Once schedules have been created, the system considers all these factors in calculating availability. It uses the response time and the coverage days and hours of the service type providing coverage to determine the call’s next status date and time. Using this date, it looks for engineers who are available to work.

Based on the business scenario we listed before, only the two engineers who are on call will have any availability. To make scheduling work, you must ensure that your schedules correspond to the coverage you provide. For example, if you specify holiday coverage on your service types and engineers do not normally work on holidays, you should ensure that you have on-call coverage for them.