Schedule Optimization Metrics provides you with key performance indicators for measuring the efficacy of batch Schedule Optimization jobs. You can use these metrics to compare Schedule Optimization runs against each other, and to measure against historical values of technician utilization, drive time, SLA violations, and skills violations.

In ServiceMax, the top Schedule Optimization Metrics which can be measured on your business data based on optimization run(s) are as below:

Technician Utilization: What is the average technician utilization for a given Schedule Optimization job and Dispatch Process?

Utilization Summary: What is the average Utilization of all the technicians for a given Schedule Optimization job for a particular date?

Average Drive Time: What is the average Drive Time of technicians for a given job? Are you meeting your goals for drive time?

SLA Violation: Are you meeting all your SLAs? What is the expected hit to SLA metrics? What is the count of SLA Violations for a particular job run? What are the average durations of SLA Violations for a particular job run?

Skill Violation: Are your rules of skills adhered to? What is the count of Skills Violations for a particular job? Are you sending the right technician most of the time?

Overall scheduling effectiveness can be determined using the dashboard that shows the reports on each of the generated metrics. This provides a comprehensive visual view of Technician Utilization, Drive Time, SLA Violations, and Skills Violations for a given Schedule Optimization job and a Dispatch Process.

Unlike Service Performance Metrics, metrics related to Schedule Optimization are not generated for work that has been completed; instead, they are forward-looking, meaning they are focused on work planned for the future.

You can generate these metrics using a combination of simple configuration options which enable you to tweak them to suit your business needs, and reports & dashboards defined using the Salesforce platform.

The business data required to generate these metrics are created on successful completion of a Schedule Optimization batch job and the metrics can be generated on-demand, using the Schedule Optimization Metrics Execution configuration. Your reports and dashboards use these generated metrics.

To know the technical details of how these metrics are calculated in ServiceMax, see section Metrics Calculation. To know about these metrics from a business perspective, see section Business Context. Important technical aspects related to the implementation of this feature are covered in the Technical Context section.

For information about Schedule Optimization, see Schedule Optimization.