Routing is delaying pre assigned activities to overdue (Doc ID 3038195.1)

Last updated on AUGUST 05, 2024

Applies to:

Symptoms

We are experiencing a delay in pre assigned activities caused by routing assigning new activities before the pre assigned ones without considering the promised time slot to the customer.

ACTUAL BEHAVIOR
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Routing assigned an activity before another preassigned activity, causing the preassigned activity to start later than the promised service window.

EXPECTED BEHAVIOR
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Assigned activities should not be pushed to a late time when new activities are pre-assigned.

STEPS
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The behavior can be reproduced at will with the following steps:

1. The Field resource has a preassigned activity A scheduled within the time slot 10-12.
2. There is a new activity B in the bucket for the time slot 10-12.
3. The routing plan is run.
4. The activity B is assigned to the same Field resource right before activity A. However now activity B is on time, but activity A is late.

BUSINESS IMPACT
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The issue has the following business impact:
The Field resources are unable to complete on time all their activities.

Cause

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