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The scheduling assistant helps dispatchers to schedule ticket appointments. It assists dispatchers in the process of finding the best possible appointment for the customer and ensures efficient scheduling of engineers at the same time. The main goal of the scheduling assistant is to easy up the process of appointment planning by suggesting optimal appointments with background-optimized routes.

Since making an appointment isn’t always a straight forward process, many scenarios can happen while trying to find an appointment with the customer.

The scheduling assistant is capable to deal with every aspect of a customer call and scheduling an appointment can have many different outcomes. Above listed and described are possible outcomes of an assisted schedule process to help you better understand the manual planning of an appointment. The outcomes of the assistant can vary, so above table may help you to understand how to handle different situations in the best possible way inside the software. They are sorted from the most efficient (Ticket is efficiently handled by the system) to least efficient (Manual appointments make the Optimization less effective).

When a dispatcher is calling a customer for an appointment the goal is to find the right compromise between customer availability and engineers’ flexibility. The scheduling assistant can help with that by giving appropriate suggestions in the moment the Dispatcher does the customer call.

By giving the customer a big free window for the appointment while also ensuring the optimal route is planned for the engineer the scheduling assistant ensures the best possible outcome for Dispatchers, Customers and Engineers (this is done by background processing of the Optimizer).

Field Service Management is one of the most dynamic fields when it comes to planning. There are many hurdles to overcome, such as eg. high-priority tickets and adjustments should be made as consistently as possible. The Optimizer therefore also works constantly in the background to always find the best solution in this dynamic working environment.

The Optimizer is constantly working in the background to find best routes.
The Optimizer works most efficiently when the fixed from/to (enduser-agreed-time) is big and the dispatched from/to (engineer-agreed-time) is small.

  • The fixed from/to time describes the agreed time window with a customer.
  • The dispatched from/to time window describes the agreed repair time by engineer and is identical to the adjustable ticket duration.

Option 1: By double-clicking on a particular ticket in the Ticket Pool.

Option 2: From the Context menu of a ticket in the Ticket Pool in the Dispatch view.

Option 3: From the Timeline  by right-click (opening the context menu) on Schedule Ticket.

Option 4: From the Ticket Details by clicking on the corresponding workflow button.

The Popover of the scheduling assistant opens and you have a variety of options of scheduling the ticket (eg. while you are on the call with a customer).

With the Update LSDT button you can change the LSDT for this particular ticket anytime in case circumstances of the ticket change.

While on the call with a customer you decide to offer options to the customer that are suggested by the system. If the customer agrees to them you are good to go.

  1. Ask or suggest date preferences and if there are none select the highlighted date.
  2. Ask or suggest time preferences and if there are none select the highlighted time. By clicking the  right next the Time you can add a custom availability, if, for example the Ticket Duration is exceeding.
  3. Select Any Engineer or another highlighted engineer.
  4. (Optional) Add the person you spoke with in the Talked to field.
  5. Click SAVE to move the Ticket to PENDING WAIT ONSITE state.

While on the call with a customer you decide to pick a appointment manually. Either because the customer has only time at a certain period or has other preferences and wishes for the appointment. In this case you select everything around the appointment by yourself.

  1. Ask or suggest date preferences and pick a date.
  2. Ask or suggest time preferences and pick a fitting time.
    By clicking the  right next the time you can add a custom availability, if, for example the ticket duration is exceeding.
  3. Select Any Engineer or pick a desired engineer.
  4. (Optional) Add the person you spoke with in the Talked to field.
  5. Click Save.

 

If you fail to reach the customer for whatever reason, you are able to mark it in the ticket by clicking the Customer Not Reached button in the assistant. Do not forget to click Save after doing so. If the Not Reached button is set to on, a log entry in the Calllog will also be saved to inform.

If the customer requests a callback for a reason, you are able to mark it in the ticket by clicking the Callback button in the Assistant and click Save afterwards. Based on Business rules (eg. like the Three-Strike-Rule or other procedures) or by request of called person by specific instruction of dispatcher to call at specific time/after specific duration.

If you are not able to reach the end customer (or project-specific reasons), but want the ticket to move forward in the process, you are also able to set up an Proposed Appointment. Proposed Appointments are placeholders. In the case of not reaching the enduser you also shouldn’t forget to push the enduser not reached button, so it is mentioned in the ticket.

  1. Click on NOT REACHED.
  2. Click on PROPOSED APPOINTMENT.
  3. Select the date for the Proposed Appointment.
  4. Select a time for the Proposed Appointment.
  5. Select an engineer for the Proposed Appointment.
  6. Click SAVE.

Call logs are saved and all other actions are still allowed.

Sometimes an appointment or a ticket has to be canceled due to various reasons. You are able to cancel a ticket, but not from the Assistant, but from Ticket Details where you press the Workflow button CANCEL TICKET or DELETE APPOINTMENT depending on your use case.

A calllog entry in the history will be created and saved automatically based on the cancellation reason to inform others.

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