Dynamic scheduling rule to run out of hours only

[Chaz_]

Hi,

We would like to setup a dynamic schedule

rule but it should only run out of hours ie. 6pm-8am. Is there a way to configure this?

I can see there is an agent work schedule field on the dynamic schedule config but not entirely sure how this works. Also, the engineers we want to call upon are all on different schedules for their region.

Thanks.

[Vikram Reddy]

Hi @Chaz_,

There's no single toggle on a Dynamic Scheduling rule that says "only run 6pm to 8am". The engine doesn't gate itself off a clock, it gates itself off Work Schedule records (and, if you're using them, task/account Access Hours), so you get the out-of-hours behaviour by controlling those schedules rather than by configuring hours on the rule itself.

A few things worth knowing before you build this out:

• Dynamic Scheduling only proposes an agent for a slot inside that agent's Work Schedule. Manual scheduling doesn't respect this, a dispatcher can still drag a task onto an agent outside their hours, so this control only bites on the automated assignment path.
• The Work Schedule field on the dynamic scheduling config points to a schedule record, it isn't a fixed time window you type into the config. So to get a 6pm-8am window you build a schedule with those spans and reference it there, you don't type "18:00-08:00" into the rule itself.
• Because your engineers span regions, one global night schedule won't work for all of them. Best practice in FSM is one Work Schedule per agent (built from child schedules for holidays and the working-hours pattern for that agent's rotation). So build a dedicated after-hours schedule per timezone or region, e.g. an 18:00-08:00 schedule in each region's local time, and assign each engineer their own regional night schedule rather than trying to force everyone onto a single UTC window.
• Give the after-hours case its own Task Filter rather than bolting an hours restriction onto your existing daytime rule. A separate filter with its own agent/group pool and its own night schedule referenced is much easier to reason about, and it keeps your daytime matching criteria and ordering untouched.

Thank you,
Vikram Karety
Octigo Solutions INC