Purpose Statement

The Call Shift Sorting System determines the order in which users are contacted for call shifts. It ensures a consistent, rule-driven ranking process based on defined sorting methods, tie-breakers, and optional work shift integration.

Background Information

Before any sorting logic is applied, users are always retrieved from the database in their natural order, which is ascending by user ID. Each sorting method then applies its own rules to determine the final contact order.

All sorting methods use the same base user dataset and may optionally incorporate call shift history, work shift data, manual adjustments, qualifiers, and rule hierarchies depending on configuration.

Required Permissions

• Scheduling – Access Scheduling
• Scheduling – Access Setup
• Scheduling – Update Call Shift Rankings
• Scheduling – Initiate Call Shifts

Information

Base User Retrieval (Applies to All Sorting Methods)

• Users are retrieved from the Personnel Module.
• Users are initially ordered by user ID 
• Base fields retrieved include:
  • User ID and public name
  • Hire date (listed as Start Date in the personnel record)
  • Secondary hire date
  • Hire date ranking
  • Rank ID
  • First name, last name, phone
  • Call shift notification method preferences

Hours-Based Sorting 

• Users are ordered by the total number of accepted call shift hours
• Hours are calculated using:
  • Accepted call shifts where they have been charged
    • Charging a user provides a ranking adjustment
  • Work shifts that are counted toward call shift ranking
  • Manual hour adjustments
• Sorting rules:
  • Primary: Total hours (ascending)
  • Tie-breakers (applied in order):
    • Hire date, secondary hire date, hire date ranking
    • Alphabetical last name, then first name
    • Last date worked
    • Rank order
  • The Tie Breakers can be adjusted using the Tie Breaker Builder

Work Shift Usage

• Work shift hours are added when the work type is set to count towards call shift ranking
• Work shift duration may replace call shift duration when linked and configured
• Work shift start times may be used for last date worked

Rotating Sorting 

• Users who accept a call shift move to the end of the list
• Sorting is based on the last accepted or responded time
• Sorting rules:
  • Primary: By last accepted time in ascending order
  • Users with no acceptance history appear first
  • Tie-breaker: Hire date

Work Shift Usage

• Work shifts can apply when the shift was created (when the user was assigned) or start time is used, depending on configuration
• Only work shifts that count toward ranking are included

Rotating Original Position Sorting

• Similar to rotating sorting, but preserves original order when users accept the same call shift
• Sorting logic:
  • If users accepted different call shifts:
    • Sort by last responded time(ascending)
  • If users accepted the same call shift:
    • Sort by last original position

Work Shift Usage

• Work shifts are not used in this method
• Only call shift response data is considered

Static Sorting 

• Users are always contacted in the same order
• Sorting rules:
  • Primary: Hire date 
  • Secondary: Secondary hire date
  • Tertiary: Hire date ranking
• Optional setting allows secondary hire date to be used as the primary field

Work Shift Usage

• Work shifts are not used
• Sorting relies only on personnel record fields

Manual Sorting 

• Allows administrators to manually move users after a base sorting method is applied
• Process:
  • A base sorter is applied first
  • Manual position adjustments are retrieved from the Call Shift Rankings page
  • Users are moved to specified positions
  • Other users shift automatically
• Users already fixed in their target position cannot be moved

Work Shift Usage

• Determined entirely by the selected base sorting method

Best Practices

• Select a sorting method that aligns with departmental fairness policies
• Use hours-based sorting when workload equity is required
• Use rotating methods to ensure equal opportunity over time
• Apply manual sorting sparingly to avoid unintended ranking conflicts
• Review work shift configuration to ensure correct inclusion or exclusion

Troubleshooting & FAQs

Q: Why do users appear in the same order before sorting is applied?
A: Users are always retrieved in natural order by user ID before any sorting logic runs.

Q: Why are some work shifts not counted in ranking?
A: Only work shifts marked as counted toward call shift ranking are included, and shifts linked to call shifts may be excluded depending on configuration.

Q: Why did two users keep their relative order after accepting the same call shift?
A: This occurs when using Rotating Original Position Sorting, which preserves original ranking for users who accepted the same call shift.