Create a policy for Schedule Optimization

Create policies to promote factors like the travel time and an agent's availability. Policies determine how to optimize an agent’s schedule based on defined objectives or constraints.

Before you begin

Role required: wm_admin

About this task

Policies help achieve your optimization goals by combining objectives and constraints. Understanding your goals lets you customize optimization strategies.

For instance, if you have 20 technicians working in a city, you can set a policy to minimize travel time. By running optimization before the day begins, tasks are organized efficiently, reducing commute time. You can adjust existing policies by adding objectives and constraints to prioritize tasks and specify criteria for task assignment groups. For more information on objectives and constraints, see Optimization features used with Schedule Optimization.

To use capacity with Schedule Optimization, you must enable Capacity in the constraint. For more information, see Optimization features used with Schedule Optimization

Procedure

1. Navigate to All > Schedule Optimization > Administration > Policies.
2. Select New.
3. On the policy record form, provide a name and description.
4. Select Submit.
5. Select the policy you created.
6. Optional: Add a constraint.
   1. Select the Constraint tab.
   2. Select New.
   3. In the Optimization feature field, select the Lookup using list icon () and select the constraint to add.
   4. Select Submit.
7. Optional: Add an objective.
   1. Select the Objective tab.
   2. Select New.
   3. In the Optimization feature field, select the Lookup using list icon () and select the objective to add.
   4. Select Submit.
8. Select Update.

Result

You have now created a schedule optimization policy.

What to do next

Create a batch for Schedule Optimization.