Difference between revisions of "Daily Call Center"

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{| border="0" cellpadding="1" cellspacing="1" style="width: 1400px;"
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{| border="0" cellpadding="2" cellspacing="1" style="width: 1400px;"
 
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| colspan="4" | [[File:1DailyCallCenter.png|1DailyCallCenter.png]]
 
| colspan="4" | [[File:1DailyCallCenter.png|1DailyCallCenter.png]]
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| class="navigationTitles" colspan="4" | Navigation
 
| class="navigationTitles" colspan="4" | Navigation
 
|-
 
|-
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| colspan="4" style="width: 265px;" | Select Dispatch > Daily Call Center
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| colspan="4" | Select Dispatch > Daily Call Center
 
|-
 
|-
 
| class="navigationTitles" colspan="4" | Overview
 
| class="navigationTitles" colspan="4" | Overview
 
|-
 
|-
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| colspan="4" style="width: 265px;" | Daily Call Center boards are used to manage jobs by dispatch card. The Daily Call Center is divided into 15-minute time slots. Time slots for dispatch cards are allocated based on the estimated hours on the dispatch card.  For example, a dispatch that is schedule for 3 hours will take up 12 slots. The boards are customizable. 
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| colspan="4" | Daily Call Center boards are used to manage jobs by dispatch card. The Daily Call Center is divided into 15-minute time slots.  
 +
Time slots for dispatch cards are allocated based on the estimated hours on the dispatch card.  For example, a dispatch that is schedule for 3 hours will take up 12 slots. The boards are customizable. 
 +
 
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;[[Board_Maintenance|Unlimited Forms]]
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| colspan="4" | <span style="font-size:large;">•</span>&nbsp;[[Board_Maintenance|Unlimited Forms]]
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;[[Board_Maintenance|Custom Filters]]
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| colspan="4" | <span style="font-size:large;">•</span>&nbsp;[[Board_Maintenance|Custom Filters]]
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;[[Board_Maintenance|Color indication by Job Types, Service Types, Priorities, due dates and times.]]
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| colspan="4" | <span style="font-size:large;">•</span>&nbsp;[[Board_Maintenance|Color indication by Job Types, Service Types, Priorities, due dates and times.]]
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;[[Board_Maintenance|Clone boards]]
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| colspan="4" | <span style="font-size:large;">•</span>&nbsp;[[Board_Maintenance|Clone boards]]
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;[[Board_Maintenance|Private or shared boards]]
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| colspan="4" | <span style="font-size:large;">•</span>&nbsp;[[Board_Maintenance|Private or shared boards]]
 
|-
 
|-
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| Note: The board depends on a number of setup options to work properly.&nbsp; 1. Workflow Statuses – understanding the job lifecycle 2. Default Estimated hours on Job Type.&nbsp;
+
| colspan="4" |
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| &nbsp;
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    The board depends on a number of setup options to work properly.&nbsp; 1. Workflow Statuses – understanding the job lifecycle 2. Default Estimated hours on Job Type.&nbsp;
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| &nbsp;
+
 
−
| &nbsp;
 
 
|-
 
|-
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| How are estimated hours determined?&nbsp;
+
| colspan="4" | <div style="background-color:#ccd2e1;padding:10px;"><span>'''How are estimated hours determined?'''&nbsp;The board requires estimated hours with a minimum value on one. Estimated hours are derived from the Job Type first. If the job type does not have a minimum value of one&nbsp;in the Estimated Hours field, the system will try to derive the value from the New Job defaults setting. If the New Job defaults setting does not have a minimum value of one, the estimated hours value will default to one.&nbsp;</span></div>
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|-
 
|-
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| colspan="4" | &nbsp;
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|-
 
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|-
 
|-
 
| colspan="4" | [[File:2SelectJoboncallboard.png|2SelectJoboncallboard.png]]
 
| colspan="4" | [[File:2SelectJoboncallboard.png|2SelectJoboncallboard.png]]
 
|-
 
|-
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| &nbsp;
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| colspan="4" | &nbsp;
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| &nbsp;
 
