---
schema_version: "1"
id: 91e0c9db6ec43e2987826497073e6d51432003a553e1ff1de61feb1c5254df0a
title: Using the Enhanced Scheduling and Optimization Dashboard
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/fs_es_insights_consider.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_es_insights_consider.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 897559eb0552bcdab7b5ac0af84f7797f3a851fa6ea6c60c4d399811c88402ad
description: "The Enhanced Scheduling and Optimization (ESO) dashboard provides a comprehensive view of automated scheduling performance, focusing on two key areas: optimization and scheduling. Both dashboards offer intelligent recommendations that help you improve scheduling and overall field service capacity."
products:
  - Field Service
release: "264"
---
# Using the Enhanced Scheduling and Optimization Dashboard

The Enhanced Scheduling and Optimization (ESO) dashboard provides a comprehensive view of automated scheduling performance, focusing on two key areas: optimization and scheduling. Both dashboards offer intelligent recommendations that help you improve scheduling and overall field service capacity.

To access Enhanced Scheduling and Optimization Insights, go to the **ESO** tab in FS Operations Home.

## Smart Recommendations

The Scheduling dashboard offers three insights to help you fix a messy schedule. Look for these cards:

- **Broaden Skill Coverage**: Address "No Resource Found" errors by updating technician skills or mappings. Identify training needs based on job backlogs.
- **Reduce Failed Appointments**: Use "Cannot Complete" statuses to suggest "Work Plans" that can improve first-time fix rates. Review work plans or parts lists.
- **Reduce Appointment Handoffs**: Stabilize the schedule and prevent the need to move jobs too often (for example, a customer seeing multiple workers for one job) by adjusting work rules.

## The "Big Three" Dashboard Filters

Check these filters first to make sure that you're looking at the right data:

- **Date Range**: Set to Today for live monitoring; Last 7 Days for trends.
- **Service Territory**: Filter to your region to ignore noise from other branches.
- **Optimization Type**: Use In-Day to see how today's schedule is shifting.

## Key Metrics: What to Watch

  
| Metric | Target | If it's RED or LOW... |
| --- | --- | --- |
| **Automation Rate** | \> 80% | Too many jobs are being scheduled by hand. Check if tech skills are missing or if the rules are too strict. |
| **Success Rate** | \> 98% | You probably have errors. Check with your for "Optimization Request" failures. |
| **Manual Rate** | < 20% | Find ways to reduce downtime. |
| **Tech Hours Saved** | Increasing | The engine is finding more time for techs to do actual work. |

## Pro-Tips for Daily Success

- Trust the green line: In the Scheduled Appointments chart, always aim to keep the After Optimization (Green) line above the Before (Purple) line.
- Watch the miles: If Total Miles Saved is dropping, check if your scheduling policy is accidentally prioritizing "Speed" over "Minimized Travel."
- Stop the churn: High manual reassignments usually mean that the dispatcher is stressed. Use automated reassignments to handle the shuffle whenever possible.

## Optimization Dashboard

The Optimization dashboard tracks the efficiency and tangible ROI of the automated optimization engine.

**Optimization Performance & Success**

  
| Metric | Description | Best Use |
| --- | --- | --- |
| **Success Rate (%)** | The percentage of optimization runs completed without system errors or timeouts. | **Health Monitoring:** Identify if specific territories or high-density schedules are causing the engine to fail. |
| **Optimization Runs** | The total number of times the optimization engine was triggered (Global, In-Day, or Resource-level). | **Volume Analysis:** Ensure the engine is running frequently enough to react to real-time schedule changes. |
| **Scheduled Service Appointments** | A line chart comparing before vs. after optimization volumes. | **Gap Analysis:** Visually confirm how many more appointments were squeezed into the schedule due to better routing. |

**Efficiency & Impact Metrics**

  
| Metric | Description | Best Use |
| --- | --- | --- |
| **Additional Appointments** | The percentage increase in scheduled jobs compared to the previous period. | **Growth Tracking:** Prove that ESO is increasing business capacity without hiring more staff. |
| **Total Tech Hours Saved** | Work hours reclaimed by reducing gaps and unnecessary downtime in schedules. | **Resource Planning:** Use saved hours to justify training time or to open more booking slots. |
| **Total Miles Saved** | Reduction in total travel distance across the fleet. | **Sustainability Reporting:** Quantify the reduction in wear and tear on company vehicles. |
| **Carbon Emissions Saved** | The carbon reduction calculated based on miles saved. | **ESG Goals:** Report directly to corporate sustainability initiatives. |
| **Estimated Cost Savings** | Financial value derived from reduced mileage and improved schedule density. | **Executive Reporting:** The primary "Bottom Line" metric to justify the cost of the software. |

## Scheduling Dashboard

The Scheduling dashboard focuses on the "Human vs. Machine" balance and identifies operational bottlenecks.

**Scheduling Effort**

  
| Metric | Description | Best Use |
| --- | --- | --- |
| **Service Appointments** | Total volume of appointments processed in the selected period. | **Baseline Volume:** Set the scale for all other percentage-based metrics. |
| **Automated Jobs** | Appointments that were scheduled with the automated engine or Book Appointment logic. | **Efficiency Goal:** The higher this number, the lower the administrative burden on dispatchers. |
| **Automation Rate (%)** | The ratio of automated vs. total jobs (aim for >80%). | **Process Maturity:** If this number is low, your scheduling policies may be too restrictive. |
| **Manual Jobs** | Appointments that required a dispatcher to manually assign. | **Troubleshooting:** High manual volume indicates edge cases that the AI doesn't know how to handle. |
| **Manual Rate (%)** | Percentage of the schedule still requiring human intervention. | **Training and Optimization:** Identify territories where dispatchers are still adjusting the schedule manually. |

**Resource Assignments**

  
| Metric | Description | Best Use |
| --- | --- | --- |
| **Resource Assigned Time** | Total productive time assigned to technicians. | **Utilization Check:** Ensure that technicians are fully booked and not sitting idle. |
| **Resource Reassignments** | The number of times an appointment changed resources. | **Stability Monitoring:** High reassignments can lead to churn and technician frustration. |
| **Automated Reassignments** | Reassignments done by the engine to improve the global schedule. | **Trust Building:** Shows that the engine is working in the background to fix conflicts. |
| **Manual Reassignments** | A dispatcher reassigned the appointments. | **Service-Level Agreement Risk:** Identify if dispatchers are overriding the engine too often, potentially breaking travel logic. |