Optimize Route in Dispatcher Workspace Known Errors and Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Issue 1: Routes are displayed in straight Lines in FSM Dispatcher Workspace Map when show route action and optimize route action on agent is performed. When viewing routes between an Agent and Work Order Tasks (WOT) in the FSM Dispatcher Workspace Map, only straight lines are displayed instead of actual routes. Cause: This issue can occur due to Map Settings Configuration If the following settings are enabled in Map Settings, these settings explicitly configure the map to display straight lines rather than actual routes. "Enable simple straight line for drawing route""Enable simple straight line for drawing agent location history routes" Resolution : To resolve this issue: Adjust Map Settings Navigate to Map Settings, Disable the following options: "Enable simple straight line for drawing route""Enable simple straight line for drawing agent location history routes" Issue 2: Routes are not displayed between agents and WOTs on the FSM Dispatcher Workspace Map when show route action and optimize route action on agent is performed. Cause: This issue can occur due to Google Maps API Configuration The Google Maps API key used for the instance does not have the Directions service configured/activated.Without the Directions service, the system cannot calculate and display actual routes. Resolution: Configure Google Maps API Key with directions service Ensure the Google Maps API key has the Directions service activated through the Google Maps ConsoleThis will allow the system to visualize actual routes both on the map and in the optimize route modal For detailed instructions on configuring the Routes and Places API for Google Maps API key: If your Google Maps API key was created after March 1, 2025: Refer KB2111488If your Google Maps API key was created before March 1, 2025: Refer KB2112054 Issue 3: When using the Optimize Route feature in FSM Dispatcher, the system displays the error message: "This agent does not have any working hours on this day. Unable to route." despite the Agent having a Schedule configured. Cause: This issue can occur due to incorrect schedule setup The agent's work schedule must have an active schedule entry on the day the Optimize Route action is performed Child schedules are not considered in the Optimize Route functionalityThe work schedule must be directly linked to the agent in the agent_work_schedule table.Using an agent personal schedule that references a work schedule as a child schedule will not work correctly Resolution: To resolve this issue, we need to configure work schedule of agents correctly Directly link the appropriate work schedule to the user in the Agent Work Schedules (agent_work_schedule table)Do not rely on child schedule associations Separate Personal and Work Schedules Link the work schedule directly to the agent in the agent_work_schedule tableIf needed, link the agent's personal schedule separately in the Agent Personal Schedules (agent_events table) Example Incorrect configuration: Agent's record in agent_work_schedule links to a personal schedule Personal schedule has a child schedule association to the actual work schedule Correct configuration: Agent's record in agent_work_schedule links directly to the work schedule.If needed, agent's personal schedule can be linked in the agent_events table. With the correct configuration, the Optimize Route functionality will work as expected. Issue 4: Error Message "No tasks found to be routed." on the optimize route modal even though they are tasks present for agent on that day Cause: This issue can occur due to several factors: Task State The Optimize Route feature only works for tasks in "Accepted" or "Assigned" statesIt does not work for tasks in "Scheduled" state Window End of the tasks The "window end" of tasks must be greater than the current time when the Optimize Route action is performedTasks with end times in the past cannot be included in route optimization Resolution: Ensure tasks are in "Accepted" or "Assigned" state, not "Scheduled"Confirm that task window end times are in the future, not the past