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| &nbsp;
 
 
|-
 
|-
 
| class="navigationTitles" colspan="4" | Reportable Indicators
 
| class="navigationTitles" colspan="4" | Reportable Indicators
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| colspan="4" | When clicked, each indicator opens a corresponding report.
 
| colspan="4" | When clicked, each indicator opens a corresponding report.
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Unassigned Jobs - Counts jobs not assigned to a servicer.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Unassigned Jobs - Counts jobs not assigned to a servicer.
 
|-
 
|-
−
| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Total Work Hours - The number of servicers on the board multiplied by the number of hours on the board.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Total Work Hours - The number of servicers on the board multiplied by the number of hours on the board.
 
|-
 
|-
−
| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Total Allocated Hours - Allocated hours are the total of the estimated hours for jobs that are not designated as the status defined as field complete, and the total labor transactions for listed servicers, for jobs that are field complete or any statuses beyond field complete in the workflow. This is based on the date/time in the left most grid location. In the example screen, this is based on data for the listed servicers for 7/5/2024.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Total Allocated Hours - Allocated hours are the total of the estimated hours for jobs that are not designated as the status defined as field complete, and the total labor transactions for listed servicers, for jobs that are field complete or any statuses beyond field complete in the workflow. This is based on the date/time in the left most grid location. In the example screen, this is based on data for the listed servicers for 7/5/2024.
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Efficiency Percentage - Efficiency percentage is the percentage of total hours that are either booked with estimated hours or hours of labor that appear on jobs that are field complete or beyond.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Efficiency Percentage - Efficiency percentage is the percentage of total hours that are either booked with estimated hours or hours of labor that appear on jobs that are field complete or beyond.
 
|-
 
|-
−
| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Arrival Time Exceeded - The number of jobs for the listed servicers that not in a the status assigned to “On Site” or later in the workflow that are beyond the scheduled date and time.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Arrival Time Exceeded - The number of jobs for the listed servicers that not in a the status assigned to “On Site” or later in the workflow that are beyond the scheduled date and time.
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Jobs Enroute - The number of jobs for the listed servicers that are in the status that is designated as the “Enroute” status.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Jobs Enroute - The number of jobs for the listed servicers that are in the status that is designated as the “Enroute” status.
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Jobs on Site - The number of jobs for the listed servicers that are in the status that is designated as the “On Site” status.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Jobs on Site - The number of jobs for the listed servicers that are in the status that is designated as the “On Site” status.
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Jobs Field Complete - The number of jobs that have been marked with the status code Field Complete.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Jobs Field Complete - The number of jobs that have been marked with the status code Field Complete.
 
|-
 
|-
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| &nbsp;
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| colspan="4" | &nbsp;
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| &nbsp;
 
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| &nbsp;
 
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| &nbsp;
 
 
|-
 
|-
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| &nbsp;
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| colspan="4" | &nbsp;
−
| &nbsp;
 
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| &nbsp;
 
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| &nbsp;
 
 
|-
 
|-
 
| class="headerMainTitles" colspan="4" | Buttons
 
| class="headerMainTitles" colspan="4" | Buttons
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| colspan="4" | [[File:ButtonsSectionOne.jpg|ButtonsSectionOne.jpg]]
 
| colspan="4" | [[File:ButtonsSectionOne.jpg|ButtonsSectionOne.jpg]]
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Unassigned - Opens the unassigned jobs panel. The unassigned panel displays a list of unassigned jobs.&nbsp; Users can select a job and edit the job information.&nbsp;
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Unassigned - Opens the unassigned jobs panel. The unassigned panel displays a list of unassigned jobs.&nbsp; Users can select a job and edit the job information.&nbsp;
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;[[Job_Management|New Job]]&nbsp;-&nbsp; Ones the Job Add feature.&nbsp; User can use this feature to add a new job.&nbsp;
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;[[Job_Management|New Job]]&nbsp;-&nbsp; Ones the Job Add feature.&nbsp; User can use this feature to add a new job.&nbsp;
 
|-
 
|-
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;[[Board_Maintenance|Maintenance]]&nbsp;-&nbsp; Opens the Board Maintenance feature.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;[[Board_Maintenance|Maintenance]]&nbsp;-&nbsp; Opens the Board Maintenance feature.
 
