Dispatch Process

Dispatch Process

When a Customer Service agent is unable to locate a Service Professional while initiating a Service Request for the customer, they will force assign the Service Job to Procure Vendor. This will place the Service Request in the Dispatch Queue to be worked by the Dispatch Team.
  1. In Zoho click Custom View.
    2. If Custom View is not showing, click the Expand Menu and select Custom View.

  2. The queue will display all Open cases assigned to the agent.
  3. Click the status drop-down to choose between cases that are Open or On Hold.
    4. When working an On Hold case, the agent must manually update the status to Open . To do so, click on the case to open and update the status to Open .

  4. Cases are listed in the queue by priority. Priority Criteria is as follows:
    1. Severity
    2. Service Order Age
    3. Service Job Age

  5. Click the top Case to open it.
  6. Click the Expand Menu , then select Service Request.

  7. Click Reassign

    1. In the Reassign Reason field, select Working Dispatch
    2. In the Please select how you would like to reassign field , work through the selections in the order below:
      1. Reassign by SP Calendar
      2. SP Extended Zip Search
      3. ServiceBench Service Locator (swivel to ServiceBench for this option)
      4. Force Reassign
        5. DO NOT use Reassign to Highest Ranked SP
    3. If agent is unable to locate an available Service Professional, select Force Assign , then Manually Assign to Plus One (Plus One Account Number: 700010237)
    4. If agent is unable to assign to Plus One, select No Provider Found from the Force Reassign option
    5. Once both fields have been updated, click Reassign

  8. Click OK .


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