Optimize Your Schedule in Workforce Scheduling

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions

Workforce Scheduling supports three types of optimization runs.

• Global Optimization rebalances appointments across one or more service territories over a range of days, typically as an overnight batch. It’s the most thorough type and is best for ensuring long-term schedule quality.
• In-Day Optimization rebalances the current day’s appointments when the situation changes — a resource is sick, an appointment cancels, or a job runs long. It’s fast and typically scoped to the day of service and the day that follows.
• Resource Schedule Optimization (RSO) rebalances a single resource’s schedule. Use it for example when you need to fill gaps in the schedule for a specific resource without affecting the rest of the team.

Trigger global or in-day optimization through the Workforce Scheduling optimization APIs. Or, trigger resource schedule optimization from the Operations Console (Gantt).

Configure org-level settings that control which appointments the optimizer can move, and what happens when a schedule change lands during a run, on the Workforce Scheduling Setup page, and apply to each optimization type.

The optimization engine tries to fix rule violations to improve the schedule by rescheduling or unscheduling rule violating appointments. To keep these appointments scheduled as is on the Gantt, the service appointments must first be pinned or in a pinned status.

• What’s Workforce Scheduling Optimization?
  Workforce Scheduling optimization automatically generates the ideal schedule by applying your scheduling policy and appointment priorities. Optimization is relevant to field work only.
• How Does Workforce Scheduling Optimization Work?
  Workforce Scheduling optimization scores candidate schedules against your scheduling policy and appointment priorities, then applies the highest-scoring result. Optimization is relevant to field work only.
• Prioritizing Service Appointments for Optimization
  Priority values on Workforce Scheduling service appointments tell the optimization engine which appointments to schedule first when your team’s availability is limited. Priority reflects business factors like due dates and service level agreements — not just urgency. Optimization is relevant to field work only.
• Resource Schedule Optimization for Workforce Scheduling
  In Workforce Scheduling, use Resource Schedule Optimization (RSO) to reoptimize a single service resource’s schedule when a last-minute disruption occurs. RSO reshapes a single resource’s day due to a shift change, a cancellation, or an unexpected block of unavailability — without affecting the rest of the team. RSO is relevant to field work only.
• In-Day and Global Optimization for Workforce Scheduling
  Use In-Day Optimization to recover from same-day disruptions — such as last-minute schedule changes — by optimizing the team’s schedule across one or more service territories. Use Global Optimization to reoptimize the schedule across one or more service territories over a longer date range. In-Day and Global Optimization are relevant to field work only.