Resco Field Service Guide
- 1. Using Scheduler
- 2. Field Service Entities
- 3. Scheduling View
- 4. WorkOrder Schedule Colors
- 5. Data Filtering
- 6. WorkOrder Schedule Editing/Scheduling
- 7. WorkOrder schedule auto-scheduling
- 8. Popup menu
- 9. Violations
- 10. Default project
- 11. Route Viewer
- 12. Scheduler customization in Woodford
- 13. Custom Task view
1. Using Scheduler
Scheduler is a part of the Resco Mobile CRM and it is available for organization connected with Resco CRM or Salesforce. It helps the Schedule Manager manage the people working in the field during the day/week, it oversees the free resources and helps to manage their work out of office.
Scheduler provides a graphical overview of task scheduling for each resource, history of the performed tasks, the ability to set only resources from the selected regions or only with the required skills, the ability to set optimization of existing tasks by automation and many other features.
Scheduler is optimized for desktop application (W7, W10) as well as mobile devices (iOS, Android, W10) with bigger screen (tablets).
Scheduler should be included into a project that has set up a role to Scheduler or Schedule Manager in the Woodford tool.
2. Field Service Entities
Employee Timecard – operating hours and office location
Territory – region in which a field service can operate
Skill – type of work that the resource can perform
Incident – case that needs to be resolved
Incident template – template for frequent incidents or recurrent services
Resource – technician who can perform field service work
Time-Off – resource vacations/absences
WorkOrder – (later as “Source”) entity that tracks the work to be performed for a customer
WorkOrder Schedule – (later as “Task”) reserve time for individual part of the WorkOrder work
Parts and Van Stock – representation of a list of items necessary to complete WorkOrders (not implemented yet)
3. Scheduling View
Scheduler offers views of several time ranges:
- Day View – The screen shows 24 hours for selected day
- 2 Days view – The screen shows two days in the season
- 3 Days view – the screen shows three days in the season
- Week view – the screen shows whole week. In the filter dialog, it’s possible to show or hide weekend.
- 2 Weeks view – the screen shows two weeks. In the filter dialog, it’s possible to show or hide weekends.
- 4 weeks – the screen shows four weeks. In the filter dialog, it’s possible to show or hide weekends
- 6 weeks – the screen shows six weeks. In the filter dialog, it’s possible to show or hide weekends
- Month overview –a statistical overview where there is a payload of individual resources displayed in the individual months.
Selected time range can be changed by clicking on arrows or calendar control, located in the right upper corner (eventually by left/right swipe on touch devices). TODAY button in the middle of the arrows can quickly navigate to the actual date.
3.1. Day View
Screen is divided into columns where each of them represents an hour. Dispatcher can use filter dialog to display only required range of hours (usually working hours)
Under the Day view, we can switch to 2 or 3-day view. Those views are available in the view selection list.
3.2. Week View
The screen is divided into columns where each of them represent one day. Dispatcher can use filter dialog to display only the work week (without weekends).
Two-week view is available in the list of all views. A description of the view is the same as by one-week view with an option to show/hide weekends.
3.3. Month Overview
Screen contains payload statistic of each resource by the months per year. Each month contains boxes for each resource where there is a displayed percentage of completed tasks (yellow) and a percentage of scheduled tasks (green). Size of box represents total working time in an actual month.
3.4. KPI Monitor
It shows key performance indicators for all tasks displayed in the current view.
Total scheduled time indicator – shows total time duration of all tasks displayed in the view.
Average travel time indicator – shows average travel time calculated for tasks displayed in the view.
Completed/all tasks indicator – shows completed task count in relation to scheduled task count that are displayed in the view.
Rule violations indicator – shows the number of displayed tasks that violate at least one schedule rule.
Jeopardy indicator – shows the number of unscheduled tasks that are in jeopardy (due date for when the task must be scheduled, is approaching)
4. WorkOrder Schedule Colors
– Task is not scheduled yet
– Task is scheduled and is waiting for handling
– Resource is traveling to the place where the task should be executed
– Resource arrived, work on the task started or the resource is on break
– Task has been completed
– Task has been cancelled
– Resource Time-Off (Resource is out-of-office and can’t be used for planning)
5. Data Filtering
There are several ways for the dispatcher to filter displayed data. One of it is through the Settings window that opens when you click the Settings button. The window contains six tabs with different types of settings.
