Example workflow for assigning tasks to agents based on Capacity and Reservations

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Example workflow for assigning tasks to agents based on Capacity and Reservations

    This guidance outlines how to utilize dynamic scheduling in ServiceNow to efficiently assign tasks to agents based on their defined capacity, work types, and overflow settings. The goal is to balance workload across the 'Install', 'Break fix', and other work types for optimal resource utilization.

    Show full answer Show less

    Prerequisites

    • Dynamic Scheduling must be enabled.
    • The target assignment group (e.g., 'North Group') should have at least one active member.
    • An agent schedule record ('agentworkschedule') must be created, specifying the 'Day Shift (8:00-5:00)'.

    Key Features

    • Capacity Definition Setup: Create a capacity definition record with a daily task capacity of 4.
    • Capacity Reservation Rules: Define two rules:
      • Rule 1 for 'Install Work': 25% allocation with overflow.
      • Rule 2 for 'Break Fix Work': 25% allocation with overflow.
    • Capacity Assignment: Link capacity reservation rules to the definition and create a 'Capacity Assignment' record for the target group.

    Key Outcomes

    By following this workflow, you can create and manage work orders for 'Install', 'Break fix', and general tasks, enabling dynamic task assignment. When you click 'Auto Assign', tasks are allocated based on your predefined capacity, ensuring that the workload aligns with operational goals. This process enhances efficiency and ensures that agents are optimally utilized according to their capabilities and the defined work types.

    Explore how dynamic scheduling intelligently distributes tasks, considering the defined capacity reservations, work types, and overflow settings, ensuring optimal utilization of resources in the group.

    As an administrator, your goal is to ensure that assignment group works 25% on 'Install' work type, 25% on 'Break fix' work type, and the remaining 50% can be of any type or no type of work. The following example demonstrates how to achieve this through dynamic scheduling.

    Prerequisites:
    • Ensure Dynamic Scheduling is enabled.
    • Ensure that your target assignment group, for instance, the 'North Group', has at least one active member.
    • Create an agent schedule record ('agent_work_schedule') for a user, specifying the 'Day Shift (8:00-5:00)' work schedule.
    1. Capacity Definition Setup:
      • Create a capacity definition record with 'Capacity by' set to 'Tasks', assigning a value of '4' tasks daily.
      • Set the frequency of this capacity to 'Daily' to align with your scheduling needs.
    2. Capacity Reservation Rules: Create two capacity reservation rules
      • Rule 1 ('Install Work'): Conditions set for 'Work type' as 'Install,' allocate 25%, and allow overflow.
      • Rule 2 ('Break Fix Work'): Conditions set for 'Work type' as 'Break fix,' allocate 25%, and allow overflow.
    3. Tag Reservations to Definition: Link the created reservation rules to the definition crafted in step 1, forming a structure.
    4. Capacity Assignment:
      • Within the related lists of the capacity definition, create a new 'Capacity Assignment' record.
      • Link it to the capacity definition, select the target assignment group ('North Group'), set the effective start date to the current date and time, and repeat for '5' times to auto-fill the end date.
    5. Create work order of install type:
      • Create a work order ('wm_order'), specifying the location as 'Colorado,' and mark it 'Ready for qualification'.
      • Open the work order task, ensuring the dispatch group and required assignment group ('North Group') are filled.
      • Set the work type as 'Install' and click 'Qualified'; the task transitions to the Pending Dispatch state.
      • Repeat the process twice to have 3 'Install' type tasks available for the day.
    6. Create work order of break-fix type:
      • Create a work order ('wm_order'), specifying the location as 'Colorado,' and mark it 'Ready for qualification.'
      • A new work order task ('wm_task') is generated; open it, ensuring the dispatch group and required assignment group ('North') are filled.
      • Set the work type as 'Break fix' and click 'Qualified'; the task moves to the Pending Dispatch state.
      • Repeat the process twice to have 3 'Break fix' type tasks available for the day.
    7. Create work order tasks without a specified work type:
      • Open a work order task, ensure the dispatch group and required assignment group ('North') are filled, and leave the work type field blank.
      • Click 'Qualified'; the task transitions to the Pending Dispatch state.
      • Repeat this process twice to have 3 tasks without a specified work type available for the day.
    8. Dynamic Scheduling:
      • Open the four tasks created in the list view and click 'Auto Assign' from the overflow action menu.
      • A modal window displays possible assignments, allocating tasks based on the predefined 25% capacity for 'Install' type, 25% for 'Break fix' type, and the remaining 50% for any type or no type at all.