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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure agent list sort options

More is better: When setting the ranking, a higher value is better. For example, more availability is better when determining the agent ranking.
Less is better: When setting the ranking, a lower value is better. For example, fewer cases are better when determining the agent ranking.

Configure the options available for dispatchers to sort agents in the Dispatcher Workspace.

Before you begin

Role required: admin

By default, dispatchers can view recommended agents based on the distance to the work order task, skills, or parts.

Navigate to All > Field Service > Dispatcher Workspace Configuration > Agent Sorting.
Select New.
On the form, fill in the fields.

Note: The Category and Application fields are read-only.

Name	Description
Name	Unique name for the sort option.
Active	Option for enabling the sort option to appear in Dispatcher Workspace.
Display Name	Labels for the fields that appear as the sort option in Dispatcher Workspace.
Ranking Method	More is better: When setting the ranking, a higher value is better. For example, more availability is better when determining the agent ranking. Less is better: When setting the ranking, a lower value is better. For example, fewer cases are better when determining the agent ranking.
Order	Display order of the sort option in Dispatcher Workspace.
Criterion	Criteria to determine the agents that are displayed in the list.

Image omitted: agent-sort-options.png
agent recommendation sort criteria form