Setting up agent schedules for dynamic scheduling

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Dynamic scheduling determines how work order tasks are assigned to agents by checking their availability.

    Dynamic scheduling systematically evaluates agent schedules to ensure optimal task allocation:
    1. Check agent work schedule: Dynamic scheduling first looks at the individual work schedule assigned to an agent. If an agent has a specific work schedule defined, this schedule is used to determine their availability for tasks. For more information, see Create a work schedule for an agent or technician.
    2. Default agent work schedule: If no specific work schedule is found for an agent, dynamic scheduling then checks the default agent work schedule. This setting is found on the WOT Child Dynamic Scheduling Config page, part of dynamic scheduling configuration. To ensure dynamic scheduling uses the default agent work schedule, follow these steps:
      • Enable system property: Set the system property Allow Dynamic Scheduling to only use work schedule/WFO. This ensures that the dynamic scheduling process adheres to the default work schedule when no specific work schedule is available. For more information, see Dynamic scheduling system properties.
      • Set a default agent work schedule: Ensure a value is defined for the Default Agent Work Schedule. If it’s missing, you must add one to avoid scheduling issues. For more information, see: Add a default agent work schedule.