Daily ROC Routine (generic process)

Daily ROC Routine (generic process) is the generic process card, GP-301, for the recurring daily cycle by which the real-time function of a workforce operation opens the operating day informed, monitors it in a fixed rotation, hands the watch between shifts or regions without loss, and closes it with a record the planning function can learn from. The five-phase method, pre-shift, shift open, active monitoring, shift close and post-shift, is documented in full on Daily ROC Routine and is not restated here; this card carries what a function needs in addition in order to catalog, localize, certify and automate the process: the L0 profile, the variant classes, the L3 job aids and the automation candidates. It is part of Process Standardization and sits under the real-time section of the function catalog in Anatomy of a ROC Standard.

The routine is the container the other real-time cards run inside: lever deployment (GP-302), adherence monitoring (GP-303) and threshold alerts (GP-304) each fire many times within one pass of it. What the routine owns is the frame: the clock, the rotation, the hand-off and the record. The pre-shift phase exists because an analyst without situation awareness meets every variance late.

Process profile

Local values are held by the deploying function and marked SET LOCALLY.

Field	Generic value
Card	GP-301 · local card id assigned by the standards committee at deployment
Class	real-time, in the catalog's four-class vocabulary (strategic · real-time · both · supporting)
Trigger	the operating clock: pre-shift opens at a fixed offset before the first monitored shift; each phase is clock-triggered; the rotation inside the active phase is interval-triggered
Cadence	every operating day; the rotation repeats at an interval the function sets (SET LOCALLY), tightening during an incident
Scope in	the five phases; the hand-off between shifts and regions; the plan-of-the-day; the shift log; the daily summary and trend log; the automation-layer health check
Scope out	the lever (GP-302); the adherence exception path (GP-303); alerts and escalation (GP-304); a declared incident (Incident Management for Contact Centers); the weekly review (GP-602)
Inputs	the previous shift's log; the operations calendar and collision calendar; the day's forecast, schedule and planned shrinkage; the alert catalogue; the automation rule registry
Outputs	the plan-of-the-day; the shift log; the hand-off record and its acceptance; the daily summary; trend-log entries; events proposed to the forecaster
Upstream	the published schedule; the intraday reforecast (GP-104); the rule registry of Level 3: The Automation Layer
Downstream	GP-302, GP-303 and GP-304, which run inside it; GP-602 (the daily summary); the forecaster (the day's events); post-mortem (the log)
Resources	a monitoring surface; the schedule system of record; an incident and ticket system; a shift log; one communication channel per supply node. Platforms are named at L3, never here
Decision points	at each rotation, does the plan hold (no action, a move inside guardrails, or a move that needs a higher tier)? is the hand-off complete and accepted? is a variance an incident?
Authority tier	tier 1, the real-time analyst, for the routine; tier 3, the ROC duty lead, for a plan-of-the-day sign-off where the function requires one and for the reduced intensity of an overnight watch; incident declaration follows the severity matrix
Risk and compliance flags	the hand-off is the highest-risk window of the day; the shift log is audit evidence; agent-level observations in it are employment data in several jurisdictions (Labor Law and Scheduling Compliance); once an automation layer runs, an unchecked layer is a risk the rotation carries explicitly
Variant-prone steps	the phase clock per supply node; the hand-off (shift-to-shift or region-to-region); the overnight intensity; the communication charter per supply node
Automation candidates	five sub-steps of the method page's checklists, every one ranked below

L1 and L2

The L1 flow is the five-phase day on Daily ROC Routine. That page carries each phase's sub-steps as checklists, which a deploying function copies into its L2 through Wiki:Packs/Process Decomposition and completes with the columns the method page leaves open: owning seat, duration, notification text, approver and join key. The hand-over order it recommends (status, watch items, changes made, open actions, forecast notes) is a fixed-order protocol of the kind the clinical hand-off literature found reduces information loss. Two conventions apply when the L2 is drawn. The boundary between a move inside guardrails and one that needs a higher tier is an L3 value (SET LOCALLY) belonging to GP-302, so the rotation step reads "evaluate against the guardrails" and no more. And the hand-off is two L2 rows: the outgoing seat writes and the incoming seat accepts, because a watch nobody accepted is unwatched.

