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Page Content:    Learn about using the Schedule view (ClickSchedule) to manage your organization's scheduling and dispatching requirements. The information provided in these pages includes an overview of the Schedule view, including a list of terms that are used in relation to Tasks and Engineers (Resources) in the Schedule view, and detailed instructions for the user on how to work with the Schedule view in the Service Edge UI, or with the ClickSchedule legacy UI.
Pages For This Content:
Using the Schedule View of the Service Edge UI

Learn about the functionality in the Schedule view of the Service Edge User Interface (UI) that enables you to handle the scheduling and monitoring of resources and tasks. Learn about the Gantt, scheduling tasks manually and automatically, changing task schedule details, and monitoring tasks and resources on the map.

  • Accessing the Schedule ViewThis page explains how to access the Schedule View in the Service Edge UI.
  • Tasks and Resources in the GanttThis page contains information on working with the Gantt, including viewing the Gantt, customizing the Gantt display, filtering the Gantt and the Resources list, selecting Tasks, checking rule violations, unscheduling Tasks, focusing on Tasks and highlighting corresponding Tasks. It also describes the options available for flexible lunch breaks.
  • Loading Data by Time Domain and Business HierarchyThis page contains information about loading data by time domain and business hierarchy into the Schedule view of the Service Edge UI.
  • Searching for Tasks or Resources in ClickScheduleThis page provides information on how to search for resources or tasks in the Schedule view of the Service Edge UI. 
  • Monitoring Tasks and Resources on the MapThis page explains about monitoring Tasks and Resources on the map in the Schedule view of the Service Edge UI. Learn about monitoring Resource locations, map controls, map icons, viewing Resources/Task locations on the map, and viewing route information.
  • Managing the ScheduleThis page provides information on how to effectively manage the schedule in the Schedule view of the Service Edge UI.
  • Managing TasksLearn about the Schedule functionality for handling all aspects of task management, including basic task actions and working with the Task List. Tasks actions are available from both from the Task List and the Gantt. 
  • Managing ResourcesLearn about the management of resources in the Schedule view of the Service Edge UI, including basic resource actions, handling resource availability, and handling contractors.
  • Managing CalendarsThis page explains how to work with the Calendar Management view, including creating and editing a calendar, creating a calendar time interval, creating a shift interval, exporting and importing calendars, and assigning a calendar to a resource.
  • History of a Business ObjectThis page describes the History tab of the Business Object form. The tab displays an audit trail of the operations performed on the object.
Using the ClickSchedule Legacy User Interface

This page provides information about the ClickSchedule legacy User Interface (UI) and functionality. Learn how to manage the schedule, and manage tasks, resources, calendars, crews, messages and work orders.

  • Getting Started with ClickSchedule (Legacy UI)This page contains information on how to access the ClickSchedule legacy UI, and an overview of its functionality and structure, including accessibility and keyboard shortcuts, an overview of the default views, how to load data by time domain and business structure, and filtering and sorting data.
  • Managing Tasks in ClickSchedule (Legacy UI)Learn about the functionality for handling all aspects of task management in the ClickSchedule legacy UI, including basic task actions, working with the Task List and using the Task Bundler.
  • Managing the Schedule in the Legacy UILearn about the functionality in the ClickSchedule legacy UI that enables you to handle the scheduling and monitoring of resources and tasks. Learn about the Gantt Chart, scheduling tasks manually and automatically, managing breaks, working with multi-stage tasks and task dependencies, changing task schedule details, monitoring tasks and resources on the map and managing alerts and notifications.
  • Managing Resources in ClickSchedule (Legacy UI)Learn about the management of resources in the ClickSchedule legacy UI, including basic resource actions, updating contractor capacity, handling resource availability, relocating a resource and viewing engineer efficiencies.
  • Managing Calendars in ClickSchedule (Legacy UI)This page contains information about managing calendars in the ClickSchedule legacy UI.
  • Managing Messages in ClickSchedule (Legacy UI)Learn about managing messages in the ClickSchedule legacy UI, including how to view incoming messages, and how to send, reply to and forward messages.
  • Managing Crews in ClickSchedule (Legacy UI)Learn about managing crews in the ClickSchedule legacy UI. This page contains information on creating a crew, allocating resources to a crew, managing crew coverage, managing calendars, and working with the Calendar Editor.
  • Managing Work Orders in ClickSchedule (Legacy UI) Learn about work order management performed in the ClickSchedule legacy UI. This page provides information on the various views, and an explanation of the UI of the views, which are used to manage work orders effectively. The views provide the functionality for creating, maintaining and managing important data contained in the work order. By capturing this data in the work order in the front-office, the important information about the job can be shared with field workers for faster field-based
  • Location-Based Services (Legacy UI)This page provides information on the Location-based Schedule Wizard in the ClickSchedule legacy UI that is used to help with decision-making based on engineer location information.
  • Auditing Data in the ClickSchedule (Legacy) UIThis page contains information about the auditing of data in the ClickSchedule legacy UI.
  • Legacy ReportsLearn about using ClickAnalyze, a management decision support tool that enables managers and schedulers to view real-time information about their operations through dynamically updated reports and charts. The information provided in these pages includes an overview of the ClickAnalyze Reporting view in the ClickSchedule legacy UI, and, for schedulers, detailed information about working with the predefined reports available for your use.
Designed for organizations that provide various types of service, Service Edge ensures users (typically customer service representatives, CSRs) that considerations vital to the service organization are being met. These considerations include selecting a resource who is qualified and available to handle the task and who is closest to the customer's site. Selecting such a resource utilizes the human resources of your organization to their fullest potential, while providing your customers with efficient, timely and professional service.

