FAQ: Resource Recommendations
Answers to frequently asked questions about generating, scoring, and viewing Resource recommendations on the Service Board.
What Does the Recommend Resources Option Do?
The Recommend Resources option matches Resources on the currently selected Scheduler Resource List or Map Resource List to a Job based on its Job Requirements. The most qualified Resources appear with a star, a match percentage, and Resource Badges so you can pick the best technician for the work.
Where Do Resource Recommendations Appear?
Recommendations appear in the Scheduler Resource List. Hover your mouse pointer over a Resource to open a tooltip that shows the match percentage and credential details. You can also view the same recommendations in the Map Panel on the Scheduler tab.
What Do the Stars, Match Percentages, and Badges Mean?
Each marker tells you something different about the fit between a Resource and the Job:
• Star: The Resource meets or exceeds the configured Resource Recommendation Star Threshold.
• Match percentage: How closely the Resource matches the Job Requirements.
• Resource Badge: A visual cue that flags the Resources most preferred for that specific Job.
How Is the Match Percentage Calculated?
The match percentage is the total score divided by the base score, multiplied by 100. Total scores come from Resource qualifications. Base scores equal the sum of the Relative Importance values for the Credential Category tied to the relevant Job Requirement. When the Resource Travel Time credential category is enabled, estimated travel time to the Job location can also factor into the score.
What Is the Resource Recommendation Star Threshold?
The Resource Recommendation Star Threshold is the minimum match percentage a Resource needs before it earns a star. The default is 80%. Your system administrator can change this value.
Why Do No Resources Appear When I Run Recommendations?
No matches usually means the currently selected Resource List holds no Resources that satisfy the Job Requirements. Do one of the following, then run Recommend Resources again:
• Select a different Resource List.
• Adjust the matching criteria in the Edit Resource Matching dialog box.
How Do I Change the Matching Criteria for a Job?
At the top of the Scheduler Calendar, click Edit Resource Matching. In the dialog box, adjust the Weight values, select or clear the Required check box, change credentials, or set a new Minimum Level/Value. You can also add a Credential Category with Add New Category. Click Find Matching Resources to regenerate the list. These changes are temporary and apply only to the current recommendation run.
When Are Travel Times Included in Recommendation Scores?
Travel time affects the score when estimated travel time calculation is enabled for recommended Resources and specified for the Job. Click a recommended Resource in the Scheduler Resource List to see the travel time score and its factors on the Resource Card. Travel times draw on averaged historical traffic data and assume the Resource and the Job location share the same time zone. You can turn travel time on or off for a single run in the Edit Resource Matching dialog box.
How Does the Job's Service Team Affect Which Resources Are Recommended?
When the Use the Job's Service Team and Related Secondary Service Teams for Resource Recommendations setting is enabled and the selected Job has a Service Team, recommendations come from that Service Team and its directly linked Secondary Service Teams. The dispatcher resource list is ignored in this case. If the Job has no Service Team, recommendations fall back to the service teams on the currently selected Resource List.
Does the Service Team Setting Affect Propose Schedule or Propose Times?
No. The Service Team scoping applies only to the Recommend Resources action. The Propose Schedule and Propose Times actions do not use Service Teams to scope candidates.
Can I View Recommended Resources on the Map?
Yes. On the Scheduler tab, click Expand Map Panel and generate recommendations, or generate recommendations first and then expand the panel. Only the selected Job and its recommended Resources appear. Hover over a Resource in the list to enlarge its map pin, or click a pin to see location details and jump to that Resource in the list.
What Do the Travel Time Location Labels Mean?
Travel time tooltips describe where the Resource location data came from:
Location Description | Meaning |
|---|
Just now | Location data was updated within the previous 5 minutes. |
<n> minutes ago | Location data was updated <n> minutes ago. |
From Previous Appointment | Location data from the previous Appointment was used. |
From Default Location | Default location data was used. |
(location unavailable) | Location data cannot be determined, and the score is 0. |
(resource off duty) | The Resource is off duty at the preferred start time for the Job. |
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