Variants

Recorded per Standard and Variant in Process Documentation:

• Statutory. What a supply node's log may record about named agents is set by employment-data law and, in co-determination jurisdictions, by works-council agreement. Where the agreement limits the fields, the log layout is a parameter, SET LOCALLY. Where it requires agent-level observations to be held by the supply node's supervisors rather than the center, the post-shift reconciliation changes owner there and takes a variant row, approved by the function head on legal advice.
• Contractual. A partner contract naming the hours and seat through which the partner is reachable parameterizes the operations touchpoint (SET LOCALLY). One under which the partner runs its own routine and reports through an interface replaces the touchpoint with a reporting step and takes a variant row, reviewed at renewal.
• Structural. The generic hand-off is shift to shift in one room. A function whose watch passes between regions (follow-the-sun) hands off region to region: the hand-off rows gain a time-zone-stamped log and an acceptance by the receiving region's duty seat. This is a standing variant row, reviewed when the footprint changes, because it changes the owner and the position of the hand-off. A supply node with no overnight runs the phases on a shorter clock and takes no row.
• Transitional. A unit from a predecessor organization that keeps its own log format or severity rows maps them to the standard's under a row with an expiry at cut-over.

L3 register

Names only; the content is the function's.

Job aid	Anchored to	Form
The phase clock per supply node, with overnight intensity	all phases	work instruction
The pre-shift intelligence checklist and its sources	pre-shift	work instruction
The system-health validation list, including the automation layer	pre-shift	work instruction
The hand-off template, the acceptance record and the region-to-region form	shift open, shift close	work instruction
The monitoring rotation: order, refresh, what tightens it	active monitoring	work instruction
The communication charter per supply node	shift open, active monitoring	work instruction
The daily summary template and the trend log	post-shift	playbook
The watch when the monitoring surface or the alerting layer is down	active monitoring	runbook

Automation candidates

Flagged at L2 per Process Decomposition (L0–L3); released per class of action on a published catch rate per Human Gates and Number Grades, never on a maturity label. The classes are those of Expanding Intraday Automation: trigger, notify, offer, action. The list is ordered by how easy that catch rate is to publish.

1. The system-health validation (pre-shift): deterministic checks against known endpoints; first, because a seeded fault is either caught or missed.
2. The interval variance record (active monitoring): the monitor role of Real-Time Agents writes actuals against reforecast and schedule each interval; trigger class; ranks after 1 because a seeded variance must be placed in live data rather than at an endpoint.
3. The daily summary draft (post-shift): in-plan and out-of-plan intervals, incident count and automation-health figures, computed; ranks after 2 because it is assembled from the interval records and inherits any miss in them.
4. The hand-off draft (shift close): status, watch items, changes made and open actions, assembled from the log; ranks after 3 because its verifier is the incoming seat's acceptance, so the catch rate needs an outcome record rather than a seeded input.
5. Event proposals to the forecaster (post-shift): the day's outages, releases and external events, each with an effect window; offer class; ranks last because its verifier is the forecaster, outside the real-time function.

The hand-off acceptance is never a candidate: it is the act by which a person takes the watch. Nor is the rotation as a whole, because the routine builds the competence the analyst needs on the day the automation cannot cope; an operator left with only the cases the machine could not handle, and deprived of the routine that trained them, is worse placed than before.

Maturity Model Position

Four scales on this wiki use the word level; the launch page states which is which. On the WFM Labs Maturity Model™ a function that runs the five phases on a published clock is at Level 2. The method page allows a Level 2 hand-off to be informal; this card sets a higher bar, because a standard cannot certify a hand-off it cannot read: a documented, accepted hand-off is the Level 2 criterion for certification. A function whose rotation carries the automation-health check and has released the first two candidates above on a published catch rate is at Level 3. One whose analyst's log holds only interventions, every routine interval being machine-written, is at Level 4.

See Also

• Process Standardization — the hub and the inventory this card belongs to
• Daily ROC Routine — the method: five phases and their checklists
• Real Time Analyst Role and Responsibilities — the seat that owns most steps
• Integrated Global Resource Optimization Center — the multi-region form the follow-the-sun variant serves
• Decision Authority Tiers in Workforce Operations — the tiers named in the profile
• Runbooks, Playbooks and Work Instructions — the three L3 forms in the register
• Standard and Variant in Process Documentation — how the variants above are recorded
• Wiki:Packs/Process Decomposition — the pack that localizes this card (CP-OPS-001)