Schedule and dispatch work orders
Schedule and dispatch work orders
This domain tests how requirements are matched to resources and how dispatchers use the schedule board and automation.
Core rules and concepts
- A work order produces a booking requirement with duration, time window, priority, territory, and required characteristics.
- Resources have capacity, work hours, categories, characteristics, start and end locations, and organizational scope.
- The schedule board visualizes requirements and resources. The Schedule Assistant proposes eligible resources using travel time and constraints.
- Booking statuses reflect the scheduling lifecycle, such as scheduled, traveling, in progress, and completed.
- Travel time affects feasibility. Promised windows and estimated arrival are not the same field.
- Crews book multiple resources to one requirement; Resource Scheduling Optimization can automate assignments when configured.
Worked example
A two-hour emergency requirement is due today in the North territory and needs an electrical certification. The dispatcher filters the board to North resources with the certification and available capacity. The Schedule Assistant shows one technician 40 minutes away and another 15 minutes away. The closer technician is chosen because travel time still fits the promise window. The reasoning is to filter by eligibility first, then compare travel and capacity against the time promise.
Traps that cost marks
- Ignoring travel time and booking a resource who cannot arrive within the promised window.
- Filtering only by territory and forgetting required characteristics or categories.
- Confusing the work order time promise with the booking estimated arrival time.
- Overbooking a resource because capacity and work hours were not checked.
- Assuming Resource Scheduling Optimization runs continuously; it must be configured and triggered.