Service Edge has unique customization capabilities. The system integrator can tailor certain aspects of the built-in functionality and logic of the system to the needs of your service organization. 

Service Edge can be integrated with any Customer Relations Management (CRM) or Enterprise Resource Planning (ERP) system to provide better and more efficient scheduling of service personnel and other resources.

Automating the Scheduling Process

Service Edge automates and streamlines the scheduling process by enabling it to be performed with minimal human intervention. The scheduler need only handle predefined exceptions. For example, if a task needs to be rescheduled due to a resource's delay at a customer site, the scheduler can reschedule it interactively using Service Edge. Schedulers can benefit from the efficiency of Service Edge as it finds the best way to schedule the most suitable resource for the task, by using predefined business rules that are set according to your organization's needs.

Service Edge provides two modes of operation: automatic and interactive.

  • In automatic mode, the Automatic Scheduling service schedules tasks according to predefined business rules and objectives.
  • In interactive mode, the scheduler works together with Service Edge to schedule tasks. When scheduling tasks interactively, the scheduler can either decide which resource to use and at what time a task should be performed, or allow Service Edge to assist by providing alternative scheduling options for tasks.

Built-in Scheduling Criteria

Service Edge provides scheduling capabilities with built-in scheduling criteria that take into consideration parameters such as:

  • Customer contracts and priority
  • Customer location
  • Required resources
  • Resource availability
  • Organizational calendars
  • Resource's skills

These criteria aid in scheduling by helping automate the process. Other scheduling criteria (known as business rules), unique to your organization, can be added to suit your organization's needs. The system schedules a task according to these rules, and Service Edge notifies you when these rules are violated. You can then choose to ignore the rules and schedule the task anyway, or cancel the scheduling.

User Interface

Whether you are using the Schedule view of the Service Edge UI, or the ClickSchedule legacy UI, the user interface in both versions enables various types of users, such as dispatchers and schedulers, to access key functionality.

It provides a comprehensive view of the task workload and the tasks assigned to each resource, and enables regular dispatchers and/or remote users to perform various scheduling tasks, including creating, scheduling, and unscheduling tasks and non-availability periods.

The Schedule view of the Service Edge UI can be accessed over the internet, and the ClickSchedule legacy UI can be accessed over the Internet or from any CRM, ERP, eCommerce or eService system, thus providing a key functional solution for remote users.

Both the Schedule view of the Service Edge UI and the ClickSchedule's legacy UI is a user-friendly graphic interface that provides a visual display of all the scheduled tasks for each resource on a day-by-day basis.

In each version, the Gantt displays a list of resources together with their scheduled tasks. It provides you with a comprehensive view of the resource's schedule, giving you an immediate indication of the resource's availability.

The Task List provides a comprehensive view of the task workload and the tasks assigned to each resource. It enables you to receive quick answers to task-related questions such as:

  • Which tasks are more urgent than others?
  • Which tasks required by the customer have not yet been scheduled?
  • Which tasks are in jeopardy?

Typical Workflow

Although Service Edge offers users flexibility in how and when they perform various operations, whether you are working with the Schedule view of the Service Edge UI or with the ClickSchedule legacy UI, the following workflow describes how dispatchers and schedulers might effectively use the user interface to fine-tune their organization's schedule, and handle exceptions. 

To begin, you first access the user interface. How you access the UI depends on which version you are using. For users of the Schedule view of the Service Edge UI, access it as described here. For users of the ClickSchedule legacy UI, access it as described here.

Once you have the Schedule view open, select the business entity and time period for which you want to display data. In the Schedule view of the Service Edge UI, the business hierarchy is accessed through the Working Domains link. In the ClickSchedule legacy UI, the business entity (region, district, or so on) is selected in the Business Structure tree, which displays only those entities for which you have the necessary authorizations, according to the policies of your organization.

Next, to facilitate management of your task workload, you can apply a filter to define which tasks are displayed on your Task List, for example, unscheduled tasks. For the Schedule view of the Service Edge UI, learn about using filters by clicking here. For the ClickSchedule legacy UI, learn about using filters by clicking here.

You can then edit the schedule interactively using scheduling tools, for example, by scheduling unscheduled tasks. You may first want to find a resource that is appropriate for the task by looking at the Resource Form or using the Resource Gantt filters. You can then select the task and schedule it by dragging and dropping it onto a resource on the Resource Gantt chart. Alternatively, you can select a task and then select the Get Candidate option, described here for the Service Edge UI, and here for the ClickSchedule legacy UI, to view the availability of qualified resources, and then schedule the task accordingly. For more information about scheduling, see Scheduling Tasks in the Service Edge UI or Scheduling Tasks Manually and Automatically in ClickSchedule (Legacy UI).

If any rule violations occur, you can view the Rule Violations dialog box and decide whether to schedule the task anyway or look for a more suitable scheduling option. Once the task has been scheduled, you can view its updated task details in the Task Card in the Schedule view of the Service Edge UI or in the Task Form in the ClickSchedule legacy UI, in order to relay the new task information to the appropriate resource.

You can also further optimize your schedule by identifying under-utilized resources and using the Schedule Idle Resource options to improve the level of coverage and utilization.

In addition, throughout the day, Service Edge enables you to update scheduled tasks, allowing you to handle any exceptions that occur in the field. For example, if a resource is detained in the field and is unable to arrive at the next task at the scheduled time, you can assign a different resource to the task. Service Edge also enables you to change schedule details in response to changes in customer requests.

Depending on your user profile, certain functionality, for example Drag and Drop, may have been disabled by the system administrator.