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Route optimization

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Route optimization

Optimizing task routes reorders agent tasks for the day as efficiently as possible using either geolocation or straight-line estimation.

An agent task route is optimized when an agent has fewer than 15 tasks assigned to be completed in a day. Route optimization takes all those tasks and the agent travel time into consideration and then reorders the tasks to provide the optimal route to execute those tasks. If an agent has more than 15 tasks to be executed in a day, the system auto-routes the tasks based on the next closest location where the agent has to execute the task.

Note: If an agent has more than 200 tasks assigned to be completed in a day, auto-routing will fail and the system displays a message describing the error.
The system takes the settings for the following properties into consideration to evaluate auto-routing or for optimizing the task route for an agent:
  • Amount of time (in minutes) to add between the end of a task and the travel start of the next.
  • Allow toll roads to be used.
  • Use Google Maps API for travel time estimates.

    If this property is enabled, the system uses Google Map API, which uses real-time positioning for travel time estimates. You must set the Google Maps API key and the client ID to use Google Maps API for Business. If this key is not set, the system uses straight-line estimates that have built-in time and distance estimates based on latitude and longitude.

  • Default start time for all work agents if no schedule is specified.
  • Default end time for all work agents if no schedule is specified.
  • Percentage to add to all travel times.
  • Percentage to add to rush hour travel times.
  • Morning rush hour span.
  • Evening rush hour span.
If the values for these properties are defined in the Field Service Management application properties, those values are used. If not, the values for the properties defined in the Geolocation application properties are used. If no values are defined in either of these application property settings, the default value is used.

The system also takes the agent schedule and agent time-off into consideration to optimize task routes.

If a task cannot be optimized because the task location is impractical or missing or if the task window cannot be scheduled, the system displays a message with a reason that the task could not be routed. It then returns the task to the Pending Dispatch state.

Automatic execution of route optimization

You can set a scheduled job to optimize agent task routes for a given day. The Optimize Task Routing scheduled job is inactive by default. When you set the Active field for this scheduled job to true, the job runs everyday at 3:00 am system time. The scheduled job considers the tasks assigned to or accepted by agents on the current date and automatically optimizes the routes for those tasks.