SOT (Stream Operator Team) Manager¶
Who this is for: Stream Operator Team managers.
Time: ~7 minutes.
You'll need: the management.sot module for the core surfaces, plus a
grant per tool (management.sot.scheduling, management.sot.quiz_winners,
management.sot.pay_breakdown) — granted individually. Read
Department Managers — the basics first.
Everything in the manager basics guide applies to you — Time Validations and Leaves & Absences work the same way. This guide covers the SOT-only tools, centred on the Scheduling Hub.
The SOT management landing¶
Open Management and select the SOT tab.
Alongside the two basics you get:
- SOT Quiz Winners — submit SOT quiz wins on behalf of employees.
- Scheduling Hub — plot streaming sessions, staff each position, cover or cancel sessions.
- Pay Breakdown — read-only commission and coverage figures per cutoff.
1. Scheduling Hub¶
Open Scheduling Hub — the heart of SOT management. It has three tabs:
- Calendar — plot streaming sessions and staff each position.
- Overview — a weekly board of operator + model hours and availability.
- Operators — designate who can be scheduled.
Designate your operators first¶
Open the Operators tab. This is where SOT management decides who counts as a stream operator — a designation you own, separate from the P&C department/role setup. Only designated operators appear in the session and cover pickers, the availability list, and the hours board.
- Tick the Operator checkbox for each member who should be schedulable; untick anyone who never streams (back-office staff).
- Add an optional note per person (e.g. "No night shifts") — it also shows on the Overview board.
- Search by name or code; the list is paginated (50 per page).
Your existing team starts fully designated, so nothing breaks — just untick the people who aren't operators.
New SOT members start ticked. Someone who joins the SOT department is an operator straight away, so you don't have to remember to tick them; untick them if they don't stream. People lent to SOT from another department (see below) start unticked, since being available isn't the same as streaming.
Someone you need isn't on the list? The tab shows people available to SOT, which normally means the SOT department. To borrow someone from another team — a Training member who streams, say — ask P&C to add SOT under Additional departments on that person's record. They'll then appear here for you to designate, while staying on their own team's payroll and code. See P&C admin → Additional departments.
Calendar¶
The Calendar tab is where you plot sessions. Switch between Month, Year, Cutoff, and Day views.
- The Cutoff view scopes to the selected pay period; the Day view drills into a single day's sessions.
- Each session in the Day and Cutoff lists shows its subscription
count next to the staffing count — see
Subscription counts below.
- New session opens a dialog: pick the model, date, timezone, and
start/end time, then staff each position — Stream Operator, Assistant
Operator, Trainee / Probationary, and Team Leader — and add optional
notes. Schedule session saves it.
- Add to Google Calendar (on by default) puts the session on the staffed operators' own Google Calendars and keeps it in step — see Google Calendar for stream sessions.
Reading the calendar in another timezone¶
Viewing in sets the one timezone the whole calendar is read in. It defaults to Manila and lives in the URL, so a week can be sent to someone "in your time".
Sessions move across days when you change it, and that is correct — an evening stream in Manila is the same morning in New York. What you are changing is the lens, not the session: each one still records the timezone it was scheduled in, and the session detail shows that one.
Any IANA timezone can be picked, here and when scheduling. The picker is searchable — type a city — and puts your own timezone first, then the everyday ones.
Creating a session from a day you clicked opens the form in the timezone you were viewing in, so the day you clicked is the day you get.
Opening a session while viewing in another zone adds a second line with the same times in that zone, so the grid and the dialog can't look like they disagree.
- Use the calendar to cover a session (reassign the operator) or cancel
it.
- Pay breakdown (top right) jumps to the read-only pay view.
When you pick an operator who's already scheduled that day, the form shows an amber note — an operator shouldn't be on more than one session a day.
Someone who's left SOT. If a session is staffed by an operator who has since moved to another department, they stay on it, shown as Name · left SOT. The session still saves; you can keep them or swap them out. You can't add someone who isn't available to SOT.
Who gets emailed. Saving, covering, cancelling and the other calendar changes show who Google will email before you click, and the button says it (Save changes · emails 2). See Who gets emailed about a change.
Covering a position (full or partial)¶
Open a session and Cover the Stream Operator position to substitute someone. Pick the substitute, and — if they only stepped in mid-stream — tick Partial cover and set the window they actually covered.
- Full cover (Partial unticked): the substitute is paid the shift's daily rate and the original operator is marked absent for the day.
- Partial cover (Partial ticked): pay is prorated to the covered hours — the substitute earns them and the original is docked them (no whole-day absence). Use Start of shift / End of shift to snap the window to the session's bounds.
Which timezone you are typing in. The dialog shows the shift it is bounding you to at the top, and says Times are in <zone> under the two fields. That is the timezone the session was scheduled in — not your own, and not whatever the calendar's Viewing in is currently set to.
A stream that crosses midnight. Times after midnight belong to the second day, and the dialog works that out from the shift rather than asking you. On an 8:00 PM – 2:00 AM shift, entering 12:00 AM to 02:00 AM covers the small hours of the next morning. The line beneath spells out the window you are about to save, with its date, so you can check it before you commit:
A time that falls outside the shift is caught here, naming the field, rather than failing when you save.
