Schedule Optimization is an advanced scheduling engine that uses Operational Research and Machine Learning models to determine the best assignment for every job — balancing technician availability, travel time, skills, priority, and SLA requirements across your entire workforce simultaneously.
Most scheduling tools optimize locally. Schedule Optimization works across the full picture — fitting more jobs into working hours, routing technicians efficiently, reducing overtime, and giving priority work the placement it needs to meet commit times. When conditions change mid-day, it adapts rather than leaving dispatchers to manually rebuild the schedule.
The result is a schedule that does more with the same workforce: fewer miles driven, higher first-time fix rates, less overtime, and less time dispatchers spend solving problems the system should handle automatically.
Schedule optimization capability offers two main modes:
1) Batch Optimization and
2) Intraday Optimization, which includes scheduled intraday, prioritized intraday, and on-demand options.
Several FSM features integrate with schedule optimization, such as Territories, Capacity and Reservations Management, Planned Crews, Workforce Optimization, Advanced Task Dependencies, and Field Service Agent Efficiency.
There are over 40 constraints and objectives available in the optimization process, which can be configured to meet customer business needs. Examples include schedule optimization based on travel, work, SLA, skill, and overtime penalties.
- New
- Speed up scheduling results by configuring matching rules to define which tasks and technicians are affected when a prioritized event occurs, such as identifying all technicians with matching certifications when someone calls in sick. You can enable matching rules per qualifier, then set criteria such as radius, skills, or time thresholds.
- Security Directive Changes to enhance cross scope access implementation
- Speed up scheduling results by configuring matching rules to define which tasks and technicians are affected when a prioritized event occurs, such as identifying all technicians with matching certifications when someone calls in sick. You can enable matching rules per qualifier, then set criteria such as radius, skills, or time thresholds.
- Changed
- The Enable assignments only with preferred/secondary agents constraint has been renamed to Enable assignments based on technician assignment preference and updated to restrict task assignment exclusively to technicians marked as required on the work order task. If no required technician is available or eligible, the task is dropped from optimization and is logged in the run summary.
- The Enable assignments only with preferred/secondary agents constraint has been renamed to Enable assignments based on technician assignment preference and updated to restrict task assignment exclusively to technicians marked as required on the work order task. If no required technician is available or eligible, the task is dropped from optimization and is logged in the run summary.
- Required plugins and products
- Require Work Management and Geo Location from Field Service Management Core, ML Predictive Intelligence
- Dependencies
- Family Apps - com.snc.work_management, com.snc.geolocation and com.glide.platform_ml
- Store apps - FSM Map Provider Integration
- Properties that need to be created or set to activate the content pack - NA
- Affected business rules - NA
- Affected script includes - NA
- .jar files that need to get uploaded, if applicable - NA
Schedule optimization feature works based on Platform ML Capability [fsm-optimizer]. The customer instance should be registered with the Platform ML Scheduler to establish connectivity with the respective capabilities.
Beans.ai, a third-party map provider, can be configured to determine travel estimation while scheduling. Necessary connection and credentials should be set up to avail this feature.