|-
 
|-
−
| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;[[Shift_Schedule|Shift Schedule]]&nbsp;- Opens the Shift Schedule feature
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;[[Shift_Schedule|Shift Schedule]]&nbsp;- Opens the Shift Schedule feature
 
|-
 
|-
−
| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Call Center Map - Opens the Call Center Map feature
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Call Center Map - Opens the Call Center Map feature
 
|-
 
|-
−
| &nbsp;
+
| colspan="4" | &nbsp;
−
| &nbsp;
 
−
| &nbsp;
 
−
| &nbsp;
 
 
|-
 
|-
 
| class="headerMainTitles" colspan="4" | Unassigned Jobs Panel
 
| class="headerMainTitles" colspan="4" | Unassigned Jobs Panel
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| colspan="4" | [[File:11UnassigsnedJobsforthatday.png|11UnassigsnedJobsforthatday.png]]
 
| colspan="4" | [[File:11UnassigsnedJobsforthatday.png|11UnassigsnedJobsforthatday.png]]
 
|-
 
|-
−
| Lists the jobs from which a servicer has yet to be assigned. The dispatch can be selected for editing.
+
| colspan="4" | Lists the jobs from which a servicer has yet to be assigned. The dispatch can be selected for editing.
 
|-
 
|-
−
| &nbsp;
+
| colspan="4" | &nbsp;
−
| &nbsp;
 
−
| &nbsp;
 
−
| &nbsp;
 
 
|-
 
|-
 
| class="headerMainTitles" colspan="4" | Daily Call Center Map
 
| class="headerMainTitles" colspan="4" | Daily Call Center Map
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| colspan="4" | [[File:21CallCenterMapentireboard.png|21CallCenterMapentireboard.png]]
 
| colspan="4" | [[File:21CallCenterMapentireboard.png|21CallCenterMapentireboard.png]]
 
|-
 
|-
−
| &nbsp;
+
| colspan="4" | &nbsp;
−
| &nbsp;
 
−
| &nbsp;
 
−
| &nbsp;
 
 
|-
 
|-
−
| Displays all the open jobs for the board. Mouse over the pin to get job details. Click the address to zoom into a location on the map.
+
| colspan="4" | Displays all the open jobs for the board. Mouse over the pin to get job details. Click the address to zoom into a location on the map.
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| &nbsp;
 
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| &nbsp;
 
−
| &nbsp;
 
 
|-
 
|-
 
| colspan="4" | [[File:6MapPin.png|6MapPin.png]]
 
| colspan="4" | [[File:6MapPin.png|6MapPin.png]]
 
|-
 
|-
−
| &nbsp;
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| colspan="4" | &nbsp;
−
| &nbsp;
 
−
| &nbsp;
 
−
| &nbsp;
 
 
|-
 
|-
 
| class="headerMainTitles" colspan="4" | Call Details Panel
 
| class="headerMainTitles" colspan="4" | Call Details Panel
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| colspan="4" | Used to edit job and or dispatch details.&nbsp;
 
| colspan="4" | Used to edit job and or dispatch details.&nbsp;
 
|-
 
|-
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#Cust_Name|Job]]
+
| class="fieldGrayBackgrounds" colspan="1" width="350px" | [[Glossary#jobType|Job Type]]
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#job_billed|WO]]
+
| class="fieldGrayBackgrounds" colspan="1" width="350px" | [[Glossary#job_servicetype|Service Type]]
−
| colspan="2" | &nbsp;
+
| colspan="1" width="350px" | &nbsp;
−
|-
+
| colspan="1" width="350px" | &nbsp;
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#Cust_Name|Job Type]]
 
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#job_billed|Service Type]]
 
