Scheduling in Workforce Optimization for Field Service

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Scheduling in Workforce Optimization for Field Service

    Scheduling in Workforce Optimization for Field Service enables efficient management of workforce resources by allowing you to plan and manage schedules, staffing, and shifts across teams from a centralized location. It also supports integration with on-call scheduling to manage on-call rotations and shifts effectively.

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    Key Features

    • Use the team calendar to add meetings, training sessions, time-off requests, or ad hoc work shifts.
    • Filter agents in the calendar by location, region, assignment groups, or other agent record fields for better resource management.
    • Create shift and schedule plans tailored to agents’ needs.
    • Approve or reject agent requests for time off and shift swaps to maintain schedule integrity.
    • Track and manage team schedules by comparing planned shifts against actual clock-in and clock-out times for selected days or weeks.
    • Monitor schedule adherence and alert teams promptly if deviations occur to facilitate immediate corrective action.
    • Utilize historical adherence reports to identify coaching opportunities and improve team performance.

    Schedule Adherence and Conformance

    Schedule adherence measures how closely agents follow their planned schedules, while conformance evaluates work completion regardless of timing. High adherence indicates agents are working as scheduled, supporting reliable field service delivery. Low adherence signals a need to review and potentially adjust workforce management processes.

    Adherence and conformance are calculated using the agents’ actual and planned work times, with default formulas as follows:

    • Schedule Adherence = Minutes worked during the shift divided by scheduled shift time plus overtime.
    • Conformance = Minutes worked plus overtime divided by scheduled shift time.

    By default, an adherence rate above 70% and conformance between 80% and 120% are considered ideal. Agents below these thresholds are flagged in red as non-adherent, enabling quick identification of potential issues.

    Administrators can adjust these formulas and threshold values to fit organizational requirements, providing flexibility in managing workforce performance metrics.

    Scheduling in Workforce Optimization for Field Service enables you to manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.

    Key features

    With Scheduling, you can do the following:
    • Add meetings, training, time-off requests, or ad hoc work shifts by using the team calendar.
    • Filter agents in the team calendar based on their location, region, assignment groups, or any field in the agent's record.
    • Create shift and schedule plans for agents.
    • Approve or reject agent time off and shift-swap requests.
    • Track and manage the team's schedule on the team calendar by viewing the planned shifts versus the actual clock-in and clock-out times for the selected day or week.
    • Analyze whether your team members are following the schedules. If you see a potential issue, you can easily alert your team so that they can take immediate action.
    • Use historical adherence reports to analyze and recommend coaching opportunities for your agents.

    For more information about key performance indicators and sidebars, see Exploring indicators with KPI Details.

    Schedule adherence

    • Adherence is a metric to analyze how closely agents follow their schedule in completing the work assignments. Conformance measures the work completed regardless of when it was completed.
    • A high adherence rate indicates that agents are sticking to their schedules and offering field service when expected. A low adherence rate suggests changing the processes or decisions to manage the team efficiently. The numbers are highlighted in red for non-adherent agents.

    • Schedule adherence and conformance calculations are based on the formulas, agents' actual and planned work timings. The following are the default formulas that are used to calculate adherence and conformance for agents. However, your administrator can change the formulas, as required.

      The following components and formulas are used to calculate adherence and conformance:
      • The shift_planning_clock-in and shift_planning_clock-out scripts generate the agents' clock-in and clock-out events from the login and logout sessions. The business rule Agent Time Work Event Trigger generates clock-in and clock-out events whenever there is a change in agent's presence state.
      • Schedule Adherence= (Minutes worked in shift/Scheduled shift time in minutes + Overtime)
      • Conformance= (Minutes worked in shift + Overtime)/Scheduled shift time in minutes
    • The ideal adherence percentage by default is above 70, and conformance is between 80 to 120. However, your administrator can change the threshold values. For more information, see Scheduling in Workforce Optimization for Field Service. The agents who do not qualify to the defined threshold values are considered as non-adherent and are highlighted in red.