Workforce Scheduling Service Objective: Resource Priority

Use the Priority field or create a custom field on the Service Resource object of numeric type to store the priority of the service resource. Then, configure the Resource Priority Field picklist in the Resource Priority objective. A lower numerical value for a service resource priority represents a higher business priority, so the scheduling engine prefers scheduling that resource over a resource with a higher numerical value.

Note

• While you can use any scale of priority values we recommend you use a scale of 1 to 10, without fractions.
• Resources with a priority value of null are considered as the lowest priority grade and least preferred.
• Resources with a priority value of 0 are considered the best candidates.
• Negative values are considered as null.

The scheduling request finds the maximum priority values for all service resources in the request and uses that as the maximum value for the scale. All the priority values in the request are graded along this scale. The graded value of the service resource’s priority represents the penalty applied when that service resource is scheduled. The grade is multiplied by the weight of the Resource Priority objective in the scheduling policy to determine the resulting score of the schedule for an appointment.