Hi Joshua, so optimize work block travel time is basically telling the scheduler what type of travel to consider when scoring a block and work block is a chunk of time where an agent is available to be scheduled for tasks.
The options and their use cases
- Include travel to task - Ideal when on-time arrival is a key business metric (e.g., strict SLAs) because only travel to the task is considered in the rating and travel after the task is ignored for optimization scoring.
- Include travel after task - Ideal when the order of tasks matters and poor sequencing could increase overall route time because you want to factor in the impact a task has on subsequent travel to the next job. It Ignores how far the agent has to go to the task but includes the impact of the task on the following route.
- Include all travel - This is ideal for route efficiency and want to minimize total travel time across a technician’s day as it considers both travel to and after a task in its optimization calculations.
- Include no travel - Ideal for remote-only tasks, virtual support, or dispatch scenarios where the agent is static since travel is not a factor in work block rating
