, Paused (50 %).
To bring them back, click Resume in the same row. They continue at their previous level.
If the colleague is in several rotations, pause them in each one.
The last active member: CK asks you to confirm before you pause, remove or set to 0 % the last active member of a rotation. If everyone in a rotation is paused or at 0 %, the rotation assigns nobody, and the card shows New cases for this rotation are not assigned to anyone. Those cases stay unassigned until someone assigns them by hand.
Change Someone's Activity Level
Steps:
Open the ⋮ menu in the colleague's row.
Choose Edit level.
Enter a value from 0 to 100 under Activity level (%) and click Save.
Result: The colleague receives that share of the rotation's cases. Someone at 50 % receives half as many as someone at 100 %. The shares even out over time, not case by case.
0 % is not the same as paused: the colleague stays active in the rotation but receives no cases, and the row shows Active · 0 %. For a temporary absence, use Pause.
Add a Colleague
Steps:
On the rotation, click Add member.
Choose the colleague under Team member.
Set their Activity level (%) and click Save.
Result: The colleague receives cases from this rotation, starting with the next new case.
Remove a Colleague
Steps:
Open the ⋮ menu in the colleague's row.
Choose Remove and confirm.
Result: The colleague no longer receives cases from this rotation. Their existing cases stay with them.
Change Which Cases a Rotation Takes (Administrators)
Steps:
On the rotation, click Edit.
Change the fields you need and click Save.
The fields:
Issue categories: the issue categories the rotation takes. Select all and Clear help with long selections.
Outlook categories: Outlook categories that start with
ck-. Someck-names are reserved for CK and can't be used.Primary rotation: makes this the catch-all rotation for every case that no other rotation takes.
Assigns cases: switch it off to stop the rotation without deleting it. A switched-off rotation shows Off.
Rules CK checks when you save:
A rotation that isn't the primary rotation needs at least one issue category or Outlook category.
Two rotations can take the same issue category only if they take different Outlook categories.
When you make another rotation primary, the current primary rotation must keep something to do. If it has no issue category, no Outlook category and no case assignment rule, CK refuses and names it, for example: "Making this rotation primary would leave the current primary rotation Kundenservice with nothing routed to it: it has no Issue Category, no Outlook Category and no case assignment rule. Give Kundenservice a category, or delete it, first."
Create or Delete a Rotation (Administrators)
Create: click New rotation on the Rotations tab, fill in the form as above, then add colleagues with Add member.
Delete: click Delete on the rotation and confirm. Its members leave it, and cases are no longer routed to it.
A rotation that shows, for example, Used by 2 case assignment rules can't be deleted or made the primary rotation. If you need either, contact CK support.
When Changes Take Effect
Every change applies from the next new case. Cases that are already assigned keep their assignee.
Adding, removing, pausing or resuming a member, changing a level, and a member leaving the team restart the rotation's turns from the beginning. Renaming the rotation or changing its categories does not.
Related Articles
Round Robin Case Assignment - How CK decides who gets a new case
Team Roles: Admin and Member - Who can change your team and its rotations