Skill Level Preference
The technician for whom the work order should be assigned is determined based on the value selected in the Skill Level Preference field in the Constraints tab of the dispatch process.
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Skill level preference selection is available only in Optimized Batch and Real-Time Optimization dispatch processes.
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The following table describes the selections. It also describes the impact of the selections in determining the technician needed for scheduling the work order.
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Skill Level Preference Value
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What It Means
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No preference
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When you select this value, it means that no preference is given to a technician with a higher or appropriate skill level. The work order can be scheduled to any technician meeting the minimum required skill level.
The skill level specified in the skill set information is the minimum required skill level for the work order. Any technician who matches the required skill level is considered for the work order.
The following is an example scenario of how skill level is considered in scheduling:
• Installation skill is mandatory for the work order.
• The required skill level is 5.
• Technician Aaron has skill level 4 for the required skill.
• Technician John has skill level 6.
• Technician Mark has skill level 10.
In this scenario, the work order is likely to be assigned to John or Mark, as both are qualified for the work order.
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Prefer technicians with higher skill level
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When you select this value, technicians with higher skill levels are likely to be considered for scheduling. However, this is a soft constraint, and there is no guarantee that the work order is scheduled to technicians with a higher skill level only. Scheduling depends on other factors such as cost, prioritization, and SLAs. The minimum required skill level is met while scheduling.
The following is an example scenario of how skill level is considered in scheduling when technicians with a higher skill level are preferred:
• Installation skill is mandatory for the work order.
• The required skill level is 5.
• Technician Aaron has skill level 4 for the required skill.
• Technician John has skill level 6.
• Technician Mark has skill level 10.
In this scenario, the work order is likely to be assigned to Mark, as he has the highest skill level.
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Prefer technicians with lower skill level
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When you select this value, technicians with appropriate skill levels are likely to be considered for scheduling. However, this is a soft constraint, and there is no guarantee that the work order is scheduled to technicians with an appropriate skill level only. Scheduling depends on other factors such as cost, prioritization, and SLAs. The minimum required skill level is met while scheduling.
The following is an example scenario of how skill level is considered in scheduling when technicians with a lower skill level are preferred:
• Installation skill is mandatory for the work order.
• The required skill level is 5.
• Technician Aaron has skill level 4 for the required skill.
• Technician John has skill level 6.
• Technician Mark has skill level 10.
In this scenario, the work order is likely to be assigned to John, as he has the lowest skill level.
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Schedule Optimization considers the expertise availability period while scheduling. You can specify the expertise availability start date and end date when adding expertise for a technician or a service team. This availability period of expertise is honored while scheduling work orders to technicians.
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