Update an agent's profile

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 3 min. de leitura

    • Update shifts, skills, schedules, schedule attributes, and work order tasks for agents in your assignment groups.

    Antes de Iniciar

    Role required: wm_manager

    Procedimento

    1. Navigate to All > Field Service > Manager > Workforce.
    2. Select Schedule from the View Controls list.
    3. Select an agent name.
      The agent profile preview appears.
    4. To add or edit agent skills:
      1. Select the agent's name.
      2. In the Skills related list, either add new skills or edit existing skills for the agent.
        To Do this
        Add new skills
        1. Select New.
        2. In the Name field, enter a skill name.
        3. In the Description field, enter the description for the skill.
        4. Select Submit.
        Edit existing skills
        1. Select Edit.
        2. Add skills from the Available to the Selected column.
        3. Select Save.
      The selected skill is added to the Skills list in the user profile.
    5. To view or modify an agent schedule:
      1. In the Agent Schedules related list, do one of the following:
        • To view an agent schedule, select a schedule record.
        • To add a new schedule for the agent, select New.
        • In the Agent Work Schedule form, fill in the fields as needed:
          Field Description
          From Date The start date of the agent work schedule.
          To Date The end date of the agent work schedule.
          User Name of the agent.
          Work Schedule Name of the work schedule.
          Type The type of schedule.
    6. To add or modify schedule attributes:
      1. In the Resource Schedule Attributes related list, do one of the following:
        • To view, modify, or delete agent schedule attributes, select a record.
        • To add a new schedule attributes for the agent, select New.
      2. In the Resource Schedule Attributes form, fill in the fields as needed.
      Nota:
      You can switch the agent's user profile view to FSM Profile or add the Agent Schedule Attribute Plans related list to the form if it doesn't appear by default.
      Field Description
      Rank

      Sets a ranking rule to prioritize the schedule attributes. The record with the highest rank overrides the other records for a date range.

      The default rank is 10.
      Default If selected, this schedule attribute will be set as the default.
      Agent Name of the agent.
      Start location The location where the agent starts work.
      From The schedule attribute start date.
      End location The location where the agent ends work.
      To The schedule attribute end date.
      Travel outside of work hours Indicates whether the agent can travel outside of work hours.
      Post shift max work overtime The maximum overtime allowed for the agent beyond the scheduled shift.
      Distance Unit
      The unit of distance. The available units are:
      • Miles
      • Kilometers
      The default unit is Miles.
      Pre shift max travel time The maximum travel time allowed before the agent starts the scheduled shift.
      Maximum travel radius

      The maximum distance (measured in the specified distance unit) from the agent's starting location to consider when assigning work order tasks in the Dispatcher Workspace, work order form, or dynamic scheduling.

      A warning message appears if the assigned task is outside of the radius between the task location and the agent's location.
      Post shift max travel time The maximum travel time allowed after the agent ends the scheduled shift.
      Maximum part search radius

      The maximum distance (measured in the specified Distance Unit) from the current location to search for stockrooms to request an inventory.

      The default value is 50 miles.

      Nota:
      The stockroom map screen in the Now Mobile Agent application displays the distance in kilometers.
      Maximum travel time between stops

      The maximum duration the agent can travel between stops.

      Nota:

      This duration is applicable for scheduling and assigning tasks with Schedule Optimization.
      Work penalty per hour

      The penalty applied for each hour worked by the agent during their scheduled work time.

      This penalty helps to optimizing schedules based on agent optimization weight through Schedule Optimization.
      Travel penalty per hour The penalty applied for each hour the agent travels during work assignments.
      Overtime penalty per hour The penalty applied for each overtime hour the agent works during work assignments.
    7. Select Submit.