Have you (or your customers) ever find the need to understand why dynamic scheduling behaved in a certain way? Why did it assign agent A to this work order task? Why did it not assign agent B? Or why does it refuse to assign ANY agent at all, what are my agents failing on? Have you built specific rules for scheduling, like matching skills, mandatory parts, rejected technicians or excluded technicians, that must be honored, even when doing manual scheduling?

This article explains how we can leverage dynamic scheduling to implement these scheduling criteria, make sure they are satisfied for manual attempts too, and post all the relevant insights to work notes for full transparency.