Configuring Route Optimization

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Configuring Route Optimization

    Route optimization in Field Service Management (FSM) enhances resource allocation by minimizing travel time for field agents, thereby improving productivity and customer service. This feature reorders tasks strategically to streamline field operations.

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    Configuration Steps

    • Enable route optimization by setting the snfsmdispwrkspc.enableoptimizeroute system property to true. This activates the Optimize Route option in the Dispatcher Workspace.
    • Confirm all configurations are made within the Field Service Management Configurable Dispatcher Workspace application scope.
    • Enable the Route Optimization for Bundles property (work.management.travel.calculation.bundlerouteoptimization) to optimize task bundles.

    Route Optimization Modes

    There are three operational modes to handle different dispatch scenarios:

    • Optimize Within Shift: Reorders tasks within an agent’s shift while respecting time windows, breaks, and locked tasks.
    • Extend Into Overtime: Allows tasks to extend into overtime if an agent is running late to complete assignments.
    • Cancel If Over Overtime: Cancels route optimization if it would cause overtime beyond limits.

    Configure the work.management.optimization.conflicthandling property to manage overflow task conflicts during optimization.

    Additional Configuration Options

    • Task Constraints: Maintain fixed time windows and prevent moving locked tasks.
    • Breaks & Events: Schedule optimizations around agent breaks and personal events.
    • Travel Time Estimates: Choose between Maps API for accurate travel times or straight-line estimates for faster calculations. Setup of a Maps API key is required if selected.

    Customizable System Properties

    • Task-to-Task Time Buffer: Add buffer minutes between tasks to handle unexpected delays.
    • Travel Time Calculation Method: Configure between Maps API or straight-line estimates based on accuracy needs.
    • Default Work Hours: Define default agent shift start/end times when no fixed schedule exists.
    • Travel Time Adjustments: Apply percentage adjustments for conditions like rush hour.
    • Rush Hour Timings: Specify morning and evening rush hour periods to influence route planning.
    • Toll Road Option: Decide if toll roads should be included in routing calculations.

    Task Volume Thresholds and Behavior

    • For fewer than 15 tasks, full route optimization is performed considering all tasks and travel.
    • Above 200 tasks, auto-routing fails and an error is shown.
    • Partial routing is applied when not all tasks fit optimized routes; some tasks revert to pending dispatch.

    Operational Considerations

    • The Optimize Task Routing scheduled job runs daily at 3:00 AM system time; this can be adjusted as needed.
    • Client scripts related to route optimization are pre-optimized for performance and should not be customized to maintain optimal run times (4–6 seconds).

    Route optimization is essential for improving resource allocation in field service management. It strategically reorders tasks to reduce travel time for field agents, enhancing both productivity and customer service.

    Configuration overview

    The steps to set up Route Optimization are:
    1. Navigate to All > sys_properties.list > sn_fsm_disp_wrkspc.enable_optimize_route and set the value to true. This enables Route Optimization and displays Optimize Route option in the Dispatcher Workspace.
    2. To use route optimization features in the Dispatcher Workspace, do the following:
      • Navigate to All > Field Service > Dispatcher Workspace Configuration and ensure all configurations are made within the 'Field Service Management Configurable Dispatcher Workspace' application scope.
      • Ensure the sn_fsm_disp_wrkspc.enable_optimize_route property is enabled.
      • To optimize task bundles, enable the Route Optimization for Bundles (work.management.travel.calculation.bundle_route_optimization) property.

    Understanding Route Optimization Modes

    You must select the work.management.optimization.conflict_handling system property to avoid conflicts due to overflow tasks when optimizing the route. For more information, see Properties installed with Field Service Management.

    Route optimization operates in three distinct modes, each designed to address specific scenarios:
    1. Optimize Within Shift: Reorders tasks within a single agent's shift to minimize travel time while respecting task time windows, scheduled breaks, and locked tasks.
    2. Extend Into Overtime: Adjusts tasks if an agent is running late, allowing overtime to ensure task completion.
    3. Cancel If Over Overtime: Attempts to optimize the route but cancels the operation if it would result in exceeding allowed overtime.

    Configuring additional options

    Enhance route optimization with the following configuration options:
    1. Task constraints: Ensures all tasks remain within their start/end time windows (if isFixedWindow = true) and avoids moving locked tasks.
    2. Breaks & Events: Schedule optimizations around planned breaks or personal events.
    3. Travel time estimates: Choose between using a Maps API for accurate travel time or straight-line estimates for faster calculations. Set up the Maps API key if opting for it.

    Customizing system properties

    Customize route optimization to meet specific needs by configuring the following properties:
    1. Task-to-Task Time Buffer: Add a buffer of extra minutes between tasks to account for unexpected delays.
    2. Travel Time Calculation: Select between Maps API or straight-line estimates based on your accuracy needs.
    3. Default Work Hours: Define start and end times for agents without a fixed schedule.
    4. Travel Time Adjustments: Adjust travel times by adding percentages to account for uncertainties, such as rush hour.
    5. Rush Hour Timings: Specify morning and evening rush hour spans.
    6. Toll Road Option: Decide whether toll roads should be included in the route planning.

    Managing thresholds for task volume

    The route optimization behavior adjusts based on the number of tasks:
    • Under 15 tasks: Complete route optimization is performed, considering all tasks and travel.
    • Over 200 tasks: Auto-routing fails, and an error message is displayed.
    • Partial Routing: If not all tasks can be accommodated, a smaller subset is optimized, and the remaining tasks revert to pending dispatch.

    Schedule job

    The Optimize Task Routing job runs daily at 3:00 AM system time. Adjust this schedule based on your time zone or operational needs.

    Non-customizable client scripts

    Client scripts for route optimization are pre-optimized and run within 4-6 seconds. These scripts should not be customized to ensure optimal performance.