Case 00410

Shift Scheduler

Overview

This skill manages staff scheduling queries and shift-related requests. It reads schedule data from the configured source and routes requests to the appropriate manager for approval.

Depends on: Staff list + schedule data from Step 02 / Step 05 config. Configured in: skills_config.shift-scheduler

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Data Source Options

Source	Config Value	Setup
Google Sheets	"google_sheets"	Share link in config
Excel/CSV file	"file"	Path to schedule file
WeCom Calendar	"wecom_calendar"	WeCom API integration
Manual input	"manual"	Manager pastes schedule text

Reference: schedule-formats.md

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Query Types & Responses

"我今天几点上班？"

1. Identify the asker (match to staff list by WeCom ID or name)
2. Look up today's shift in schedule data
3. Return: shift start/end time + location (if multi-floor/location)

张三，你今天的班是：
  📍 收银台  10:00 – 19:00（含1小时午休）
  搭班同事：李四、王五

"今天谁在当班？" (Manager query)

今日在班人员（[date]）：
  早班 (09:00-17:00)：张三、李四
  晚班 (14:00-22:00)：王五、赵六
  值班店长：王经理

"我想换班" (Swap request)

1. Confirm: who wants to swap, which shift, with whom (or open request)
2. Check if target staff is available (not already scheduled)
3. Submit to manager for approval (L1)
4. Notify both parties of outcome

"我想请假" (Time-off request)

1. Confirm dates and reason (optional)
2. Submit to manager (L2 — always needs approval)
3. Check if replacement coverage is available; flag if not
4. Track request status; notify when approved/denied

Proactive Shift Reminders

Send 12 hours before shift starts (configurable via remind_before_hours):

⏰ 上班提醒

张三，明天 [date] 你的班是：
  10:00 – 19:00（[location]）
  记得准时到岗～

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Swap Request Flow

员工申请换班
    ↓
检查被换员工排班（有无冲突）
    ↓
发送 L1 确认给店长
    ↓
店长确认 → 更新排班表 → 通知双方
店长拒绝 → 通知申请人 + 给出原因
    ↓
记录换班历史（避免频繁换班模式）

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On-Call Routing Integration

The shift schedule drives escalation routing in complaint-handler and inventory-query.

When an escalation fires:

1. Check current time against shift schedule
2. Route to whoever is listed as on-duty manager for this time slot
3. If no on-duty manager found: fall back to off_hours_contact in permissions_config

This ensures L2/L3 alerts always go to the right person, not just a fixed manager ID.

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Schedule Update

When manager pastes or uploads a new schedule:

1. Parse it using scripts/parse_schedule.py
2. Validate: no double-booking, all shifts covered, no gaps > 2 hours during open hours
3. Confirm with manager before activating
4. Archive previous schedule

Script: scripts/parse_schedule.py — parses Excel/text schedule into structured JSON. Reference: schedule-formats.md