Filters Management

Source: This article refers to Filters Management

In a Nutshell

The Filters feature of the Workforce Management module is used to create and apply filters for both Service Calls and Technicians. Once created, these filters can be used to quickly filter technicians or service calls in order to improve service call outcomes while streamlining the planning process.

Filters can be as general or granular as needed. For instance, you might want to apply a filter when service calls originate from a specific country, and ensure that the technicians assigned have the necessary language abilities and/or proximity to best respond.

In order to create a filter like that, you could add the following conditions:

  • Skills is Italian
  • Territory contains Italy
  • Position is Service



And when service calls originating in Italy were received, you could then apply this filter and assign the service call to an available technician that has the correct position, operates in the relevant territory, and possesses the necessary skills.

Note: Skills are managed in the Skills Management tab of the Workforce Management module. The idea behind the Skills module is to allow you to have the means to create a relationship between customer requirements and technician capabilities.

A Closer Look

The Filters feature includes two specific types of filters:

  • Technician: These filters are used in order to filter technicians based on the filter parameters. By applying a technician filter, you can more quickly filter out technicians that don’t meet the criteria contained in the filter.
  • Service Call: These filters are used in order to filter service calls based on the filter parameters. By applying a service call filter, you can improve service call scheduling.

Both Technician and Service Call filters can be cloned, edited, and deleted once created. Cloning filters allows you to copy existing filters and adjust as needed for different scenarios.


Technician Filters

technician Filters can include any combination of the following:

Note: If a technician filter has been applied and then the Best Matching Technician feature is used, only the Technicians included in the original filter will be queried for best matching criteria.

Conditions


Filter Type Description
Branch The branch associated with the technician.
Code The unique code associated with the technician, technician group, etc.
Department Name The name of the department to which the technician belongs.
Email Address The technician email address
First Name The first name of the technician.
ID The ID associated with the technician.
Job Title The job title of the technician.
Mobile Phone The mobile phone of the technician.
Position The position of the technician.
Remarks Remarks associated with the technician.
Skills Skills associated with the technician.
Status The status of the technician.
Territory The territory of the technician.
Type of Resource The type of resource associated with the technician (example: internal, external)
User Name The user name associated with the technician.

Conditions


When selecting conditions, you can also select the logic you would like to apply, including:

Operator Description
Contains By selecting, the application will filter using "contains" logic to filter applicable records.
Does Not Contain By selecting, the application will filter out any records that contain the condition.
Starts With By selecting, the application will use "start with" logic to filter applicable records.
Ends With By selecting, the application will use "ends with" logic to filter applicable records.

Field Reference


When creating a new filter, you will enter the following information:

Field Description
Filter Name Required. The name of the filter. Once saved, this will display beneath the Technician Filters. It is recommended that you use a descriptive name for ease of reference.
Add Condition Required. Here you can add one or more conditions to the filter. This can be any combination of the conditions referenced above.
Create By selecting this option, the technician filter will be saved. Successfully saved records can then be edited, cloned, or deleted as needed.

Service Call Filters

The Service Call Filters feature of the Workforce Management module is used to create and apply filters for service calls. There are already several service call filters included in the module:


Standard Filters


Service Call Filter Description
Overdue When this filter is applied, the application will display all service calls that meet the criteria of being “overdue” (generally, this means the service call has not yet been completed and had a scheduled due date of Today or Yesterday
Low Priority When this filter is applied, the application will only display service calls that have a Low Priority status.
Medium Priority When this filter is applied, the application will only display service calls that have a Medium Priority status.
High Priority When this filter is applied, the application will only display service calls that have a High Priority status.
Ending this Week When this filter is applied, the application will only display service calls that will end at the end of current business week. The hours of operation are set in the Planning Horizon.

Custom Filters


You can create Service Call filters using the following:

Filter Type Description
Activity Due Date The due date of the activity.
Activity Earliest Start Date The earliest start date of the activity.
Activity Planned End Date The planned end date of the activity.
Activity Subject The subject of the activity (example: “generator repair”).
Project Code The unique code associated with the project and related activities.
Project Type The type associated with the proejct and related activities.
Project Subject The project subject (example: “environmental survey”).
ZIP Code The zip code associated with the service call / activity.
Responsible The responsible associated with the service call / activity.
Service Call Code The unique code associated with the service call.
Service Call Customer Name The customer name associated with the service call.
Service Call Origin The origin type of the service call (example: “email”).
Service Call Priority The priority level of the service call (example: HIGH).
Service Call Problem Type The type of problem associated with the service call. These are created and managed in Settings > Service Call > Problem Types.
Service Call Remarks Remarks associated with the service call.
Service Call Subject The subject associated with the service call.
Service Call Territory The territory associated with the service call.
Service Call Type The type associated with the service call.
Service Call Created Date The date on which the service call was created.
Service Call End Date The planned end date of the service call.
Service Call Skills Skills associated with the service call.
Service Call Start Date The planned start date of the service call.
Service Call Updated Date The date on which the service call was updated.

Field Reference


And when you create a new filter, you will enter the following information:




Field Description
Filter Name Required. The name of the filter. Once saved, this will display beneath the Service Call Filters. It is recommended that you use a descriptive name for ease of reference.
Add Condition Required. Here you can add one or more conditions to the filter. This can be any combination of the conditions referenced above.
Create By selecting this option, the service call filter will be saved. Successfully saved records can then be edited, cloned, or deleted as needed.

Permissions and Configurations

The following permissions are required to use the Filters features contained in the Workforce Management module.


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