Using Dispatcher Workspace
Dispatcher Workspace is a configurable scheduling application that enables you to efficiently route work to field service agents and monitor their performance.
The CSM/FSM Configurable Workspace contains the Dispatcher Dashboard and Dispatcher Workspace.
- The Dispatcher Dashboard is the home page and displays the real-time data of the operations and performance of field service agents across their assignments in your organization such as.
- Statistics on critical pending dispatch tasks and SLAs breached.
- Field service agents who are behind the schedule.
- Instant visibility into the agents' presence status such as On site, Off shift, On Route etc.
- Dispatch map with the visual indicators for location of the field service agents and work order tasks.
- The Dispatcher Workspace facilitates the following tasks:
- Schedule and dispatch work order tasks.
- Apply filters to manage task visibility.
- Personalize task cards with customized information.
- View schedules and availability of technicians.
- Monitor performance metrics of technicians.
- View the locations of tasks and agents on the dispatch map.
The following table provides an overview of the dispatcher's tasks in the Dispatcher Workspace.
| Task | Description |
|---|---|
| Customize information on task cards and agent cards | Customize the fields to appear on the task and agent cards in the Dispatcher Workspace. |
| Flag a work order task | Flag tasks that you want to work on at a later time. |
| Search work order tasks | Search the tasks in the Dispatcher Workspace task panel. |
| Manage work order tasks | Manage work order tasks from Dispatcher Workspace, Dispatch map, and Task map. Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task. |
| Managing agent calendar | Customer service agents and field service technicians can view and manage work schedules, assignments, and personal events in the agent calendar. |
| Viewing agents and tasks in the Dispatcher Workspace map | View tasks and agents in the field using geolocation data in the dispatch map. |
| Viewing an agent's calendar | View an agent's schedule, availability, personal events, and assigned or in-progress tasks |
| Viewing an agent's calendar | View SLA record for all the work order tasks that are associated with work orders that have SLAs. |
| Show and optimize the agent task route in Dispatcher Workspace | View an agent's scheduled task route on the dispatch map and optimizing task routes for efficient schedule and task management |
| Use Workforce Optimization for Field Service | View the agent's schedule and events from the Workforce Optimization for Field Service application and assign work order tasks accordingly. |
| Managing appointments | Manage customer appointments from work order task forms |
| Manage crew operations | Create and manage crews, assign crews to work order tasks, and adding ad hoc agents to a crew |
| Intelligent Task Recommendation | Improve agent utilization through intelligent task recommendations |
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