Assign preferred agents to tasks

Identify agents most preferred for working on a customer account and assign them to tasks related to that account.

Before you begin

Role required: wm_dispatcher

About this task

You can automatically assign tasks to agents most preferred for working on a customer account. The tasks are assigned to preferred agents using dynamic scheduling when you drag tasks and drop to agents in Dispatcher Workspace, when you auto-assign the tasks, or when a customer books an appointment. To assign tasks for a preferred agent:

• Configure dynamic scheduling to automatically assign tasks to preferred agents of a customer account.
• Add the field service agent details to the customer account under the assignment preference as Preferred Agent.

Procedure

1. Add preferred technicians criteria to the task filter.
   1. Navigate to Field Service > Administration > Dynamic Scheduling Configuration
   2. In the Task Filters tab, add the preferred agents for a customer account criterion to the following three task filters:

      For information on adding criteria to a task filter, see Create a task filter

2. Navigate to Customer Service > Accounts.
3. Click the customer account for which you want to add field service agents as excluded agents.
   1. Select Technician Preferences > New.
   2. Add the agent details with Assignment Preference as Preferred Agent.
   3. Click Update.
      The field service agent is added as preferred agent and is assigned to work on any tasks on the customer account.
4. Assign tasks to agents using any of the following methods:
   • Auto-assignment
   • Managing appointments in Field Service Management
   The task is assigned to an agent preferred for working on the customer account the task is associated with.