Configure the policy to assign preferred technicians to tasks
Add optimization features to the policy, enabling dispatchers to assign preferred Field Service agents to specific work order tasks, ensuring the right technician handles each task efficiently. Additionally, dispatchers can exclude agents who are not well-suited for certain tasks.
Before you begin
Role required: wm_admin
About this task
Dispatchers can designate preferred, secondary, or excluded technicians on the work order task record. To activate this capability, an admin must incorporate specific optimization features into the policy.
Procedure
Navigate to All > Schedule Optimization > Administration > Policies.
Select the policy.
Select the Objective or Constraint tab.
Select New.
In the Optimization Features field, select the Lookup icon (
Lookup icon.\) and add the following objectives and constraints:
- Maximize preferred agent assignment
- Enable assignments based on technician assignment preference
- Block excluded agents from assignment
- Select Submit.
Result
The policy is configured to assign preferred technicians to tasks. When the optimization run is complete, check the Run Summary to view assignment outcomes for tasks with required, preferred, or secondary technician preferences. Tasks that could not be assigned to a required technician are listed in the run summary.
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