In some cases, you might need to dispatch an urgent task or reassign one to an
alternate agent if the assigned agent is delayed or otherwise unable to perform the
Only users with the wm_dispatcher or wm_initiator_qualifier_dispatcher role can
display their tasks on the dispatch map directly from a task record and see the
available agents nearby who have the skills to perform the task. A task cannot be
displayed on the dispatch map without a location that has latitude and longitude
Open the task you want to dispatch or reassign.
Click the View Task on Map.
This button is only visible if the task contains a location with a defined
latitude and longitude. The map that appears displays a red task icon with a
black spot for the task, and shows icons for all nearby agents.
Click View Filter.
Select a skill level for the agents to display in the map.
- Match all needed skills
- Match some needed skills
- Match none of skills
Click Apply Filter.
The resulting list shows the agents on the map who match the skills
Click an agent icon to show the agent's name, skills, and schedule.
Click the icon beside the agent's name to assign the task to that agent.
If the task can fit within the agent's schedule, the task is assigned to the
agent and a confirmation message is displayed. If the agent's schedule
cannot accommodate the task, the system displays a failure message and
allows you to select a different agent.