−
| colspan="2" | &nbsp;
 
 
|-
 
|-
−
| class="fieldGrayBackgrounds" colspan="2" | [[Glossary#Cust_Name|Request]]
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| class="fieldGrayBackgrounds" colspan="2" width="700px" | [[Glossary#job_request|Request]]
−
| colspan="2" | &nbsp;
+
| colspan="1" width="350px" | &nbsp;
 +
| colspan="1" width="350px" | &nbsp;
 
|-
 
|-
−
| class="fieldGrayBackgrounds" colspan="2" | [[Glossary#Cust_Name|Request Notes]]
+
| class="fieldGrayBackgrounds" colspan="2" width="700px" | [[Glossary#job_requestnotes|Request Notes]]
−
| colspan="2" | &nbsp;
+
| colspan="1" width="350px" | &nbsp;
 +
| colspan="1" width="350px" | &nbsp;
 
|-
 
|-
−
| class="fieldGrayBackgrounds" colspan="2" | [[Glossary#Cust_Name|Dispatch Status]]
+
| class="fieldGrayBackgrounds" colspan="2" width="700px" | [[Glossary#DispatchCardStatus|Status]]
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| colspan="2" | &nbsp;
+
| colspan="1" width="350px" | &nbsp;
 +
| colspan="1" width="350px" | &nbsp;
 
|-
 
|-
−
| class="fieldGrayBackgrounds" colspan="2" | [[Glossary#Cust_Name|Work Order Status]]
+
| class="fieldGrayBackgrounds" colspan="2" width="700px" | [[Glossary#WorkOrderStatus|WO Status]]
−
| colspan="2" | &nbsp;
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| colspan="1" width="350px" | &nbsp;
 +
| colspan="1" width="350px" | &nbsp;
 
|-
 
|-
−
| class="fieldGrayBackgrounds" colspan="2" | [[Glossary#Cust_Name|Job Status]]
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| class="fieldGrayBackgrounds" colspan="2" width="700px" | [[Glossary#job_status|Job Status]]
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| colspan="2" | &nbsp;
+
| colspan="1" width="350px" | &nbsp;
 +
| colspan="1" width="350px" | &nbsp;
 
|-
 
|-
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#Cust_Name|Servicer]]
+
| class="fieldGrayBackgrounds" colspan="1" width="350px" | [[Glossary#Servicer|Servicer]]
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#job_billed|Hours Estimate]]
+
| class="fieldGrayBackgrounds" colspan="1" width="350px" | [[Glossary#EstHours|Hours Est]]
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| colspan="2" | &nbsp;
+
| colspan="1" width="350px" | &nbsp;
 +
| colspan="1" width="350px" | &nbsp;
 
|-
 
|-
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#Cust_Name|Schedule Date]]
+
| class="fieldGrayBackgrounds" colspan="1" width="350px" | [[Glossary#DispatchCardScheduleDate|Schedule Date]]
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#job_billed|Schedule Time]]
+
| class="fieldGrayBackgrounds" colspan="1" width="350px" | [[Glossary#DispatchCardScheduleTime|Schedule Time]]
−
| colspan="2" | &nbsp;
+
| colspan="1" width="350px" | &nbsp;
 +
| colspan="1" width="350px" | &nbsp;
 
|-
 
|-
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#Cust_Name|SLA Expiration Date]]
+
| class="fieldGrayBackgrounds" colspan="1" width="350px" | [[Glossary#job_slaExp|SLA Expiration Date]]
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#job_billed|Schedule Time]]
+
| class="fieldGrayBackgrounds" colspan="1" width="350px" | [[Glossary#job_slaExpTime|SLA Expiration Time]]
−
| colspan="2" | &nbsp;
+
| colspan="1" width="350px" | &nbsp;
 +
| colspan="1" width="350px" | &nbsp;
 
|-
 
|-
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#Cust_Name|Send to Mobile]]
+
| class="fieldGrayBackgrounds" colspan="2" width="700px" | <div style="display:inline-block; width:100%;"><div style="display:inline-block;width:33%;">[[Glossary#job_sendtomobile|Send to Mobile]]</div> <div style="display:inline-block;width:33%;">[[Glossary#PrimaryDispatchCard|Primary]]</div> <div style="display:inline-block;width:33%;">[[Glossary#DispatchCardNumber|Card Number]]</div> </div>
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#job_billed|Primary]]
+
| colspan="1" width="350px" | &nbsp;
−
| class="fieldGrayBackgrounds" colspan="1" | [[Glossary#job_billed|Card Number]]
+
| colspan="1" width="350px" | &nbsp;
−
| colspan="1" | &nbsp;
 
