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Create a Scheduling Rule
Scheduling rules help the tools match qualified support reps to shifts. Set these rules one time. When the scheduling logic looks for support reps to assign to shifts, it checks your rules.
Required Editions
| View supported editions. |
To make the scheduling tools work effectively, a Match Territory scheduling rule is required.
Scheduling Rule Types
| Type | Description |
|---|---|
| Availability | Checks if the service resource is available to be assigned to a shift. An Availability rule checks that there are no other shifts assigned at the same time. In addition, you can select whether an Availability rule:
|
| Limit Non-Standard Shifts | Checks if the service resource has reached the limit for non-standard shifts. Specify the limit in a scheduling constraint on each service resource or service territory. |
| Match Skills | Checks if the service resource has the appropriate skills to be assigned to the shift. Skill levels aren’t considered. The scheduling logic looks at the skill related list on the service resource and compares it to the skill requirements specified in the shift's job profile. If you want to schedule using skill levels, create a separate skill for each level. For example, define skills named Claims Level 1, Claims Level 2, and Claims Level 3. Assign these skills to different job profiles and add the right skills to your support reps. For example, assign all three skills to a Level 3 support rep. Scheduling then considers a Level 3 support rep for shifts that have a job profile that requires a Level 1, 2, or 3 skill. |
| Match Queues (Workforce Engagement only) | Checks if the support rep in the service resource record is a member of all queues that are mapped to the shift's job profile. Before you can create an Omni-Channel plan, map each job profile to the queues that route work assignments. |
| Match Territory | Required: Checks if the service resource belongs to the shift’s territory. The scheduling logic considers the dates and time of service territory membership. It also considers the primary and secondary types of territory membership, but doesn't consider the relocation type. |
| Rest Time in Minutes | Checks if the service resource has a minimum rest time between consecutive shifts. Define a scheduling constraint with the rest time in minutes and assign it to the appropriate service resources or service territories. |
| Work Limit | Checks if the service resource can handle the work unit maximum. You decide if the work unit max is measured in hours or shifts. You choose a specific scheduling constraint to define the type of work required. And you decide if the max is per day, week, or month. You can create custom scheduling constraints. |
Create a Scheduling Rule
Create a Match Territory rule and any other scheduling rules that you want.
- From Setup, in the Quick Find box, enter Workforce Engagement Management, select Scheduling, and then select Rules.
- Click New.
- Name your scheduling rule and add a description.
- Select the rule type. If the rule uses a scheduling constraint, select the constraint. To add a custom constraint, use the Object Manager and add a custom field on the Scheduling Constraint object.
- Click Save. Or to save and add more rules, click Save and New.
Shift scheduling tools, including get candidates, batch assignment, and mass shift update, then check your rules when matching support reps to shifts. When the scheduling logic looks for support reps to assign to shifts, it considers only support reps that pass all of the rules.
To limit the number of hours that a support rep can work each day, create a rule of type Work Limit. Your rule can check a scheduling constraint on a service resource or service territory to see if the support rep has reached the limit for assigned shift hours in a single day.
