Intra-day Schedule automation Flashcards
Explain intra-day schedule automation
Automatically update agent schedules when they’re early or late to make best use of resources.
About intra-day scheduling
Intra-day schedule automation updates an agent’s schedule when they request time off or when an agent starts a work order task early or late. Intra-day schedule automation is accomplished through flows and subflows configured through Flow Designer. After intra-day scheduling has been installed and configured, agent schedules are automatically updated when defined criteria are met, and dispatchers are notified in Dispatcher Workspace.
Intra-day schedule automation works automatically without requiring any agent actions. Depending on factors such as the time of day, how many incomplete tasks are pending, or the like, tasks might be added or removed from an agent’s schedule if the agent is running early or late. If an agent requests time off, their schedule updates to show their time off and no tasks are scheduled during their time off.
Configuring intra-day scheduling
Administrators contact ServiceNow maintenance to install the intra-day schedule automation plugin. For more information on the flows and subflows, see Intra-day schedule automation flows and subflows.
After configuring intra-day schedule automation, administrators can also configure dynamic scheduling so if an agent’s work order tasks are completed early, more tasks are added without having to reorganize schedules manually. For information, see Configuring dynamic scheduling.
Dispatcher notifications
Dispatchers are notified when any of the intra-day schedule automation flows are triggered. Dispatchers must review and clear the notification in Dispatcher Workspace.
Explain Intraday Scheduling Flows
Intra-day scheduling flows
Agent time off created – An agent creates an event that blocks their schedule.
FSM agent not take action – The agent hasn’t taken action when they should. For example, if agents don’t indicate they have started traveling when they should have, a notification is sent to the dispatcher.
Work order task progressed – Action has been taken on the work order task but the agent is early or late, which impacts the task schedule.
Explain intraday scheduling subflows
Agent tasks left adjustment - The agent was early to a task, so tasks shift to the left to accommodate for the early schedule.
Agent tasks right adjustment - The agent was late to a task, so the task shift to the right to accommodate for the later schedule.
Auto assign UnAssigned tasks - Unassigned tasks that are in the queue are automatically assigned to available agents.
Flag work order tasks - Work order tasks are flagged for review.
FSM send notification and flag the task - Work order tasks are flagged for review and the dispatcher is notified.
FSM wait for travel start - Checks whether the agent started to travel at the specified time.
FSM wait for work complete - Checks that the agent completed work at the specified time.
FSM wait for work start - Checks that the agent started work at the specified time.
Run task recommendation - Recommends tasks for an agent with free time. For example, the task recommendation will run if the agent has cancelled tasks or ended a task early.
Explain Intra-day Schedule Optimization
Intra-day Schedule Optimization
Intra-day Optimization re-optimizes schedules for groups or territories in real-time based on changing conditions. Useful when tasks are canceled, delayed, or new tasks come in. For example:
A cable service provider deals with last-minute cancellations.
A weather event results in new, high-priority repair tasks.
A technician calls out sick for the day.
Note: Field Service Scheduling Automation must be installed to use Intra-day Optimization.