5.1. Hide/Show Weekends, Completed and Canceled WorkOrder Schedules
Time interval defining “working hours” can be modified by the range control. This setting affects starting and ending hours displayed in the view. Dispatcher can use mouse or touchscreen to move start hour/end hour to the desired position.
The first tab has two check boxes.
- Show completed or canceled tasks: Check if you want to display completed and canceled tasks in the scheduler view.
- Show weekends and holidays: Check if you want to display weekends in your current view.
You can configure precision (in minutes) for various tasks:
- Rounded Minutes – determines number of minutes to which will be auto-scheduled task time rounded, as well as the minutes accuracy that can be set by task edit dialog.
- Move step – determines step of the allowed manual move.
Click Save & Close to apply changes.
5.2 Manual move
Manual move tab provides options to customize manual and auto-schedule behavior. It lets user decide also what to auto-schedule and whether to set the Incomplete (past) tasks as Canceled before the start of optimization.
User has three options of behavior after manual Drag & Drop of the task on the timetable:
- Manually select time slot and Resource – task will be scheduled at exact time and under the resource where it is dropped.
- Optimize time slots for selected Resource – task will be scheduled under the resource where it is dropped, but an optimal start time will be chosen automatically.
- Optimize time slots and used Resource – task will be scheduled under the best suitable resource and at optimal start time automatically, when it is dropped (position doesn’t matter).
Under Auto-schedule settings user can decide whether:
- Auto-schedule new WorkOrders – new WorkOrder Schedule (task) will be created from each WorkOrder (source) loaded in the list for source entity and then will be automatically scheduled.
- Auto-schedule conflicted WorkOrders – all editable WorkOrder Schedules that violate at least one rule will be rescheduled.
- Auto-schedule all ready WorkOrders – all editable WorkOrder Schedules will be rescheduled
- Use Google.Maps to calculate travel times – google API key requests will be used to calculate actual travel times before WorkOrder Schedules will be scheduled to minimize total travel time.
Views tab allows to set which entity view defined in Woodford will be used for task, source and resource record drawn in the Scheduler.
Rules tab contains settings for Auto-schedule rules. User can set a minimal time gap between current time and the first scheduled task, as well as a minimal time gap between the auto-scheduled tasks.
Resource popup menu is opened after a 1 second long press on a resource row in the grid view and contains action:
- Optimize Resource – Helps dispatcher to find optimal start time for all tasks assigned under the resource.
12. Scheduler customization in Woodford
For the advanced users that have access to Woodford customization tool, there’s also an option to customize Scheduler for each app project under Scheduler menu option.
The whole customization is divided into multiple tabs:
- Activity Types
- Activity Views
- Source Views
- Resource Views
- Time-offs and Holidays
Activity tab provides two main things: It allows user to determine used entities and respective fields (i.e. Activity (task) entity, Scheduled Start field) and it allows user to set OnCreate rule, that is executed when new activity (task) entity is created based on the source entity (when source entity item is drag&dropped from the list for source entities in the Scheduler)
12.2 Activity Types
Activity Types tab provides user with an option to customize Actions (task behavior) and respective Colors for individual Activity entity states given by Status Field. (see more in Chapter 4. Workorder schedule colors)
12.3 Time Offs and Holidays
Time Offs tab allows user to enable or disable the Time-Off and Holiday items while also being able to set their entities, fields or colors.
12.4 Activity Views
Activity Views tab allows user to select from the public views to determine which ones should be used as activity views while also providing an option to determine which one of them will be the Initial one.
12.5 Source Views
This tab is similar to the previous one with the difference of choosing the Source view.
12.6 Resource Views
This tab is similar to the previous one with the difference of choosing the Resource view.
13. Custom Task view
A WorkOrder Schedule view example in Woodford view designer.
WorkOrder Schedule drawn in Scheduler where the same view designed in Woodford is applied on tasks.