Optimization features used with Schedule Optimization

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read

    • Objectives and constraints are optimization features that determine how tasks are assigned to agents in Schedule Optimization.

    Objectives

    Objectives prioritize agent task assignments, and each objective is weighted. Schedule Optimization prioritizes higher-numbered weights. For default settings, apply a weight of 1, and for more important factors, such as maximizing high-priority task assignments, apply a weight of 2.
    Table 1. Schedule optimization objectives
    Objective Description
    Maximize assignment to earlier shifts Reward for each task that is assigned to a shift based on the difference (in hours) between the shift start time and optimization horizon end time. The closer the shift start time to the optimization horizon start time the larger the reward.
    Maximize balance in number of hours agents work Reward for even distribution of work hours (i.e., tasks, travel) between agents.
    Maximize balance in number of tasks agents work Reward for even distribution of tasks between agents.
    Maximize high-priority task assignments Reward for every high-priority task that is assigned.
    Maximize task assignments Reward for every task that is assigned.
    Maximize work hours Reward for every hour of work that is assigned
    Minimize highest priority task start Times Penalty for each hour that a high priority task starts later than in its earliest possible start time.
    Minimize number of agents with assignments Penalty for every agent that is assigned one or more tasks within a shift.
    Minimize over-skilled agent assignments

    Penalty for skill level deviation between agents with a higher skill level than their assigned tasks.
    Minimize overtime

    Penalty for the duration of overtime.
    Minimize travel time Penalty for the duration of travel.
    Minimize SLA violation (fixed) Penalty for every task finished after its window end.
    Minimize SLA violation (hourly) Penalty for each hour that a task starts later than in its window end.
    Minimize under-skilled agent assignments

    Penalty for skill level deviation between agents with a lower skill level than their assigned tasks.

    Minimize task time penalties (fixed)

    		 Penalty for each task that finishes later than its penalty time

    Minimize task time penalties (hourly)

    		 Penalty for each hour that a task finishes later than its penalty time.

    Maximize preferred agent assignments

    		 Reward for each task that is assigned to a preferred agent.

    Constraints

    Constraints are required and tasks won't be assigned unless the assignment group meets the constraint. Policies created in Schedule Optimization can be assigned to the following constraints.
    Table 2. Schedule Optimization constraints
    Constraint Description
    Block excluded agents from assignment Tasks with excluded agents can’t be assigned to those agents.
    Note:
    The Field Service (com.snc.csm_fsm_integration) Map Integrations plugin must be installed to use this feature.
    Enable access hours Task time windows are restricted based on their access hours.
    Note:
    The Field Service (com.snc.fsm_access_hours) Access Hours plugin must be installed to use this feature.
    Enable agent travel radius Agents can only be assigned tasks that are within the travel radius of their home location.
    Enable assignments only with preferred/secondary agents Tasks with preferred/secondary agents can only be assigned to those agents.
    Note:
    The Field Service (com.snc.csm_fsm_integration) Map Integrations plugin must be installed to use this feature.
    Enable excluded agent restrictions Tasks with excluded agents can’t be assigned to those agents.
    Enable flexible breaks Agents can be assigned flexible breaks.
    Note:
    The Shift Scheduling for Field Service (com.snc.sn_fsm_shift_schdl) plugin must be installed and Workforce Optimization for Field Service must be activated to use the flexible breaks feature. For more information, see Activate Workforce Optimization for Field Service.
    Enable mandatory parts Tasks can only be assigned agents who have a sufficient inventory of parts.
    Enable mandatory skills Tasks can only be assigned to agents with necessary skills.
    Enable overtime Agents can work overtime.
    Enable travel outside work hours

    Agents can travel outside work hours.
    Enable travel time limits between locations Agents must travel between locations within their travel time limit.
    Enable capacity Only agents with available capacity are assigned the task.