Service resource scheduling

By dispatching the right resources for the right jobs, organizations improve their overall operational efficiency. Dispatchers typically need a lot of information at their disposal to efficiently schedule resources to work on items. Without the right information, something might get scheduled incorrectly, or assigned to someone who is not qualified to work on it. This can have effect that can impact technician productivity, customer satisfaction, and organizational costs. To ensure everything is handled as it should be, they need to understand things like:

  • What is currently scheduled?
  • What needs to be scheduled?
  • Who is available?
  • What does traffic look like?

Universal Resource Scheduling (URS) is designed to help organizations more efficiently schedule resources by making it easy to see what needs to be scheduled and easily identify the most qualified resource to work on it.

Universal Resource Scheduling includes two tools that help make scheduling resources easy:

  • Schedule board: Provides you with the tools necessary to manage and schedule resources to work on items. From within the schedule board you work with and manage:
    • Resources: Resources include internal and external people, facilities such as rooms or workstations, and equipment that can be scheduled to work on items.
    • Requirements: Requirements represent items that are ready to be scheduled but have not been assigned to a specific resource. They define what is needed for this item to be scheduled such as resource skills, time frames, and location details.
    • Bookings: Bookings are items that have been scheduled for a specific day and time and have been assigned to a resource to work on.
  • Schedule assistant: Simplifies scheduling by offering suggestions of potential resources and time slots to schedule an item for. This is based on requirements captured on the record such as skills needed, time windows and more.

The graphic below shows a quick overview of the different panels and components that are used most often with the schedule board.

Schedule board UI

  • Resource requirements: Provides a list of active requirements that need to be scheduled and assigned to available resources.
  • Filter and map panel: Provides access to interactive filters and maps that can be leveraged to assist in scheduling.
  • Details: Provides additional details of the item that is currently selected.
  • Schedule calendar: Displays a list of resources and currently scheduled items. Can be used to schedule new items, as well as interact with existing scheduled items.
  • Schedule board tabs: Provide access to different schedule boards pre-configured for specific scenarios such as filtering items based on a specific territory.

With the schedule board and the schedule assistant, dispatchers can easily handle multiple scheduling scenarios such as:

  • Scheduling individual resources: By leveraging find availability on an individual requirement record, you can easily identify qualified resources with availability to work the selected item. Additionally, items like scheduling conflicts or cancelations can also be handled.
    • Rescheduling: Lets you search for another time where the currently scheduled resource is available to work on the item.
    • Resource substitution: lets you search for a different qualified resource who has availability during currently scheduled time.
  • Scheduling multiple resources: Multiple resources can be scheduled for a job at the same time. Depending on the scenario and what is needed, you can schedule the following scenarios:
    • Crews: Schedules multiple predefined resources at the same time. For example, organizations that dispatch cleaning crews where they have the same members assigned to a crew at one time.
    • Resource pools: Can be used as place holders to note a type of resource required, until a specific resource is added later.
    • Requirement groups: Lets you schedule multiple resources of multiple types for a single requirement. For example, a medical exam might require a doctor, exam room, and a qualified nurse.

With Universal Resource Scheduling, you can easily identify and schedule the most qualified resource for a specific item.

Icon indicating play video In this video you’ll see how URS features like the schedule board and schedule assistant are used to handle common scheduling scenarios.

As you saw in the video, Universal Resource Scheduling allows organizations to leverage tools like the Schedule Board and the Schedule Assistant to identify the most qualified resource to work on an item and easily assign them to the job. When cancelations or scheduling conflicts arise, those jobs can be easily assigned rescheduled or assigned to other qualified resources.

With the resource scheduling provided through Universal Resource Scheduling, organizations can easily schedule resources based on multiple scenarios that they may encounter. By leveraging schedule board tabs, you can easily separate resources, and unscheduled items by common factors such as territories to ensure that you are only working with items that are relevant to that scenario. In addition, when scheduling conflicts arise, tools like the schedule assistant can be used to quickly identify different times or even different resources that could be scheduled to work on an item. By making it easy to schedule the most qualified resource for a job, you can dramatically improve the amount of work orders that are resolved the first time.

And now let's turn our attention to Resource Scheduling Optimization (RSO).