Fieldcode Manual

Tip: You can use filters for better results

Last updated:October 29, 2024

About the Dispatch section

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Inside the Dispatch section, you can define your dispatch groups, engineer skills, ticket scores, and PUDO locations, and configure the FMA app behavior for your engineers.

What can be configured under Dispatch Groups?

  • You can create and edit Dispatch Groups
  • You can define the operational areas for your dispatch groups
  • You can apply filters to determine which tickets should arrive at selected dispatch groups
  • You can assign engineers to your dispatch groups
  • You can assign which dispatchers should handle dispatch groups
  • You can define your optimization profiles, that apply to particular groups for example

What can be configured under Master Groups?

  • You can merge dispatch groups to a master group in order to create valuable analytical data which can be used for Analytics
  • Master Groups are purely visual, they do not have any impact on Work place, other than for creating your desired Analytics data

What can be configured under Skills?

  • You can define skills, which are required to fulfill a ticket request
  • You can define skills with low, medium, high, and mandatory importance
  • You can apply skills automatically to particular tickets by using the power of filters

What can be configured under FMA?

  • You can decide if your FMA user base is allowed to start appointments simultaneously or not. By flipping the toggle to the right engineers are allowed to start appointments simultaneously instead of being forced to work from ticket to ticket.
  • You can decide if PUDO Appointments should reach your engineers or not.
  • You can decide if your user base should benefit from the “My Day” tab or not. The My Day tab can be used by engineers to track working hours and working breaks on their own.

What can be configured under Ticket Scoring?

  • You can define ticket scores, and depending on the ticket score, tickets could get treated differently by the Optimizer. Differently in this context means, tickets with a higher ticket score get scheduled earlier for example, because of prioritization.
  • You can make the ticket scores dependent on conditions
  • Those conditions can be either static or dynamic
  • With dynamic conditions you can adjust the ticket score time or date sensitive

What can be configured under PUDO?

  • You can define PUDO names
  • You can define PUDO opening hours and break times which are then smartly used by the system
  • You can define PUDO locations
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