I See You Are Looking for Customer Service Dispatch Again
Frequently Asked Questions
Determining your Role: Dispatcher, Technician, or Both?
| Dispatcher | Technician | |
|---|---|---|
| Role | scheduling appointments | providing service in field |
| Platform | work.acceleration.me or Dispatch Manager | Dispatch Field |
| Calendar | tin see all appointments | tin but meet appointments assigned to cocky |
To learn how to update your team'southward user profile roles, visit our help article Here.
What does each status hateful?
New Offer
A new job that has been offered via a connected Account or a service request that was submitted from our customer booking page.
Unscheduled
The job has been accepted simply yet to be scheduled by adding an Appointment.
Scheduled
The job condition of Scheduled indicates that an appointment has been scheduled for the job. The appointment has been scheduled for a detail appointment and fourth dimension, has been given a duration, and may or may not accept been assigned to a specific technician. These appointment details can be edited if needed.
In Progress
Refers to whenever a job has an engagement that is either...
A. Enroute
Corresponds to "On My Manner" in the mobile app. Sends a text message to the customer, along with the technician's estimated arrival time. Allows you to get directions to the appointment via GPS on your phone. Updates the status of the appointment across your service provider'southward arrangement, and then that technicians, dispatchers, and customers volition all be in sync.
B. Started
Its of import to mark a chore as started once you're at an appointment, for two reasons:
- Lets the customer know that you're arrived.
- Marks the appointment internally equally started, then that customers can't say you lot didn't show up to the engagement.
C. Paused
When you are unable to consummate the current engagement or need to complete the job at a later date or time. Some reasons are:
- Y'all demand to order a part The customer wasn't at the location when you arrived.
- You were interrupted from the work for some reason (an emergency call).
Complete
After an appointment, you must mark it equally complete! Why? This marks the appointment as completed in the internal system It allows yous to move to the next job. A completed date will permit the customer to receive a survey asking request for feedback.
Canceled
When a job has the condition of canceled, all appointments will exist canceled. Nevertheless, by changing the condition back to scheduled, appointments will again be active, and new appointments tin can be added as usual.
How do I change the status of my job?
Jobs can have the following statuses in Dispatch which accept color-coded borders and headers in the web awarding:
- New Offers: when a tertiary-political party enterprise/brand sends you a job offer or a service request is submitted from the client booking page (green)
- Unscheduled: when a Job exists just at that place are no Appointments added (red)
- Scheduled: when a Task has at least i Appointment scheduled (bluish)
- Paused: when a Task is waiting for some reason before it is completed (yellow)
- In Progress: when a Technician has indicated that they are en route or take started an Appointment (orangish)
- Consummate: when all work on a Job is finished (gray)
For the almost part, irresolute Job status results fromdeportment being completed in the web application or mobile app. The below chart outlines the possible status changes and related actions.
| Kickoff Status | Action | Finish Condition |
|---|---|---|
| -- | Create Chore: no Date/Arrival added | Unscheduled |
| -- | Create Task: Date/Arrival added | Scheduled |
| New Offer | Have | Unscheduled |
| New Offer | Pass up | (no job access) |
| Unscheduled | Create Task: Appointment/Arrival added | Scheduled |
| Scheduled | Delete Appointment | Unscheduled |
| Scheduled | On My Fashion/En Route | In Progress |
| Scheduled | Offset Date/Started | In Progress |
| Scheduled | Complete/Appointment Complete | Complete |
| Scheduled | Cancel Job | Consummate |
| In Progress | Complete/Engagement Complete | Complete |
| In Progress | Paused | Paused |
| Paused | New appointment scheduled | Scheduled |
| Paused | Cancel Job | Complete |
| Consummate | New appointment scheduled | Scheduled |
Task vs. Appointment: What's the departure?
Across field service enterprises, contractors, and systems, there are many different terms used to describe what and when services are delivered. In Dispatch, we use the terms Task and Appointment to capture these, and in order to create either, you must have a Customer.
- By Customer, we hateful the individual or company that is having you consummate piece of work.
- Past Job, we mean a specified projection, piece of work lodge, or other body of piece of work that has scope and goals. Information technology is not tied to time, date, or specific site visits.
- By Engagement, we mean a site visit at a item time that fulfills the needs of a particular Job.
To sum it up, you lot must have a Customer to create a Chore; you must take a Chore to create an Appointment. You might complete multiple Jobs for the same Client, and it might take multiple Appointments to complete a Job.
Who can encounter notes and photos?
Dispatch provides the ability to adhere Notes and Photos that you complete and we are very witting of the demand to protect your business information. Here is how we manage admission to your Notes and Photos:
- Customers accept NO Access to view notes and photos that are added to a job by a Technician or Dispatcher.
- Enterprise/brand job providers only have access to Notes/Photos for Jobs that they provide you which you mark as PUBLIC; not all brands have or use this access at this time.
- Technicians in your organization only have access to Notes/Photos for Jobs that they were assigned.
- Dispatchers in your organizationALWAYS take access to Notes/Photos for ALL Jobs whether they are are PUBLIC or Individual.
What if someone leaves my arrangement?
If someone leaves your organisation, it is important that you deactivate that user so that he or she no longer tin can log into Dispatch and admission your vital concern data. If that individual ever works for you over again, reactivating them is a very easy procedure. Dispatchers are able to update user profiles by going to "Settings > Squad" from the navigation bar on the left while in our Web Platform (work.dispatch.me).
What if I cannot see my Technicians or some other Dispatchers Location?
Each user will need to go into their phone's Settings and enable Location Services for Dispatch Field and Acceleration Manager. If you cannot run into the location of a Technician/Dispatcher, there are two things you will want to check. Start, make sure the user is on the near up to appointment version of Acceleration Field. Second, brand certain the user has their location services turned on. Our apps tin only track location as long as this feature is turned on. See below for help on checking on both Apple and Android devices.
For Apple devices, go to Settings > Dispatch Field > Location. From here, your technician volition want to be sure that at least "While Using the App" is selected.
For Android devices, go to Settings > GPS Location and confirm that this is toggled on.
If you are continuing to take trouble, reach out to our Client Experience team and nosotros'll help troubleshoot more and address your trouble thoroughly. You can reach our Customer Experience team by sending a bulletin to: support@acceleration.me.
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Source: https://help.dispatch.me/article/424-frequently-asked-questions
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