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Intelligent Auto-Assignment

Intelligent auto-assignment automatically matches incoming jobs to the best available technician based on skills, location, workload, customer preference, and SLA urgency. Instead of manually dispatching every job, you define the rules and let the system handle the rest.

Navigate to Settings → Auto-Assignment to configure the engine.

Pro feature

Auto-assignment — including matching factors, rebalancing, and assignment logs — is available on the Pro plan and above. Enterprise adds custom skill categories. See Plans and pricing.

Owner access required

Only users with the Owner role can configure auto-assignment settings. See Roles and permissions for details.

Enabling auto-assignment

  1. Open Settings → Auto-Assignment.
  2. Toggle Enable auto-assignment to On.
  3. Click Save.

When enabled, new jobs without a manually assigned technician are automatically routed to the best match. You can still override any assignment manually after it is made.

Prerequisites

Before enabling auto-assignment, make sure your technicians have skills assigned and up-to-date schedules. The engine relies on accurate data to make good decisions.

Matching factors

FSM Navigator's rule-based intelligent dispatch evaluates each available technician across 10+ real-time factors. You control which factors take priority so assignments match how your business actually operates.

Factor What it measures Priority
Skill match How well the technician's skills match the job requirements High
Location-based matching Real-time driving distance with live traffic conditions High
Workload balance How many jobs the technician already has that day Medium
Customer preference Whether the customer has a preferred technician Medium
SLA urgency How close the job is to its SLA deadline High
Parts availability Whether the technician carries required parts in van stock Medium
Booking window Whether the technician can arrive within the customer's requested window High
Overtime awareness Whether the job would push the technician past shift end Medium
Job continuity Whether the technician has prior history at the location Low

Adjusting priorities

  1. Open Settings → Auto-Assignment.
  2. Use the sliders to set each matching factor's priority from Low to Critical.
  3. Click Save.

Prioritize what matters most

If your business covers a large service area, raise the Location-based matching priority to minimize drive time. If customer relationships are critical, raise the Customer preference priority.

Enterprise feature

Custom matching factors are available on the Enterprise plan. Pro plan users receive the default priorities.

Rebalancing

Rebalancing continuously redistributes jobs among technicians to account for real-time changes — such as a technician going off-schedule, a cancelled appointment, new urgent jobs arriving, or shifting traffic conditions.

Setting Description
Enable rebalancing Toggle continuous workload redistribution on or off
Frequency How often rebalancing evaluates assignments (runs every few minutes by default)
  1. Open Settings → Auto-Assignment.
  2. Toggle Enable rebalancing to On.
  3. Select the Frequency from the dropdown.
  4. Click Save.

Enterprise feature

Rebalancing is available on the Enterprise plan only.

Rebalancing only moves jobs that have not yet been started (Pending or Assigned status). Jobs that are In Progress or Completed are never reassigned.

Rebalancing responds to schedule changes

When a technician's schedule changes — for example, through an approved schedule change request or time off — the rebalancing engine picks up the change immediately and redistributes affected jobs as needed.

Assignment logs

The assignment log shows a history of every auto-assignment decision, including which technician was selected and why.

Column Description
Job The job that was assigned
Assigned to The technician who received the job
Match strength Overall match quality summary
Factors Breakdown of how each matching factor contributed
Timestamp When the assignment was made

Viewing assignment logs

  1. Open Settings → Auto-Assignment.
  2. Scroll to the Assignment Log section.
  3. Use the date filter to narrow results.

Logs help you fine-tune matching factors by revealing how the engine makes decisions.

Frequently asked questions

Can I override an auto-assignment?

Yes. After the engine assigns a technician, any Owner or Dispatcher can reassign the job manually. The auto-assignment is a recommendation, not a lock.

What happens if no technician matches?

If no technician has the required skills or availability, the job remains unassigned and appears in the dispatcher queue for manual routing.

Does auto-assignment consider technician schedules?

Yes. The engine only considers technicians who are scheduled to work during the job's time window. Technicians who are off-duty or on leave are excluded.

How does customer preference work?

If a customer has a preferred technician set on their profile, that technician is given preferred status during matching. See Auto-assignment in Jobs for details.