 
|-
 
|-
−
| class="fieldGrayBackgrounds" colspan="2" | [[Glossary#Cust_Name|Equipment]]
+
| class="fieldGrayBackgrounds" colspan="2" width="350px" | [[Glossary#equip_code|Equipment]]
−
| colspan="2" | &nbsp;
+
| colspan="1" width="350px" | &nbsp;
 +
| colspan="1" width="350px" | &nbsp;
 
|-
 
|-
−
| class="fieldGrayBackgrounds" colspan="2" | [[Glossary#Cust_Name|Agreement]]
+
| class="fieldGrayBackgrounds" colspan="2" width="350px" | [[Glossary#workorder_agreement|Site Agreement]]
−
| colspan="2" | &nbsp;
+
| colspan="1" width="350px" | &nbsp;
−
|-
+
| colspan="1" width="350px" | &nbsp;
−
| colspan="4" | &nbsp;
 
 
|-
 
|-
 
| colspan="4" | &nbsp;
 
| colspan="4" | &nbsp;
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| class="navigationTitles" colspan="4" | Buttons and Links
 
| class="navigationTitles" colspan="4" | Buttons and Links
 
|-
 
|-
−
| colspan="4" style="width: 265px;" | Once a job is selected the job management buttons are available for use.
+
| colspan="4" | Once a job is selected the job management buttons are available for use.
 
|-
 
|-
−
| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>[[Job_Management|&nbsp;Job Link]] - Links to the selected job for a complete view of the job details.
+
| colspan="4" | <span style="font-size:large;">•</span>[[Job_Management|&nbsp;Job Link]] - Links to the selected job for a complete view of the job details.
 
|-
 
|-
−
| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;[[Transaction_Entry|&nbsp;Transactions Button]] - Opens the transactions entry form.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;[[Transaction_Entry|&nbsp;Transactions Button]] - Opens the transactions entry form.
 
|-
 
|-
−
| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;[[Site_Management|&nbsp;History Button]] - Opens the job history form.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;[[Site_Management|&nbsp;History Button]] - Opens the job history form.
 
|-
 
|-
−
| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Mail To Button - Used to send an email to the contact on the job as displayed in the image below.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Mail To Button - Used to send an email to the contact on the job as displayed in the image below.
 
|-
 
|-
−
| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Map - Unassigned and Assigned jobs for the current selected date based on the filters for the board.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Map - Unassigned and Assigned jobs for the current selected date based on the filters for the board.
 
|-
 
|-
−
| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Timer - Starts/Stops the timer for the selected job. The buttons color changes to red when the timer is running.
+
| colspan="4" | <span style="font-size:large;">•</span>&nbsp;Timer - Starts/Stops the timer for the selected job. The buttons color changes to red when the timer is running.
 
|-
 
|-
−
| &nbsp;
+
| colspan="4" | &nbsp;
−
| &nbsp;
 
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| &nbsp;
 
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| &nbsp;
 
 
|-
 
|-
 
| colspan="4" | [[File:MailTo.jpg|MailTo.jpg]]
 
| colspan="4" | [[File:MailTo.jpg|MailTo.jpg]]
 
|-
 
|-
−
| &nbsp;
+
| colspan="4" | &nbsp;
−
| &nbsp;
 
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| &nbsp;
 
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| &nbsp;
 
 
|-
 
|-
 
| class="navigationTitles" colspan="4" | Tabs
 
| class="navigationTitles" colspan="4" | Tabs
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| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Reschedule All - This button will reschedule all the dispatch cards for the selected job and servicer to the schedule date and time in the form fields.
 
| colspan="4" style="width: 265px;" | <span style="font-size:large;">•</span>&nbsp;Reschedule All - This button will reschedule all the dispatch cards for the selected job and servicer to the schedule date and time in the form fields.
 
