3Set Up Routing Profiles and Plans

Set Up Routing Profiles and Plans

You can create or modify a custom routing profile or plan.

Routing Plan

Routing plans define the optimization strategies for a company. A company may have several strategies such as:
  • a strategy for customer facing activities and employees

  • a strategy for internal maintenance activities and employees (if the organizations are managed separately)

  • a strategy for morning time, for noon, and for after hours (for example, the morning strategy prioritizes the travel optimization most, noon prioritizes activities that are older then 3 days, after hours works with VIP customers activities, or highest priority problems only)

  • a strategy for weekdays

  • a strategy for weekends (weekends have a different number of field employees, different service layer agreements, which can be similar to morning but running morning, noon, and after hours)

Routing Profile

A routing profile is a group of all the required routing plans. A routing profile can be assigned to many buckets, so that the customer need not copy the plans for each bucket, and only the plans that are from the assigned profiles are available for the bucket. This ensures that the strategies for different buckets, related to different lines of business or regions are not mixed with other buckets. To run routing on a bucket, you must have a non-empty routing profile assigned to the bucket.

How Access Schedule Impacts Routing

Generally no work is done beyond the hours defined by the Access Schedule. Therefore, routing plans including urgent, immediate, and bulk routing will not schedule activities outside of the Access Schedule. The only exception is when the activity is manually scheduled to be performed beyond Access Hours. In this case, routing may leave the activity service window unchanged.

Multi-day Routing

Some business environments deal with several days of workload. They must be able to understand how many days are required to process the backlog. In addition, the businesses must estimate when each of the activities could be processed, recognize gaps in skills and zones assignments, and manage logistics, such as parts and tools requests. To perform all these tasks, the businesses must be able to route all or majority of the booked activities. This is where the multi-day routing feature helps. As the name suggests, a multi-day routing plan runs for several days. You can create multi-day routing plans that can be started manually, that can be run once a day, or run recurrently. Further, you can roll back a multi-day routing plan as a single activity. The existing plans can be migrated; however, they will be migrated as single-day routing plans and you must change them to multi-day manually. In addition, changing a routing plan from single day to multi-day will not automatically reschedule activities from one day to another. You must select the Allow rescheduling of activities from one day to another within the routing plan period setting for each activity filter individually.

The benefits of multi-day routing are provided here:
  • All the jobs are assigned and constantly reoptimized.

  • Important activities are pulled from future to previous days.

  • The number of routing plans you must create is reduced.

  • You can roll back a multi-day routing plan as a single action.

  • You can see a summarized report of routing results including multi-day routing.

Multi-day Routing, Reoptimization and Rescheduling

By default, multi-day routing does not allow reoptimization or rescheduling of activities between days. So, the results of running a multi-day routing run without rescheduling is the same as running single-day runs for the same number of days. However, you can reschedule each activity using a filter in the Filters section. This filter lets only the activities that fit to multi-day rescheduling moved from one day to another during the routing run. However, this restriction doesn't apply to the sequence of routing runs.

If you allow multi-day rescheduling for a particular filter then routing ignores the scheduled date during rescheduling process for given activities. However, all other constraints like SLA and Access Hours will be included.

Routing Screen Widgets and Execution Summary Report

Routing screen widgets display the multi-day routing results. The result of a single multi-day routing run is the same as the result of a series of single-day routing runs, if both runs provide the same resulting routes. The Execution Summary includes the duration for which the routing plan has run. It also displays one entry per run regardless of the number of days in the routing run application period. The date in the entry is the date the plan starts.

The following table describes how these values are calculated:

Calculated against total values of the whole run Calculated against total values of current run, where provider number is (provider * days) Calculated as a total of daily values
  • Average working time

  • Average overtime

  • Average travel time

  • Average downtime

  • Resource utilization

  • Resources used

  • Routed activities

  • Resources

  • Activities

  • Working time optimization savings

  • Overtime optimization savings

  • Travel time optimization savings

  • Total savings

Resource Filters

In case of multi-day plans, resource filters are calculated for the period covered by the multi-day plan once and for all. If a resource must be excluded due to plan conditions for at least one day then it is excluded for all the days.

Routing Plans

When you create a routing plan, you fill the Apply to activities within __ day interval field. Use this field to create a multi-day routing plan. The number of routing plans in the list of routing plans includes multi-day routing plans as well.

Roll Back

A multi-day routing is rolled back as a single action and rolls back the whole run result. If you click Stop while the plan is running, all the activities routed during this routing run are returned to their initial states. You can roll back routing run results until the last date of the run application period. For example, if you ran a multi-day routing run yesterday for three days, you can roll it back today. In this case, partial rollback is applied, that is, all the Not Started activities are rolled back.

Add a Routing Profile

Routing profiles contain one or more routing plans that run against a bucket.

To add a routing profile:

  1. Click Routing to open the Routing screen.

  2. Select Routing Plans to display the routing plans and routing profiles available for the selected bucket or resource.

  3. Click Add routing profile located on the toolbar.

    The Add routing profile dialog displays.
  4. Type the name of the routing profile in the Routing profile name field.

  5. Select the Active check box.

  6. Click Add.

    The new profile displays in the Routing Profiles list.

    Clone an Existing Routing Profile

    If you want to add a routing profile that is similar to an existing routing profile, you can create a clone. A clone is an exact copy of the existing routing profile. You can change the clone to differentiate it from the existing routing profile.

    To clone a routing profile:

    1. Navigate to the Routing Profiles screen.

    2. Find the routing profile that you want to clone in the list.

    3. Click Clone.

      The Clone Routing Profile dialog is displayed.

    4. Type the name of the new profile in the Routing Profile name field.

    5. Select the Active check box.

    6. Click Clone.

      The new profile displays in the Routing Profiles list.

