Dispatcher - Lighting the load with Matching Rules
Dispatcher now supports Matching Rules—an intelligent way to automate job assignments based on real-world conditions. Whether it’s assigning by team, gender, language, or skill, you can now define which fields are strict requirements and which are flexible preferences. With Relaxation Time, the system adapts dynamically—prioritizing ideal matches but ensuring jobs still move forward when things get busy.
Matching Rules reduce dispatcher workload, improve consistency, and bring transparency to every assignment decision. When automation hits a limit, the system clearly flags jobs for manual intervention—keeping control in the hands of your team, not locked in code.
Applies to
Customer groups
Hospitals and Service Providers
Status
Fully Released
Updated by
Piyorot Piyachan
CEO of Mutrack
Background
In high-volume hospital operations, dispatchers are expected to make countless decisions—matching the right agent to the right job based on availability, skills, location, and department. While they often do this well, it comes with a mental load that grows with complexity.
Over time, we found that many dispatchers follow repeatable rules in their minds: “This job must go to someone from Team A,” or “It should be a female agent who speaks English.” These invisible patterns can—and should—be turned into something the system can understand and act on.
Matching Rules are our answer to this challenge: designed not to replace dispatcher judgment, but to support it with smart logic, consistency, and automation.
Introducing Matching Rules
Matching Rules let you define job-to-agent assignment logic based on specific agent attributes such as team, gender, language, skills, and more.
This feature helps you to:
Capture requestor preferences
Allow nurses or users to specify agent preferences like gender, team, or language when creating a job.
Set matching logic per job type
Define whether each field must match, should match, or can be ignored—based on operational needs.
Add Relaxation Time as a fallback
Set wait periods to gradually relax strict rules, helping jobs get assigned even in tough conditions.
Track failed assignment attempts
Monitor how many times the system tried—and failed—to assign a job due to rule conflicts.
Override assignments manually
Give dispatchers full control to intervene and assign jobs when needed.
Matching Rules reduce repetitive decision-making, improve assignment accuracy, and ensure that no job is left behind due to avoidable mismatches.
What This Enables
With Matching Rules, your team gains:
1
Clear logic behind every job assignment
2
Better alignment between agent capabilities and job requirements
3
Automation that reduces manual workload without sacrificing control
4
Visibility into where and why assignments may fail
5
The ability to intervene with confidence when human judgment is needed
Together, these capabilities make job assignments smarter, faster, and more transparent.
How It Works in Practice
To get the most from Matching Rules, teams follow three key steps:
1 - Define matching logics by job type
Each job type in each workspace can have its own matching criteria. For example, Patient Transport jobs may require a female agent from Team A, while Specimen Delivery may not require any matching at all.
You can configure each field with:
Must Match
Strict requirements
Best Match
Preferred but flexible
Not Applied
Ignored entirely
2 - Set relaxation times
For stricter rules, you can define a waiting period. After that time passes, rules will “relax” from Must Match to Best Match—expanding the pool of eligible agents and keeping the system flowing.
This helps balance ideal assignments with real-world constraints.
3 - Let the Optimizer work
Once rules are in place, Dispatcher will use them to automatically find and assign the best-fit agent. If it still can’t assign a job (even after rules relax), the system can flag the job as Blocked—prompting manual review and providing context for why assignment failed.
This ensures visibility and accountability, even when automation hits a limit.
A Closing Note
At Mutrack, we believe automation should feel like relief, not replacement.
Matching Rules help lighten the mental load on dispatchers, reduce guesswork, and bring clarity to how decisions are made—turning experience into a repeatable system that gets better over time.
Because better logistics happen when systems support people—not the other way around.
Let your rules do the heavy lifting.
See how Matching Rules help your team automate smarter, assign jobs faster, and keep human control where it matters most. We’ll walk you through how it works—live.
Continue Reading
20 March 2025
Piyorot Piyachan
CEO of Mutrack
20 March 2025
Piyorot Piyachan
CEO of Mutrack
16 March 2025
Piyorot Piyachan
CEO of Mutrack