Schedule Optimization is an advanced scheduling engine that uses Operational Research and Machine Learning models to determine the best assignment for every job — balancing technician availability, travel time, skills, priority, and SLA requirements across your entire workforce simultaneously.
Most scheduling tools optimize locally. Schedule Optimization works across the full picture — fitting more jobs into working hours, routing technicians efficiently, reducing overtime, and giving priority work the placement it needs to meet commit times. When conditions change mid-day, it adapts instead of leaving dispatchers to manually rebuild the schedule.
The result is a schedule that does more with the same workforce: fewer miles driven, higher first-time fix rates, less overtime, and less dispatcher time spent solving problems the system should handle automatically.
Schedule optimization capability offers two main modes:
• Batch Optimization and Intraday Optimization (scheduled, prioritized, on-demand)
• Integration with FSM features: Territories, Capacity & Reservations, Planned Crews, Workforce Optimization, Advanced Task Dependencies, Agent Efficiency
• 40+ configurable constraints & objectives (travel, work, SLA, skill, overtime penalties)
- New
- Support for overlapping territories in Prioritized optimization — tasks and agents from overlapping territories are now considered together during optimization runs
- Dynamically trigger Prioritized optimization based on configurable max-agent and event-count thresholds
- Time-bound availability of demand channels in a territory
- Optional skill level support in Schedule Optimization
- Schedule Optimization now respects skill validity periods
- Shift-level visibility in run results — Run Summary and Run Detail now include optimization horizon, shift, and resource columns; new Run Summary Shift table with related lists for Agent Schedules and Work Order Tasks
- Changed
- Fixed
- Scheduled intraday flow querying events from previous days, with a hard limit of 1000 events
- Locked tasks not sent when window end has passed
- Tasks with window end beyond the optimization horizon end not considered
- Re-using scope from an already active batch incorrectly activating a new batch
- Removed
- Required plugins and products
- Require Work Management and Geo Location from Field Service Management Core, ML Predictive Intelligence
- Dependencies
- Family Apps - com.snc.work_management, com.snc.geolocation and com.glide.platform_ml
- Store apps - FSM Map Provider Integration
- Properties that need to be created or set to activate the content pack - NA
- Affected business rules - NA
- Affected script includes - NA
- .jar files that need to get uploaded, if applicable - NA
Schedule Optimization feature works based on Platform ML Capability [fsm-optimizer]. The customer instance should be registered with the Platform ML Scheduler to establish connectivity with the respective capabilities.
Beans.ai, a third-party map provider, can be configured to determine travel estimation while scheduling. Necessary connection and credentials should be set up to avail this feature.