Dynamic scheduling

Use dynamic scheduling to assign tasks to field service agents. Select and prioritize a list of tasks, provide assignment recommendations based on selected criteria, and auto assign tasks.

Dynamic scheduling provides schedule optimization, allowing dispatchers to auto assign tasks and adapt to changing conditions, as well as to focus only on exception cases. Using this advanced tool for task assignment, you can:
  • Select a set of tasks for scheduling.
  • Prioritize the tasks in the set based on ordering rules (for example, assign P1 tasks first).
  • Use ordering rules and unassignment constraints to unassign previously assigned tasks in order to allow the assignment of higher priority tasks.
  • Use selection criteria, such as agent skills and travel time, to select agents.
  • Re-assign tasks for agent time off

System administrators can configure task filters and ordering rules to specify how and when tasks are assigned and unassigned. Dispatchers can use dynamic scheduing to automatically assign tasks as they are created and unassign tasks as needed to accommodate higher priority tasks. Dispatchers can also select multiple tasks and use dynamic scheduling to optimize the task assignment.

Dynamic scheduling can run in one of two modes: manually or automatically. For manual operation, dispatchers select a set of tasks and then click Auto Assign to prioritize and assign the tasks. For automatic operation, dispatchers can choose to run dynamic scheduling immediately upon task creation or at a specified interval. Using task filters you can identify some tasks to be assigned manually while others can be set up for auto assignment.

Agent schedules

When an agent creates a time-off event in the agent calendar, the tasks assigned to the agent during the time-off event are reassigned to other agents based on availability.

Configure dynamic scheduling

Follow these steps to configure the dynamic scheduling feature.

  1. Configure the Field Service Management application to use dynamic scheduling.
  2. Create or modify a dynamic scheduling configuration.
    1. Select the task table on which to run dynamic scheduling and enable or disable the task unassignment option.
    2. Create a task filter.
    3. Create one or more task ordering rules.
    4. If needed, define any task unassignment constraints.