Configure dynamic scheduling

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

    • Dynamic Scheduling enables automatic task assignment to field agents based on predefined rules and configurations. This feature helps streamline task distribution by ensuring the right tasks are assigned to the most suitable agents, optimizing travel time, skill matching, and task priority.

    Before you begin

    • Select dynamic scheduling as the preferred task assignment method. This ensures that tasks are automatically assigned to field agents based on predefined criteria and rules. For more information, see task assignment method.
    • Set up agent schedules so that dynamic scheduling systematically ensures optimal task allocation. For more information, see Setting up agent schedules for dynamic scheduling.
    • Review the properties and other installed components related to dynamic scheduling. Customize the settings to align with your organization's specific requirements. For more information, see Review system properties and components for Dynamic Scheduling.
    • Ensure to configure travel time and distance calculation to determine how the system calculates an agent's estimated travel time and distance to a task location. You can choose between using Google Maps API for real-time travel estimates or straight-line estimates based on the geolocation property settings.
      • If the Use Google Maps API for travel time estimates geolocation property is enabled, choose between using Google Maps API or straight-line estimates.
      • If the Use Google Maps API for travel time estimates geolocation property is disabled, the system considers the Estimated Travel Duration field's value from the work order task.

    Role required: admin

    About this task

    By default, the Dynamic Scheduling Config for Work Order configuration is available with the Dynamic Scheduling plugin. You can modify the configuration as needed or use as a template to create your custom configuration.

    Procedure

    1. Navigate to All > Field Service > Administration > Dynamic Scheduling Configuration.
    2. Update an existing work configuration or create a new one.
      This field only appears if you have the plugin installed. For more information, see Configuring Field Service Work Configurations.
    3. Select the task table that dynamic scheduling will use to assign tasks to agents.
      The default table is Work Order Task [wm_task]. Dynamic scheduling can have only one configuration for each task table.
    4. Optional: Select the Un-assignment check box to let dynamic scheduling unassign a previously assigned task and assign a higher-priority task based on task ordering rules.
      When this option is not selected, the Un-Assignment Constraints related list will not be visible in the form.
    5. Select the Default Agent Work Schedule.
      Configure the order in which dynamic scheduling determines an agent’s work schedule - agent's specific work schedule, schedule specified on the agent’s user record, the default agent work schedule selected in this configuration, or the default 8-5 weekday schedule.
    6. Set the Consider Territory Membership to either consider or ignore the agent's territory membership for assigning tasks.
      This field appears when the Field Service Territory Planning plugin is enabled.
    7. In the Task Filters related list, add a task filter or modify an existing task filter or add a new filter.
      Task filters help identify which tasks should be assigned using dynamic scheduling. Within the filter, you can set criteria to match tasks with the most suitable agents. For more information, see Create a task filter for dynamic scheduling.
    8. In the Task Ordering Rules related list, add a new task ordering rule or modify an existing rule.
      Task ordering rules help to determine the order of tasks. For more information, Create a task ordering rule.
    9. Optional: In the Un-Assignment Constraints related list, add or modify criteria for un-assigning tasks.
      This allows the system to free up agents for higher-priority tasks when needed. For more information, see Create a task unassignment constraint.
    10. Select Update.
    11. Select Validate config to validate the dynamic scheduling configuration.
      An information message appears at the top of the Dynamic Scheduling Configuration form if the configuration is valid.

    Result

    Dynamic scheduling automatically assign tasks to field agents based on the defined rules and schedules.