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Central dispatch components

Central dispatch components

Central dispatch includes work order task and agent information and a calendar view of assigned and unassigned tasks.

Central dispatch is comprised of these main areas:
Header
Displays notifications and error messages about configuration changes, task assignment issues, and other usage tips. Includes buttons for calendar display options.
Calendar
Displays scheduled and unscheduled work order tasks in a calendar view, either by day or by week depending on options selected in the header.
Tasks
Displays unassigned work order tasks, with a list of tasks on one side and the tasks represented in a calendar view on the other side.
Team
Displays the field service agents in the dispatch group, with a list of team members on one side and the assigned work order tasks in a calendar view on the other side.
Note: You can resize the task and team areas by dragging the gray bar on the board.
Figure 1. Central dispatch
Central dispatch

Central dispatch header and calendar

Central dispatch displays assigned and unassigned tasks in a calendar. View tasks in the calendar by day or by week. Use these options in the header to change the calendar view. The current date or range of dates for the selected view is displayed in the header.
  • Day: Displays 24 hours starting at midnight.
  • Week: Displays seven days starting with Sunday.
View different dates in the calendar by clicking the arrows in the header.
  • Previous week: Displays the previous week in the Week calendar view.
  • Previous day: Displays the previous day in both the Day and the Week calendar view.
  • Today: Displays the current date.
  • Next day: Displays the next day in both the Day and the Week calendar view.
  • Next week: Displays the next week in the Week calendar view.

In Week view, you can also click a day at the top of the calendar to move that day to the first day of the displayed week. A blue vertical line in the calendar denotes the current date and time.

Tasks section

The Tasks section displays unscheduled work order tasks in both a list view and a calendar view.

The Tasks list shows the unassigned tasks that meet the conditions configured by the dispatcher in the Configuration Settings menu. By default, this list displays the Short description and Number for each task. The dispatcher can configure this list to display additional task fields, such as the location and assignment group. The system administrator configures the task fields that are available for selection by the dispatcher.

When you navigate to central dispatch, the first task in the list is selected. When you select a task in the Tasks list:
  • An auto assign icon appears, which can be used to assign the task to an available agent.
  • The Team list updates to show all of the agents available for this task.

Scroll through the Tasks list to display additional tasks. If not automatically displayed, click Show more tasks at the bottom of the list.

The Tasks calendar displays unassigned work order tasks using these types of bars:
  • A solid bar that extends from the task's scheduled start time to the estimated end time.
  • A dashed bar that indicates the window of time in which the task can be completed. This bar is displayed if the task's scheduled start and estimated end fall within the task window.

Team section

The Team section displays the field service agents in the dispatcher's group and the tasks assigned to each agent.

The Team list displays the names of the agents. The dispatcher can configure this list to display additional information for each agent, such as the agent's location, matching skills, and parts required. The system administrator can configure the fields that are available for selection by the dispatcher. To see more details about an agent, click the agent name in the Team list to open the user form on top of central dispatch.

When you select a task from the Tasks list, the Team list updates to show all of the agents available for this task. To show all team members, click the Show all Team members link at the bottom of the Team list. Scroll through this list to display additional agents. As you scroll, more agents appear at the bottom.

Assigned tasks are represented in the team calendar by colored bars, with the color of the bar indicating the task state. The default colors for the task states are:
  • Blue: accepted
  • Yellow: assigned
  • Gray: pending dispatch
  • Green: work in progress
  • Black: other states

The length of the task bar indicates the estimated work duration. The colored task bar is preceded by a thinner gray bar that represents estimated travel time.