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Workforce Scheduling for Agentforce Public Sector
Workforce Scheduling Rule Type: Maximum Contracted Work

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Workforce Scheduling Rule Type: Maximum Contracted Work

Maximum Contracted Work rule is a Workforce Scheduling work rule type that enforces contracted work limits for service resources within a defined pay period. The rule automatically tracks each resource’s total work — including service appointments, travel time, resource absences, and breaks — against their contracted maximum. This ensures compliance with labor contracts, prevents resource burnout, and eliminates the need for dispatchers to manually track each resource’s accumulated hours across the pay period. Maximum Contracted work rules are applicable to field scheduling.

Required Editions

Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions

Use Case

A utilities company operating under an Enterprise Bargaining Agreement (EBA) can use the Maximum Contracted Work rule to make sure mobile workers don’t exceed their 40-hour weekly limit. With the rule in place, the scheduling engine automatically enforces the limit during optimization and scheduling, freeing dispatchers from manual compliance tracking and eliminating the risk of costly contract violations.

Healthcare companies can also use this rule to protect clinicians from being overworked and to comply with regulated labor agreements. For example, a company can cap a nurse practitioner’s scheduled appointments at 25 hours per week, even if the practitioner’s operating hours availability spans the full week.

Considerations

Pay attention to these considerations when using the Maximum Contracted Work rule.

  • The work consumption calculation runs for all nonmanual scheduling operations, such as optimization and automated scheduling. It doesn’t apply to appointments that are manually dragged and dropped in the Gantt.
  • Only items where the configured duration field has a non-null, non-zero value are counted toward the total.
  • Resources without a pay group assigned aren’t subject to the Maximum Contracted Work rule.
  • All resources assigned to the same pay group share the same scheduling constraint and contracted work limit.
  • This rule applies a single definition, for example, counting by work duration or by number of appointments, to the entire workforce within a scheduling policy, even though the specific limits can vary per resource.

Set Up Maximum Contracted Work

Setting up the Maximum Contracted Work rule requires configuring several related objects.

Set Field-Level Permissions

Before configuring the work rule logic, ensure the admin user has the necessary field-level permissions.

  1. From Setup, in the Quick Find box, enter Permission Sets and select Workforce Scheduling Admin.
  2. Select Object Settings and update access for each object:
    • Pay Periods: Enable Read, Create, Edit, Delete. Ensure all fields (Start Date, End Date, etc.) have Edit Access.
    • Pay Groups: Enable Read, Create, Edit, Delete. Ensure all fields (Pay Frequency, etc.) have Edit Access.
    • Scheduling Constraints: Enable Read, Create, Edit, Delete. Ensure all fields (Max Contract Value, Calculation Mode, etc.) have Edit Access.

Define Pay Groups and Pay Periods

Establish the frequency and specific timeframes for work limit calculations.

  1. Create a pay group.

    The pay group defines the frequency of the payments. A resource is associated with a pay group and its contracted work limit.

    1. From the App Launcher, find and select Pay Groups.
    2. Click New.
    3. Enter a name (for example, Weekly Pay Group - Full Time Employees).
    4. Select a Pay Frequency for which the work is calculated (for example, Weekly). This is how often the contracted work limit resets for resources in this group.

      The Number of Days in Pay Period is automatically populated unless Fixed Days selected, for which you need to input a value between 1 and 3.

    5. Click Save.
  2. Create a pay period.

    The pay period defines the actual boundary of the payments for a particular pay group.

    1. On the pay group record, select the Related tab.
    2. In the Pay Periods list, click New.
    3. Enter a name (for example, Weekly FTE).
    4. Set the Start Date and End Date (for example, a 4-year range or a specific fiscal week).
    5. Click Save.

Configure Scheduling Constraints

The scheduling constraint defines the actual limit (the maximum hours of work allowed for the specified time, for example, 40 hours) and how it’s measured (what counts towards contracted hours). It calculates the total number of service appointments or the sum of numeric fields included in the pay period. A resource is associated with scheduling constraints.

  1. From the App Launcher, find and select Scheduling Constraints.
  2. Click New.
  3. Enter a name (for example, Full time employees Weekly).
  4. Set the Calculation Mode. Select Sum to total the duration of all counted items, or Count to total the number of service appointments. In Sum mode, the rule calculates the sum of numeric fields included in the pay period. It can count service appointments, travel time between appointments, resource absences (such as training and sick time), and lunch breaks toward the total work.
  5. In the Service Appointment Filter, select which service appointments to count or include in the sum.
  6. Select the Service Appointment Field to Include in Sum (relevant only if the Calculation Mode is Sum). This determines which numeric field on the Service Appointment to include in the sum, for example, duration. You can use the standard DurationInMinutes field or a custom field that reflects actual working time. Only items where this field has a non-null, non-zero value are counted.
  7. Select the Include Resource Absences checkbox (relevant only if the Calculation Mode is Sum) if you want to include resource absences in the sum. Then in the Resource Absence Filter select which resource absences to include in the sum.
  8. Select the Resource Absence Field to Include in Sum (relevant only if the Calculation Mode is Sum). This determines which field on the Resource Absence to include in the calculation of the pay period.
  9. Select to include lunch breaks, all travel between appointments, or exclude the first travel from home and/or the last travel to home. These fields are relevant only if the Calculation Mode is Sum.
  10. Enter the Max Contract Value for Pay Period. This is the maximum amount of contracted work allowed for the resource per pay period before a rule violation is triggered. Enter the value in minutes, for example, for a 40-hour weekly limit, enter 2,400.
  11. Click Save.

Create and Apply the Work Rule

  1. From Setup, in the Quick Find box, enter Workforce Scheduling and select Workforce Scheduling. Under Appointment Scheduling Logic, select Work Rules.
  2. To view or add work rule fields, open the Object Manager in Setup and select the Work Rule custom object.
  3. To add work rules to a scheduling policy, see Create and Manage Scheduling Policies in Workforce Scheduling.

Associate the Pay Group with the Relevant Service Resources

On each service resource record, set the Pay Group field to the pay group you created.

  1. Navigate to the Service Resources tab.
  2. Select the resources (or use a list view to mass-update).
  3. Update the Pay Group field on the Resource record to match the Pay Group that you created above.
  4. Click Save.

See Also

 
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