Managing workforce

Oversee agent schedules, manage resources, optimize territory coverage, and handle crew tasks and assignments to ensure efficient and effective coverage.

Using overview

Managing your workforce can include one or more of the following activities.

• (Optional) Managing territories and agents from Territory Planning console

  The territory map in the Territory Planning Console provides a visual representation of a territory so you can easily see the location of the agents and crews assigned to the territory and also assign the work order tasks.

• Agent availability and calendars

  Understanding the times that field service agents are available is a key part of effectively scheduling and assigning work orders and work order tasks.

• Managing agent skills, schedules and tasks in Field Service Agent Management

  Field Service managers can quickly see the team members they manage and the skills assigned to members in the team. They can also currently open work order tasks, as well as recently closed work order tasks. Field Service managers can also manage the time sheets related to the Field Service agents that are on their team.

• (Optional) Capacity

  Field Service managers can see the capacity of the resources, that includes Field Service agents and equipment, that they manage.

• (Optional) Using Field Service Crew operations

  Some Field Service tasks require a crew to complete the work, that’s where Field Service crew operations come in.

• (Optional) Workforce Optimization

  Use smart scheduling, team structure, and real-time refreshing single scores to improve the efficiency of your Field Service agents.