Auto-routing

Auto-routing reorders agent tasks for the day as efficiently as possible using either geolocation or straight line estimation.

Properties are used to configure system estimates by adjusting:
  • Travel time between tasks.
  • Task windows that are either fixed or flexible.
  • Task dependencies that require the completion of a prerequisite task.
  • Toll road routing that is either enabled or disabled.
  • Rush hour and other specified time buffers.

If a task cannot be auto-routed because of an impractical or missing location or because the task window cannot be scheduled, the system displays a message advising that the unroutable task was not included in the new sequence. Dependent tasks cannot be auto-routed if the routing would produces a circular relationship. The system returns any unroutable task to the Pending Dispatch state.

Google Maps API for Business

Geolocation uses Google Maps API for Business to calculate the most efficient route between tasks, using real-time positioning.

To use geolocation, you must provide a Google Key and client ID. For more information, go to Google Maps API for Business.

Straight line estimates

If you do not have Google Maps API for Business, the system uses built-in time and distance estimates based on latitude and longitude to determine the best route for the agent.

Routing restrictions

Certain general restrictions apply to auto-routing.

  • If you attempt to auto-route more than 200 tasks, routing fails and the system displays a message describing the error.
  • If a task cannot be auto-routed because of an impractical or missing location, or because the task window cannot be scheduled, a message is displayed advising that the unroutable task was not included in the new sequence.
  • Dependent tasks cannot be auto-routed if the routing would produce a circular relationship.
Note: The system returns any unroutable task to the Pending Dispatch state.