Daily Call Center

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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? Estimated hours are derived from the Job Type first. If the job type does not have a value 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 is 0, the value will default to one, because the board requires a minimum value of one hour.

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

• 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

Lists the jobs from which a servicer has yet to be assigned. The dispatch can be selected for editing.

Daily Call Center Map

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.

Call Details Panel

Used to edit job and or dispatch details.

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.

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

Used to add/edit job notes. Job notes when added here will appear in mobile and the back office.

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Schedule Time Off

Use this function to schedule  days and times  where a servicer will be unavailable to be assigned to a job or work order.