|-
 
|-
−
| &nbsp;
+
| colspan="4" | &nbsp;
−
| &nbsp;
+
|-
−
| &nbsp;
+
| class="navigationTitles" colspan="4" | Call Notes
−
| &nbsp;
 
 
|-
 
|-
 
| colspan="4" | [[File:8JobNotes.png|8JobNotes.png]]
 
| colspan="4" | [[File:8JobNotes.png|8JobNotes.png]]
 
|-
 
|-
−
| class="navigationTitles" colspan="4" | Call Notes
+
| colspan="4" | Used to add/edit job notes. Job notes when added here will appear in mobile and the back office.&nbsp;&nbsp;
 +
|-
 +
| class="navigationTitles" colspan="4" | Schedule Time Off
 +
|-
 +
| colspan="4" | [[File:20ScheduleTechtimeoff.jpg|20ScheduleTechtimeoff.jpg]]
 +
|-
 +
| colspan="4" | Use this feature to manager servicers work schedule. Servicers that are schedule off cannot be assigned to jobs.
 
|-
 
|-
−
| colspan="4" | Used to add/edit job notes. Job notes when added here will appear in mobile and the back office.&nbsp;&nbsp;
+
| class="fieldGrayBackgrounds" colspan="2" style="width: 571px;" | [[Glossary#Servicer|Servicer]]
 
|-
 
|-
−
| colspan="4" | [[File:20ScheduleTechtimeoff.png|20ScheduleTechtimeoff.png]]
+
| class="fieldGrayBackgrounds" colspan="2" style="width: 571px;" | [[Glossary#scheduleTime_ReasonCode|Reason]]
 
|-
 
|-
−
| class="navigationTitles" colspan="4" | Schedule Time Off
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| class="fieldGrayBackgrounds" style="width: 265px;" | [[Glossary#scheduleTime_startdate|Start Date]]
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| class="fieldGrayBackgrounds" style="width: 306px;" | [[Glossary#scheduleTime_enddate|End Date]]
 
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| Use this function to schedule &nbsp;days and times &nbsp;where a servicer will be unavailable to be assigned to a job or work order.&nbsp;
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| class="fieldGrayBackgrounds" style="width: 265px;" | [[Glossary#scheduleTime_starttime|Start Time]]
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| class="fieldGrayBackgrounds" style="width: 306px;" | [[Glossary#scheduleTime_endtime|End Time]]
 
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| colspan="4" | Date Ranges: Time off can be scheduled by date range.&nbsp; There are two options for adding a date range schedule. Replicated Time, or Extended Time
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| colspan="4" | Extended Time: Time off starts at the start time on the first date and ends at the ending time on the last day.&nbsp; The days in the middle will be schedule at 24 hour intervals.
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| colspan="4" | Replicated Time: The time off scheduled for each day will match the times in the start and ending time fields.
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| colspan="4" | Editing Records: Date ranges cannot be edited.
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| colspan="4" | Deleting Records: Records can be removed one at a time or as a date range.
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  [[Category:Pages with broken file links]]

Latest revision as of 07:50, 13 August 2024

1DailyCallCenter.png
Navigation
Select Dispatch > Daily Call Center
Overview
Daily Call Center boards are used to manage jobs by dispatch card. The Daily Call Center is divided into 15-minute time slots. 
Time slots for dispatch cards are allocated based on the estimated hours on the dispatch card.  For example, a dispatch that is schedule for 3 hours will take up 12 slots. The boards are customizable. 
• Unlimited Forms
• Custom Filters
• Color indication by Job Types, Service Types, Priorities, due dates and times.
• Clone boards
• Private or shared boards 
   The board depends on a number of setup options to work properly.  1. Workflow Statuses – understanding the job lifecycle 2. Default Estimated hours on Job Type. 
How are estimated hours determined? The board requires estimated hours with a minimum value on one. Estimated hours are derived from the Job Type first. If the job type does not have a minimum value of one in the Estimated Hours field, the system will try to derive the value from the New Job defaults setting. If the New Job defaults setting does not have a minimum value of one, the estimated hours value will default to one. 
 
