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
Role required: wm_dispatcher, wm_initiator_qualifier_dispatcher
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
defined. A task assigned in this manner can be accepted or rejected by the
Open the task you want to dispatch or reassign.
Click the View Task on Map.
The task is not visible in the Draft, Closed
Complete, Closed Incomplete, or
Cancelled state. The map that appears displays a red
task icon with a black spot for the task, and shows icons for all nearby
Click View Filter.
Select a skill level for the agents to display in the map.
The default filter selects all agents in the vicinity. The icons in the map
indicate agents with these skill combinations:
- Match all needed skills
- Match some needed skills
- Match none of skills
Click Apply Filter.
The system displays the agents on the map who match the skills selection.
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 system assigns the task
and displays a confirmation message. If the agent's schedule cannot
accommodate the task, the system displays a failure message and allows you
to select a different agent.