Assign work to field service agents based on the defined capacity

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

    • Manage the assignment of work based on the selected source, such as agent schedules, tasks, or hours.

    Before you begin

    Role required: wm_admin, wm_manager, and wm_internal_contractor_manager, sn_fsm_tp.fsm_territory_manager, sn_fsm_tp.fsm_territory_planner

    About this task

    Work is assigned based on how work capacity is defined.
    • If work capacity is based on the agent's schedule, work is assigned to agents who belong to internal work groups.
    • If work capacity is defined based on the number of tasks or hours, work is assigned to agents from both internal or external work groups.

    Procedure

    1. Navigate to All > Field Service Management > Capacity Management > Capacity Assignments.
    2. Click New.
    3. On the form, fill the fields.
    Table 1. Capacity Assignment
    Field Description
    Capacity Definition Name of the capacity definition to be assigned.
    Type Select the capacity type.
    • Territory Internal Agents: Choose to assign work specifically to internal agents within a designated territory.
    • Territory Contractor Group: Choose to assign work to contractor groups within a territory. Ideal for managing external contractor teams within specified territories.
    • None: Select to have the flexibility to choose either assignment groups or contractor groups. When the Territory Planning plugin is installed, choosing "None" directs you to select contractor groups. Without the plugin, it allows you to proceed to the next step of choosing a group facilitating to decide based on your workflow.
    Note:
    If the Territory Planning plugin is activated, Territory internal agents and contractor groups options appear in the field.
    Group Internal, external, or both types of work groups based on the source of the capacity definition.
    Note:
    The capacity definitions created for Agent Schedule can be assigned to internal groups only.
    Territory Select territory for the capacity assignment.
    Note:
    The Territory field appears when the Territory Planning plugin is activated.
    Active Option for applying the assignment while calculating the capacity.
    Effective from Date from which the capacity definition and reservations should be applied.
    Effective to Date until which the capacity definition and reservations should be applied.

    This field is automatically set to the Effective to date if you enter a value in the Repeat for field.
    Repeat for Number of weeks/days/months/years to assign work to the work group. Take the capacity definitions into account while assigning tasks

    This field appears only when Tasks is selected in the Capacity by field in the Capacity Definitions form.
    Time zone Select the time zone of the agents.
    1. Click Submit.