      Modify a Routing Profile

      You can modify a routing profile on the Routing Profiles screen.

      To modify an existing routing profile:

      1. Navigate to the Routing Profiles screen.

      2. Find the routing profile that you want to modify in the list.

      3. Click the Modify link to display the Modify routing profile dialog.

      4. Optionally, modify the Routing profile name.

      5. Optionally, select the Active check box to change the status of the profile.

      6. Click Update to save your changes.

        Activate and Deactivate Routing Profiles

        Active routing profiles are used to route activities to resources. Inactive routing profiles are not used. You deactivate a routing profile if you want to save it for future use, but you don’t want to use it right now.

        To activate (or deactivate) a routing profile:

        1. Navigate to the Routing Profiles screen.

        2. Find the row for the routing profile that you want to activate or deactivate and click Modify.

          The Modify routing profile dialog displays.

        3. Select or clear the Active check box to activate or deactivate the profile respectively.

        4. Click Update.

          Set Up Routing Plans

          Routing plans provide the rules that are used to route activities to resources. The rules are based on the business goals of your organization. Routing plans are assigned to routing profiles. Routing profiles are assigned to the buckets that you run the routing plan against.

            Assign a Selected Routing Plan to a Routing Profile

            Routing profiles are used to group more than one routing plan together so that you can run them all against the same bucket.

            You can assign several routing plans to a routing profile so that you have plans available to run against a bucket.

            Be cautious when running more than one plan against a bucket to avoid conflict between plans for shared resources and activities. When plans conflict with each other or try to use the same resources and activities, the routing results are typically less than optimal.

            For best results:
            • Use caution when running multiple routing plans against the same resources. Second and later generation routing plans will yield less successful results because they run against the resources remaining from the previous runs.

            • Do run the same resources through multiple plans that run against the same bucket, but do so with caution. For example, run one routing plan against the bucket in the evening to assign most of the activities for the day. Then run a second routing plan against the bucket around mid-morning. This second run might find openings for some of the activities that were not assigned in the first run. It can also assign the activities that came in after the first run.

            • Do use the fewest number of routing plans necessary. Doing so can minimize the chances of accidental sharing of resources and activities across plans.

            • Do run routing plans against large sets of resources and activities. When the pool of resources and activities is small, the application has fewer options for making a good match. As a result, routes will be less optimal and more activities will be unassigned.

              Create a Routing Plan

              Routing plans provide the rules to use when deciding how to route activities to resources. When you create a new routing plan, you select the routing profile to assign it to in the first step.

              You must create a Routing Profile before creating a routing plan.

              To create a routing plan:

              1. Navigate to the Routing Profiles screen.

              2. Find the routing profile to which you want to add the routing plan.

              3. Click Add routing plan in the Actions column.

                A new routing plan template displays.
              4. Expand each section and add values as necessary.

              5. Click Add.

                Before you can run a routing plan against a bucket, you must assign the routing profile that contains the routing plan to the bucket.

              Clone an Existing Routing Plan

              If you want to add a routing plan that is similar to an existing routing plan, you can create a clone. A clone is an exact copy of the existing routing plan. After you create the clone, you can change it to differentiate from the original routing plan.

              To clone a routing plan:

              1. Navigate to the Routing Profiles screen.

              2. Find the routing plan that you want to clone.

              3. In the Actions column, click Clone.

                The plan that you want to clone displays.

              4. Change the values as necessary.

              5. Click Clone.

              Before you can run a routing plan against a bucket, you must assign the routing profile that contains the routing plan to the bucket.

              Modify a Routing Plan

              You can modify a routing plan from the Routing Profiles screen. Before you can run a routing plan against a bucket, you must assign the routing profile that contains the routing plan to the bucket.

              To modify an existing routing plan:

              1. Navigate to the Routing Profiles screen.

              2. Find the routing plan that you want to modify.

              3. Click the Modify link in the Actions column.

                The Edit routing plan screen displays.

              4. Expand the sections and change the values as necessary.

              5. Click Update to save your changes.

              Activate and Deactivate Routing Plans

              Active routing plans are used to route activities to resources. Inactive routing plans are not used. You might decide to deactivate a routing plan if you want to save it for future use, but you don’t want to use it right now.

              To activate (or deactivate) a routing plan:

              1. Navigate to the Routing Profiles screen.

              2. Locate the row for the routing plan that you want to activate or deactivate and click the Modify link in that row.

              3. Click Routing plan to expand the section.

              4. Select or clear the check box next to Active.

              5. Click Update.

                Delete a Routing Plan

                You can delete a routing plan from the Routing Profiles screen.

                A Routing plan belonging to a sequence cannot be deleted unless detached from the sequence.

                To delete a routing plan:

                1. Navigate to the Routing Profiles screen.

                2. Select the routing plan to delete.

                3. Click the Delete link in the Actions column.

                  A confirmation message displays.

                4. Click Yes to delete the selected routing plan.

                Assign a Routing Profile to a Bucket

                You must assign a routing profile to the bucket so that the routing plans in that profile can run against the bucket.

                To assign a routing profile to a bucket:

                1. Select the bucket that you want to assign the routing profile to from the resource tree.

                2. Click Dispatch.

                3. Select Routing from the drop-down menu.

                  The Routing screen displays the Execution Summary block by default.

                4. Click Routing Plans.

                  There are no routing plans in the system message is displayed.

                5. Click the Assign Routing Profile link.

                  The Select routing profile dialog displays.

                6. Select the routing profile that you want to assign to this bucket from the drop-down list.

                7. Click Update.

                  Note: If you select the blank value from the routing profile drop-down list and click Update, any previous profile assignments for the selected bucket will be removed.
                The Routing Plans block shows the routing plan for the selected bucket.