Configuring Route Optimization

Route Optimization reorders tasks post-assignment to minimize driving time, further enhancing operational efficiency and reducing travel costs, thereby enhancing productivity and customer service.

Enabling Route Optimization

• Navigate to All > sys_properties.list > sn_fsm_disp_wrkspc.enable_optimize_route and set the value to true. This displays Optimize Route option in the dispatcher workspace.
• Access the Dispatcher Workspace Configuration by navigating to All > Field Service > Dispatcher Workspace Configuration
• Ensure configurations are made within the 'Field Service Management Configurable Dispatcher Workspace' application scope.

Understanding Route Optimization Modes

You must select the work.management.optimization.conflict_handling system property to avoid conflicts due to overflow tasks when optimizing the route. For more information, see Properties installed with Field Service Management.

Route optimization operates in three distinct modes, each serving specific purposes:

1. Optimize Within Shift: Route Optimization re-orders tasks for a single agent's shift to minimize driving time, adhering to task time windows and avoiding locked tasks. This mode respects scheduled breaks and personal events.
2. Extend Into Overtime: Rearranges tasks if an agent is running late, allowing for overtime to complete them.
3. Cancel If Over Overtime: Attempts optimization but cancels the operation if exceeding allotted overtime is inevitable.

Key Features

Route optimization incorporates the following key features to enhance its functionality:

1. Task constraints: Ensures all tasks stay within their window start/end times (if isFixedWindow = true) and avoids moving locked tasks.
2. Breaks & Events: Optimizes around scheduled breaks or personal events.
3. Travel time estimates: Utilizes Maps API or straight-line estimates for travel time calculations.

System properties

Customize route optimization based on specific requirements and preferences:

1. Task-to-Task Time Buffer: Add extra minutes between tasks to accommodate unplanned delays.
2. Travel Time Calculation: Choose between Maps API or straight-line estimates for travel time accuracy. Use Maps API for more accurate data, or straight-line estimates for quicker calculations. Make sure to set up the Maps API key if you opt for it.
3. Default Work Hours: Specify start and end times for agents without a set schedule.
4. Travel Time Adjustments: Incorporate percentages for travel times and rush hour times to account for uncertainties.
5. Rush Hour Timings: Define morning and evening rush hour spans.
6. Toll Road Option: Determine whether toll roads should be considered in route planning.

Thresholds

1. Task Volume: Route optimization behavior varies based on the number of tasks.
   • Under 15 tasks: Full route optimization is performed considering all tasks and travel.
   • Over 200 tasks: Auto-routing fails, and an error message is displayed.
2. Partial Routing: In cases where all tasks cannot be accommodated, a smaller set is calculated, and the remaining tasks are set back to pending dispatch.
3. Dispatcher Workspace: Ensure the sn_fsm_disp_wrkspc.enable_optimize_route property is enabled to utilize the optimize route feature. For route optimization of task bundles, enable Route Optimization for Bundles (work.management.travel.calculation.bundle_route_optimization) property.
4. Scheduled Job: The Optimize Task Routing job runs by default at 3:00 am system time. Adjustments may be necessary for different time zones or busy environments.
5. Non-Customizable Script: Client scripts are optimized and takes around 4-6 seconds to run. The client scripts should not be customized.