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    • Field Service Management
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    Home Paris Field Service Management Field Service Management Scheduling and dispatching agents Dynamic scheduling

    Dynamic scheduling

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    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 scheduling 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.
    3. Enable the agent to travel outside of work hours.

      When you allow agents to travel outside of work hours, dynamic scheduling allows the agent to start traveling before the scheduled work start time and complete travel after the scheduled work end time.

    • Activate dynamic scheduling

      Activate the dynamic scheduling feature by activating the Field Service Management plugin (com.snc.work_management).

    • Dynamic scheduling system properties

      Dynamic scheduling uses the following system properties.

    • Dynamic scheduling task dependencies

      Dynamic scheduling uses task ordering rules to prioritize the list of tasks to be assigned. Where applicable, task dependencies override the task ordering rules.

    • Configure Field Service Management to use dynamic scheduling

      Configure the Field Service Management application to use dynamic scheduling as the task assignment method.

    • Create a dynamic scheduling configuration

      Create a new dynamic scheduling configuration or modify the configuration provided with the Field Service Management application.

    • Select and assign multiple tasks

      Dispatchers can manually select multiple tasks on which to run dynamic scheduling.

    • Assigning preferred agents to work on tasks

      Preferred agents are agents who are most familiar with the context of tasks they've been assigned and are preferred by customers. For example, they could be agents who work on-site at a customer premise or are associated with the customer contracts or entitlements.

    • Prevent assignment of work order tasks to excluded field service agents

      Prevent the dynamic scheduling of work order tasks to excluded field service agents. Administrators or dispatchers can manually assign work order tasks to excluded agents, if required.

    • Display the task assignment debug log

      Display information from the task assignment debug log in the Confirm Assignment pop-up window.

    • View an agent's status in Central Dispatch

      Use Central Dispatch to see if an agent is ahead of schedule, behind schedule, or on time.

    • Set agent status from the mobile UI

      Field service agents can indicate their status from the mobile UI and let dispatchers know if they are ahead of schedule, behind schedule, or on time.

    • Set agent status from the desktop

      Field service agents can indicate their status from the desktop and let dispatchers know if they are ahead of schedule, behind schedule, or on time.

    • Work order task start and end dates

      Dynamic scheduling uses work order task Window start and Window end dates to schedule tasks.

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    Release version
    Choose your release version

      Dynamic scheduling

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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 scheduling 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.
      3. Enable the agent to travel outside of work hours.

        When you allow agents to travel outside of work hours, dynamic scheduling allows the agent to start traveling before the scheduled work start time and complete travel after the scheduled work end time.

      • Activate dynamic scheduling

        Activate the dynamic scheduling feature by activating the Field Service Management plugin (com.snc.work_management).

      • Dynamic scheduling system properties

        Dynamic scheduling uses the following system properties.

      • Dynamic scheduling task dependencies

        Dynamic scheduling uses task ordering rules to prioritize the list of tasks to be assigned. Where applicable, task dependencies override the task ordering rules.

      • Configure Field Service Management to use dynamic scheduling

        Configure the Field Service Management application to use dynamic scheduling as the task assignment method.

      • Create a dynamic scheduling configuration

        Create a new dynamic scheduling configuration or modify the configuration provided with the Field Service Management application.

      • Select and assign multiple tasks

        Dispatchers can manually select multiple tasks on which to run dynamic scheduling.

      • Assigning preferred agents to work on tasks

        Preferred agents are agents who are most familiar with the context of tasks they've been assigned and are preferred by customers. For example, they could be agents who work on-site at a customer premise or are associated with the customer contracts or entitlements.

      • Prevent assignment of work order tasks to excluded field service agents

        Prevent the dynamic scheduling of work order tasks to excluded field service agents. Administrators or dispatchers can manually assign work order tasks to excluded agents, if required.

      • Display the task assignment debug log

        Display information from the task assignment debug log in the Confirm Assignment pop-up window.

      • View an agent's status in Central Dispatch

        Use Central Dispatch to see if an agent is ahead of schedule, behind schedule, or on time.

      • Set agent status from the mobile UI

        Field service agents can indicate their status from the mobile UI and let dispatchers know if they are ahead of schedule, behind schedule, or on time.

      • Set agent status from the desktop

        Field service agents can indicate their status from the desktop and let dispatchers know if they are ahead of schedule, behind schedule, or on time.

      • Work order task start and end dates

        Dynamic scheduling uses work order task Window start and Window end dates to schedule tasks.

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