When you are reading the calendar in another timezone, each line gains the same times in that zone beneath it, so the grid and the dialog can't drift apart:
Actual stream window (after the stream). When you edit an existing session you'll see an Actual stream window with an actual start/end time. It starts equal to the scheduled times — but if the stream ran later or longer, correct the real times here. Coverage pay is prorated against this window, so keep it accurate for substitutes to be paid correctly. (It no longer affects subscriber commission — that's driven by the count CT records, not by times.)
Session staffing and coverage here are what drive each operator's coverage pay for the cutoff.
Operators on leave (urgent)¶
When someone working a session has a leave request (submitted or approved) covering that day, the Hub marks the session urgent. It doesn't matter which came first — the leave, or the schedule.
- In the calendar the session turns red in every view; hover it for who and why ("Johnny Roicy leave requested").
- Open the session for the details: an urgent banner, and a badge on the operator's row — Leave requested (still waiting for a decision) or On leave (approved).
- While staffing, the pickers label anyone on leave that day · on leave,
and picking them shows a red Urgent: leave on this day note — in the
session form and in the cover dialog.
Covering someone who is on leave that day is the other side of this. The dialog says so, and the mark-absent control is switched off: their approved leave already accounts for the day, so no absence is recorded and nothing is docked.
If the leave is only submitted, not yet approved, you get the warning but the box still works — an absence is recorded, and approving the leave later clears it.
It's a flag, not a block — you can still save. It clears on its own once the operator is no longer working that session (cover them, or restaff the position) or the leave is rejected or cancelled. "Working" means who'd actually be at the stream: a full cover clears the original operator; a partial cover doesn't, because they still work the rest of the shift.
Operators are warned too: when they pick leave dates that cover streams they're scheduled on, the leave form lists those streams (see Employee Dashboard → Leaves). And whoever approves SOT leave sees the same streams in the leave queue — see Manager basics → Approve leave.
Subscription counts¶
Open a session and you'll see a Subscriptions total — what that stream landed, and what its operators and team leaders are paid on.
The number is recorded by hand by a CT manager on their SO-OF Model Sub Count board. Nothing about it is automatic — the system has no way to count subscriptions on its own.
It's read-only here, on purpose. CT does the counting — they're the ones watching the chat during a stream — and SOT sees the result. If a session reads 0, that usually means nobody has recorded it yet; ask the CT manager rather than looking for a fault in the schedule. What you control is the staffing, which decides who the count is split between.
Overview board¶
The Overview tab is a read-out of what you've scheduled, week by week. Use the ‹ › arrows to move between weeks, This week to jump back, and Refresh to re-pull after edits.
It reads the same timezone as the calendar — whatever Viewing in is set to — and says so under the week heading: Days cut in Manila (GMT+8). Change the view zone and a session can move to a different week here, exactly as it moves to a different day on the calendar.
Operators & Team Leads — each operator's scheduled hours for last week, this week and next week (in that order, each column dated), plus their note.
- Find who's light or heavy. Set the filter to Under or Over, type a number of hours, and pick the week — the table narrows to just those operators and the count shows how many matched (e.g. 14 of 20). Clear resets it.
- Search by name, and click any column header to sort by it (click
again to flip). Hours sort highest-first.
- A red Double-booked badge flags anyone booked more than once on a day.
Covered hours follow the substitute (a partial cover splits them).
- A – means no hours that week. Click a note to edit it.
Models — the same three weeks of hours per model, with search and sort. Models with no hours in any of the three weeks are hidden until you untick Hide models with no hours.
Available operators — for each day of this week and next, who's not yet booked, as name chips with a count. Today is highlighted and past days are faded. Someone on leave that day isn't bookable, so they're shown struck through with on leave or leave requested instead of counted as free.
2. SOT Quiz Winners¶
Open SOT Quiz Winners to submit quiz wins on behalf of employees. Approved wins become payouts Finance sees at payroll.
3. Pay Breakdown (read-only)¶
Open Pay Breakdown for the same commission and coverage figures Finance sees for a cutoff.
- Choose the cutoff period.
- The figures come from the sessions and coverage you staffed in the Scheduling Hub, and match what lands on payslips.
- Tabs cover Commission, Coverage, and Subscribers:
- Read-only — if a number is wrong, fix the underlying session / coverage in the Scheduling Hub.
Troubleshooting¶
| Problem | What to do |
|---|---|
| An operator isn't in the session dropdown | Tick them on the Operators tab — only designated operators are selectable |
| Someone's on the board who shouldn't be | Untick them on the Operators tab |
| A session has no operator | Open the session in the Scheduling Hub and staff the position |
| Coverage pay looks wrong | Check who's staffed on each session for that cutoff; adjust in the Hub |
| Cancelled session still showing pay | Make sure it's cancelled (not just unstaffed) in the Hub |
| Can't find a past session | Switch the Hub to Cutoff or Year view |
| Quiz win not paid | Confirm it was submitted and approved before the period closed |
| A session's subscription count reads 0 | The CT manager hasn't recorded it yet. Nothing is counted automatically |
| A session shows a subscription count but paid nothing | The model may have stream commission switched off in the Models module — the count is still recorded, but it credits nobody |
| Subscription counts changed after payroll went out | They're only frozen once a payslip is finalized. Anything still in draft picks up the latest counts on the next Pull/Sync |