Satvinder Singh Senior Project Manager

For activities to move dynamically into white space in schedule board, within MTs schedules. For example, if an engineer has two 8-12 timeslot appts in the morning, and the first appt finishes an hour early, we'd want the second 8-12 to move forward into the white space as well as any other corresponding activities in the schedule automatically (barring it breaking any rules e.g. it wouldn't move a 12-4 to 8-12).

When manually moving an activity if the activity breaks the below rules, an intrusive window will pop up warning user, and making them decide if they want to proceed or cancel the action. Warning must be intrusive and drive the user to make a decision.

1. Skill mismatch
2. Will miss SLA/timeslot
3. Shift Mismatch (engineer not working on that day, or activity will go past shift end time for tech)

We'd like an AI driven function to derive learned values for activity durations at activity type and other attribute levels within work order. This should learn at at an area and individual engineer level. The data needs to be relevant and good to use, so should consider volume of activities undertaken, as well as exclude outliers.

This should then be applied automatically (daily but weekly would do) to existing and newly booked appts. Should be applied at area and tech level, the area values aggregated from techs within the area.

This should be a continuous cycle.

These values should be used within the RSO function to understand where best an appointment is placed based on things like reducing travel, maximising utilisation etc.

We would need the ability to overbook or underbook our available resource by date:

Overbook - we need to overbook the amount of appointments, often 5-15%, to account for higher non-completion rates (technical or just customer refusals), to ensure our workforce is utilised as possible.

Underbook - we need to be able to underbook, often this is between D-56 and D-28 holding back resource capacity to allow holidays and other outages to be booked.

Pot Management - be able to control what work comes in by type by date by area (or other such entity):

Skill

Work Type

If an MT has taken longer or shorter, it'll show the actual travel done (separate from the activity) on the Schedule Board.