Setting up scheduling in Workforce Optimization for Field Service

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

    • Setting up scheduling enables you to manage events using the team calendar. You can create different types of event categories. Use scripted extension points to customize event types.

    Configuring schedule adherence properties enables you to calculate the adherence and conformance of your agents so you can improve the operational efficiency of your organization.

    The threshold settings for adherence and conformance indicate how many minutes early or late an agent can clock in or clock out to a scheduled work shift without being considered non-adherent. For more information about the adherence and conformance properties introduced with the Scheduling application, see Workforce Optimization for Field Service components.

    Create event types to display on the team calendar with Workforce Optimization for Field Service

    Create multiple events from the same category and add them to the team calendar with Workforce Optimization for Field Service.

    Before you begin

    Role required: sn_shift_planning.admin

    About this task

    The following event category configurations are available by default:
    • Work
    • Meeting
    • Training
    • Break
    • Time Off
    • Actual Work
    • Personal

    Procedure

    1. Navigate to All > Workforce Optimization for Field Service > Scheduling > Event Configuration.
    2. Click New.
    3. On the form, fill in the fields.
    Table 1. Event Type
    Field Description
    Name Unique name for the event type.
    Category Type of event, for example, meeting, break, or time off.
    Priority Order Priority of the event type that you want to exclude from the coverage. The higher the number the higher the priority.

    For example, say you are attending a work event for four hours in a day. You have marked that time window both as time off and as a meeting event type. If time off has a higher order of priority, then the application excludes that event type from coverage.
    Color Color that identifies this type of event in the team calendar.
    1. Click Submit.

    Modify schedule adherence and conformance formulas by using extension points

    Configure and adjust the schedule adherence and conformance formulas using scripted extension points so that you can customize their calculations for your organization.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > System Extension Points > Scripted Extension Points.
    2. Search for sn_shift_planning.ScheduleAdherenceExtPt.
    3. On the form banner, click the link here to edit the record.
    4. To create your extension point script, click Create Implementation in the related links.
    5. To create your extension point script, click Create Implementation in the related links.
    6. Modify the formulas for calculating the schedule adherence and conformance in the getAdherencePercentage and getConformancePercentage methods.
    7. Click Update.

    Result

    The schedule adherence and conformance calculations are based on the formulas in the implementation.

    Event type extension point in Workforce Optimization for Field Service

    Use extension points to call scripts for event categories such as meeting, time off, or work time.

    Use scripted extension points to integrate customizations without altering the core components in the application code. When customizing a base application, you implement the scripted extension points by creating the custom script includes and registering them against the scripted extension points.

    You can use extension points to create events such as meeting, training, and time-off requests. For example extension point implementations, see the following extension instances in the Implementations related list:
    Table 2. Extension points for event types
    Category Extension Script
    Meeting AgentScheduleMeetingEventManager
    Break AgentScheduleBreakEventManager
    Training AgentScheduleBreakEventManager
    Time off AgentScheduleBreakEventManager
    Work AgentScheduleWorkEventManager
    Actual Work AgentScheduleActualWorkEventManager
    Personal AgentSchedulePersonalEventManager