Create a batch for Schedule Optimization

Create an optimization batch to determine the interval at which optimization should run. Set the start date, batch start time and end time, and run frequency for the related scope.

Before you begin

Role required: wm_admin

About this task

Key considerations for optimizing your schedules:

• Batch configuration: You can configure up to 36 batches within a 24-hour period for optimizations. Each batch must last at least two hours, and there should be no more than three overlapping batches. For instance, you might have Batch 1 from midnight to 02:00, Batch 2 from 01:00 to 03:00, and Batch 3 from 02:00 to 04:00
• Frequency settings: Optimizations runs are supported on a continuous or fixed schedule. The default frequency for optimization runs is every seven days. However, you have the flexibility to choose from several options to adjust the run frequency. You can set optimizations to run once, every day, or at intervals of 30, 60, 90, 120, or 180 days, based on your specific needs.
• Time relative scopes: The start time of a scope is relative to the batch start time. If the batch starts today, but the scope start time is tomorrow, the optimization will focus on agents and tasks for the given scope for the next day.
• Optimizing across territories: When dealing with agents and tasks spanning multiple territories, the system intelligently consolidates all overlapping territories into a single set. This ensures a streamlined and effective scheduling process.
• System data: The system tracks task eligibility across territories and calculate associations between territories and their overlaps. This data helps in identifying agent and geographical overlaps, creating a comprehensive list of related territories.

Procedure

1. Navigate to All > Schedule Optimization > Batch Optimization > Batches.
2. Select New.
3. Enter a name in the Name field.
4. Set the start date, batch start time, and end time in the relevant fields.
   Note:

   When you activate a job with a start date in the past, it creates two scheduled jobs: One to run immediately and another to run in the future. To avoid immediate processing, set the batch start date to a future date when you plan to activate the batch.

5. Determine how often a batch runs, and select a value for Run Frequency.
6. Select Save.
7. Add scopes to the batch.
   1. To optimize tasks by assignment groups or territories, select New in the Optimization Scopes field.
   2. Enter a name in the Name field.
   3. Select a scheduling attribute configuration in the Scheduling attribute field.
   4. Set the Assignment horizon range to determine the span of time during which the tasks are assigned to the agents.
   5. Select Activate.
8. Optional: If the Run Frequency selected in step 5 is Once, you can choose Schedule now to run the batch immediately and observe its effects.
   If the Run Frequency is set to more than Once you can conduct a test run by duplicating the batch configuration, setting the Run Frequency to Once, and selecting Schedule Now.

Result

At each defined interval, the batch triggers the Schedule Optimization process. Work order tasks are automatically assigned to the most suitable agent, and the Assigned To field is updated accordingly. To verify the next scheduled trigger time, see https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2142495.

Note:

Schedule Optimization does not detect changes you make to agents or tasks during an optimization run. The system considers changes to agents and tasks during the next optimization run.

You can View Schedule Optimization logs to gather insights from each optimization attempt.

Add or remove scopes from an optimization batch

Add scopes to optimization batches or remove a scope from a batch if the number of scopes in a batch becomes too large to manage.

Before you begin

Role required: wm_admin

Procedure

1. Navigate to All > Schedule Optimization > Batches.
2. Select the optimization batch that you want to add or remove a scope from.
3. Select Edit.
4. Select the scope.
5. Either add the scope to or remove the scope from the optimization batch.
   • To add the scope, select Add.
   • To remove the scope, select Remove.
6. Select Save.