2SelectJoboncallboard.png
 
Reportable Indicators
When clicked, each indicator opens a corresponding report.
• Unassigned Jobs - Counts jobs not assigned to a servicer.
• Total Work Hours - The number of servicers on the board multiplied by the number of hours on the board.
• Total Allocated Hours - Allocated hours are the total of the estimated hours for jobs that are not designated as the status defined as field complete, and the total labor transactions for listed servicers, for jobs that are field complete or any statuses beyond field complete in the workflow. This is based on the date/time in the left most grid location. In the example screen, this is based on data for the listed servicers for 7/5/2024.
• Efficiency Percentage - Efficiency percentage is the percentage of total hours that are either booked with estimated hours or hours of labor that appear on jobs that are field complete or beyond.
• Arrival Time Exceeded - The number of jobs for the listed servicers that not in a the status assigned to “On Site” or later in the workflow that are beyond the scheduled date and time.
• Jobs Enroute - The number of jobs for the listed servicers that are in the status that is designated as the “Enroute” status.
• Jobs on Site - The number of jobs for the listed servicers that are in the status that is designated as the “On Site” status.
• Jobs Field Complete - The number of jobs that have been marked with the status code Field Complete.
 
 
Buttons
ButtonsSectionOne.jpg
• Unassigned - Opens the unassigned jobs panel. The unassigned panel displays a list of unassigned jobs.  Users can select a job and edit the job information. 
• New Job -  Ones the Job Add feature.  User can use this feature to add a new job. 
• Maintenance -  Opens the Board Maintenance feature.
• Shift Schedule - Opens the Shift Schedule feature
• Call Center Map - Opens the Call Center Map feature
 
Unassigned Jobs Panel
11UnassigsnedJobsforthatday.png
Lists the jobs from which a servicer has yet to be assigned. The dispatch can be selected for editing.
 
Daily Call Center Map
21CallCenterMapentireboard.png
 
Displays all the open jobs for the board. Mouse over the pin to get job details. Click the address to zoom into a location on the map.
6MapPin.png
 
Call Details Panel
7JobDetails.png
Used to edit job and or dispatch details. 
Job Type Service Type    
Request    
Request Notes    
Status    
WO Status    
Job Status    
Servicer Hours Est    
Schedule Date Schedule Time    
SLA Expiration Date SLA Expiration Time    
   
Equipment    
Site Agreement    
 
Buttons and Links
Once a job is selected the job management buttons are available for use.
• Job Link - Links to the selected job for a complete view of the job details.
•  Transactions Button - Opens the transactions entry form.
•  History Button - Opens the job history form.
• Mail To Button - Used to send an email to the contact on the job as displayed in the image below.
• Map - Unassigned and Assigned jobs for the current selected date based on the filters for the board.
• Timer - Starts/Stops the timer for the selected job. The buttons color changes to red when the timer is running.
 
MailTo.jpg
 
Tabs
• Details - Displays the dispatch and job details.
• Notes - Displays the Job Notes tab.
• Arrows: Moves from the current dispatch card to either the next or the previous that are schedule for the same servicer on the same job.
• Reschedule All - This button will reschedule all the dispatch cards for the selected job and servicer to the schedule date and time in the form fields.
 
Call Notes
8JobNotes.png
Used to add/edit job notes. Job notes when added here will appear in mobile and the back office.  
Schedule Time Off
20ScheduleTechtimeoff.jpg
Use this feature to manager servicers work schedule. Servicers that are schedule off cannot be assigned to jobs.
Servicer
Reason
Start Date End Date
Start Time End Time
Replicate Time
 
Date Ranges: Time off can be scheduled by date range.  There are two options for adding a date range schedule. Replicated Time, or Extended Time
Extended Time: Time off starts at the start time on the first date and ends at the ending time on the last day.  The days in the middle will be schedule at 24 hour intervals.
Replicated Time: The time off scheduled for each day will match the times in the start and ending time fields.
Editing Records: Date ranges cannot be edited.
Deleting Records: Records can be removed one at a time or as a date range.
 
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