Why the diary moved a customer's routine

Each night the diary checks whether a settled day is full most weeks, and either moves one customer's routine or suggests the move to you.

Last updated

What it is#

A settled day can fill up over time as customers join. Rebalancing is part of the nightly check. It looks at each settled team member and weekday over the next 4 weeks from tomorrow. If that day's normal hours are used up in 2 or more of those weeks, the day is full most weeks, and the diary looks for one customer who would fit better somewhere else.

Flex never counts as room, and pencilled visits that could go elsewhere are not counted.

When to use it#

It runs by itself every night. In automatic mode you only need to read the notice. In self mode you decide whether to accept the suggestion.

How to do it#

In automatic mode ("Let the diary plan itself") there is nothing to do. The diary moves the routine and sends you the notice A customer's routine has moved, naming the customer, the old and new day and team member, and how many weeks the old day was full.

In self mode ("I place visits myself"):

  1. Open Notifications from the menu.
  2. Find the notice A settled day is full most weeks. It names the full day, and the customer whose routine could move to make room.
  3. Press Move it to accept. The notice then reads Moved. The routine's pencilled visits follow it.
  4. To leave things as they are, do nothing.

What your customer sees#

Nothing at the time. Pencilled visits are not emailed. When a visit on the new day is confirmed, the customer gets the usual confirmation with the day and whether to expect you in the morning or the afternoon. It never gives a clock time.

What happens next#

The customer's settled team member and weekday change. Their pencilled future visits follow at the next planning pass. Confirmed visits and visits you placed by hand stay where they are.

The team member sees the changed visits on their page once they are placed.

Good to know#

  • Only customers settled on that day are moved, and only those with no Days or Team member row you set yourself on the service.
  • A customer the diary moved in the last 8 weeks is left alone.
  • The customer chosen is the one who fits best elsewhere: a day with room in normal hours in all 4 weeks and the least added travel. A tie goes to the customer who settled most recently.
  • The diary moves one customer at a time, then checks again, up to 10 moves a night.
  • If nobody can move, you get a notice naming the day and the customers set to it, asking you to change one of them to make room.
  • Each outcome is told to you at most once a week.
  • Nothing settles in self mode, so a suggestion there can only come from a routine settled before you switched to self mode.

Not what you needed? Contact us and say what you were trying to do.