Temporarily add agents to Dispatcher Workspace

[Daniel Hills]

Field Service Management allows dispatchers to add any agent to the calendar in Dispatcher Workspace. This functionality, known as temporarily add agents, streamlines the process of bringing in additional resource into Dispatcher workspace.

By default, dispatchers can only add agents from the assignment groups or territories they manage. However, administrators can configure Field Service Management to allow dispatchers to add any agent, even those outside their managed areas. When adding agents from outside their managed groups, dispatchers can view the agents' schedules, ensuring better coordination and planning. However, as of the Zurich release, they cannot assign tasks to these agents.

Dispatchers can add up to 10 agents at once to quickly see what the agent’s schedule consists of.

For more information, see Temporarily add agents to Dispatcher Workspace.

[Francisco javi2]

Hi Daniel.

We are currently testing the functionality to temporarily add agents in Dispatcher Workspace. However, when we try to assign a work order task to these agents, we receive a message stating that the technician is not a member of the assignment group. Is there any additional configuration required to allow task assignment to agents outside their managed groups?

[Daniel Hills]

Hi @Francisco javi2 that is because the agent that you're trying to assign a task to isn't part of an assignment group that the dispatcher manages. You can add the agent to an assignment group the dispatcher manages and then you'll be able to assign them tasks. If you see the link to the doc site there's a note that states:

"If you're administrator has enabled the ability to add any agent, even those outside assignment groups or territories you manage, then you can add the agent and see their schedule, but you can't assign them tasks."