Learn Dynamic scheduling process engine

Dynamic scheduling streamlines the allocation of work orders and tasks to field service agents in real-time. This intricate process ensures that each task is matched with the most appropriate agent at the most suitable moment, thoughtfully considering a range of variables, including agent availability, location, skills, and workload.

The following are the key steps involved in the dynamic scheduling process:

Task Identification

The process commences by identifying the list of pending tasks awaiting dispatch. These tasks can be from customer requests, service agreements, or maintenance schedules. Key task attributes, such as dependencies, service level agreements, and customer preferences, are pivotal in determining the optimal time for task completion.

Note: Work order tasks that are schedule locked are excluded from the dynamic scheduling process.

Initiate the scheduling process

Dynamic scheduling can be triggered either manually by a dispatcher or automatically by the system.

1. The manual triggering is when a dispatcher selects multiple tasks in the dispatch queue and uses the Auto-Assign option. Dynamic scheduling is run for the selected set of tasks and agent recommendations for each task are presented for dispatcher confirmation.
   Note: To set the max number of tasks that can be selected when running dynamic scheduling manually, edit the ‘com.snc.dynamic.scheduling.maxtasks’ system property. It is recommended to not use more than 50 tasks at a time.
2. The automatic triggering can happen immediately when the filter conditions are satisfied or at regular intervals, as defined by a system administrator.
3. Groups are identified and optimized. The system looks to see if auto assignment is enabled or disabled. If auto assignment is disabled, dynamic scheduling is run, and options are returned to the dispatcher for confirmation. If auto assignment and immediate assignment are enabled, then dynamic scheduling runs immediately, and the tasks are assigned. If auto-assignment is enabled, but immediate assignment is disabled, then the tasks are added to a scheduled job batch, and tasks are assigned at the specified interval.

Agent task assignments

Once activated, the system identifies potential work groups capable of executing the tasks. It then intelligently optimizes the assignment of tasks to agents based on factors like agent availability, location, skills, and workload. The aim is to pair each task with the most suitable agent.

Agent Recommendations

The system generates agent recommendations for each task, considering attributes such as agent skills, location, and availability. These suggestions are derived from an optimization algorithm designed to match tasks with the most suitable agents. The recommendations are presented to the dispatcher for confirmation. The dispatcher reviews these recommendations and may factor in additional considerations before finalizing the assignments. This step ensures that tasks are assigned to the most fitting agents, thereby optimizing the overall efficiency of the dynamic scheduling process.

Dispatcher confirmation

The dispatcher confirms the task assignments based on the recommendations. If auto assignment is disabled, the output of the dynamic scheduling process is usually presented to the dispatcher for confirmation and approval before tasks are assigned. The dispatcher may consider additional factors, specific to the task requirements, urgency, or customer preferences, before confirming the assignments.

Task start times and updates

This stage involves scheduling the start times of tasks based on their urgency, dependencies, and other relevant criteria. As tasks progress, the system continuously updates task statuses, agent availability, and real-time data changes.

Unassignment and Reassignment

In situations where there are changes in agent availability or task priorities, the system has the capability to unassign or reassign tasks to ensure efficient resource allocation. This becomes especially relevant during an agent's time off or when higher-priority tasks need attention.