Call Management View

Service Dispatch – Call Detail

• User defined Call Types to categorize calls

• Multiple problem codes per call

• Assign Call Priority (from user defined priority types)

• Priority will affect automatic call scheduling

• System supplies Warranty and Contract Status

• Unlimited call memos can be assigned for each piece of equipment on the call

Service Dispatch – Trip Information

• Find closest technician – (See example on next page)

• Record Status of Call

• Schedule date fields allow you to assign ticket number, remedy codes, record dispatch, arrival and completed times

Call Recommendation View

• Locates customer on the map

• Checks technician’s qualifications

• Displays techs’ distance (in miles) from the call

• Checks tech’s schedule to determine capability of taking more calls 

Call Search View

• Variety of call search options

• Call details appear in grid

• User configurable grids

• Option to exclude or include completed calls

• Option to show only calls logged by the user

• Option to show only calls escalated by the system

• Option to show only calls considered callbacks

• Same search mechanism can also be used to search call history

Call Planner

• The “Service Planner” combines system intelligence with real world planning logic to assist the dispatcher with the day-to-day scheduling requirements of your service team.

• The Service Planner takes into consideration, premier and priority premier customers, response time guarantees, customer and techs’ geographic location, as well as priority of call and tech’s qualifications to determine a schedule for each tech.

• Factors in the average time of repair based on the equipment type, model or problem code, which ever you prefer. 

Technician Schedule View

• The Technician Schedule View is automatically created as a result of the Service Call Planner.

• As with all callboards, you can use the drag and drop feature to assign and re-assign calls.  You can also use the right click to un-assign, re-assign or view call via the Update call screen to make changes. 

• Color screens allow certain calls to be highlighted to give dispatch a better graphical view of status of all calls. 

• As calls are assigned via any of the callboards, technician qualifications are considered along with his current work schedule and allowable overtime to determine if he is capable of taking the call.

Call Boards View

• Technician Call Board displays all unassigned calls in the top left grid on each page and displays calls that have previously been assigned to each technician in a “technician grid”. 

• As with all callboards, you can use the drag and drop feature to assign and re-assign calls.  You can also use the right click to un-assign, re-assign or view call via the Update call screen to make changes. 

• Color screens allow certain calls to be highlighted to give dispatch a better graphical view of status of all calls. 

• As calls are assigned via any of the callboards, technician’s qualifications are considered along with his current work schedule and allowable overtime to determine if he is capable of taking the call.

• The technician callboard can be filtered to include a range of customer names, a particular premier group or range of premier groups, zone range or model range.