Engineer Schedule Control
How engineers are ranked is dependent on the priorities expressed by the weighting values set up in control, letting you tailor this formula to your company’s needs and goals. Changing these values can affect the engineer point calculation and result in different recommendations from the system. Points are assigned as follows:
Area Points
If the area assigned to the engineer with Engineer Maintenance (11.13.1) matches the area on the call (which defaults from the end user), these points are added to the calculation.
Available Points
Engineer availability is determined by the status assigned in Engineer Maintenance. If this status indicates availability, the availability points are multiplied by either the number of hours an engineer is available or the number of calls he can still take.
Primary Eng Points
If the engineer is the primary engineer for the end user initiating the call, these points are doubled and added to the calculation. The secondary engineer is given these points without doubling them.
Problem Points
If the code in the Prob/Skill field of Call Maintenance is found in the Engineer’s skill table (set up with 11.13.5), these points are added to the calculation.
Time Zone Points
If the time zone of the engineer matches the time zone of the end user on the call, these points are added to the calculation. This is applicable only if Multiple Time Zones is Active.
