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How to configure service delivery preferences

Service delivery preferences help you to get the best optimization results for tickets inside the Work place adapted to your business goals.

Configuration of the optimizer is actually pretty straightforward. You should consider these four steps in our system for the best results.

What are the goals of my company? -> Admin panel: Select Preset
Is an LSDT breach allowed for this project?  -> Admin panel: Recommended settings
Should skills be considered for this project? -> Admin panel: Recommended settings
How to benefit from service delivery preferences -> How to benefit from service delivery preferences

Preset 1: Minimize spent time
Use this setting if you are paying your workforce for their spent time per day. We will optimize the schedule to reduce driving times per engineer which might lead to a higher CO2 footprint.
 
Preset 2: Reduce the CO2 emissions
We will optimize your workforce schedules to reduce the maximum amount of CO2.
 
Preset 3: Maximize resource utilization
This setting is recommended for organizations that want to maximize engineer utilization. Our optimizer will try to schedule as many tickets as possible per headcount which might leave engineers without any assignment for the day.
 
Learn more here about the optimizer capabilities.
Changing the preset
  1. Go to the Admin panel.
  2. Go to Projects.
  3. Select a project.
  4. Go to the Basic tab.
  5. Toggle on Skills consideration.
  6. Toggle on LSDT breach is not allowed.

The FMA tab gives you the option to let engineers start working on multiple tickets simultaneously.
By flipping the toggle to the right engineers are allowed to start appointments at the same time opposed to be forced to work from ticket to ticket.

What does this mean for the engineer and the usage of the FMA app?

If functionality is enabled the engineer can:

  • Drive to an appointment and note it down in the app as usual.
  • Start working on the ticket and note it down in the app as usual.

The engineer can also get back to the Home screen and can additionally:

  • Drive to another appointment or appointments in parallel and note it down in the app as usual.
  • Start working on another ticket or tickets in parallel and note it down in the app as usual.

If functionality is disabled the engineer can:

  • Work on tickets only one by one

Another option that is available in the FMA tab is the Publish PUDO appointments to FMA toggle. Enabling this toggle ensures that scheduled PUDO appointments will reach the engineer. If this toggle is switched off PUDO appointments will not be displayed inside the FMA app.

Another option that is available in the FMA tab is the Turn on My Day functionality toggle. Enabling this toggle will make the My Day tab available inside the FMA app. The My Day menu inside the FMA app can be used by engineers to track their work start, work breaks, and work ends. 

  • Allow FMA users simultaneous appointments toggle: By flipping the toggle to the right engineers are allowed to start appointments at the same time opposed to be forced to work from ticket to ticket.

  • Publish PUDO appointments to FMA toggle: Enabling this toggle makes sure that from the dispatcher or by the optimizer scheduled PUDO appointments can reach the engineer’s FMA app.

  • Turn on My Day functionality toggle: Enabling this toggle makes the My Day tab available inside the FMA app.

  1. Go to the Work place.
  2. Select a dispatch group in the Timeline.
  3. Click on the magic wand.
  4. Select the optimization interval.
  5. Click on Optimize Now.
  6. Wait for desired results (Optimization results may improve with time passing).
  7. Click on Take Over.
  8. (Optional) – Click on Minimize and Continue optimizing in the background (Optimization results may improve with time passing).
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