Notifies when technician is dispatched to a call but has not yet arrived at customer site.
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Overview
Overview
When a technician has been dispatched to a call they are expected to arrive at the customer site within a reasonable amount of time. This alert will notify if the technician is not marked as arrived at the customer site within the amount of time specified. We suggest you use ID1 to notify the technician and use escalation alerts ID38 and ID39 to notify the Service Manager, VP of Service, or anyone else who may need to know if the technician has not arrived after longer periods of time.
Run Schedule: Every 15 Minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Minimum Number of Hours that will trigger alert if technician not arrived (decimals allowed)
Variable X: Maximum Number of Hours that will trigger alert if technician not arrived (decimals allowed)
Variable Y: Branch Number alert fires on (list multiples separated by commas). Leave blank for ALL branches
Variable Z: Notification Method for technician (enter 'text', 'email', or 'none')
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Alert Functionality
Alert Functionality
1. Notifies when technician has been dispatched but not marked as arrived by the number of hours set in Variable W.
2. Alert will continue to notify every 15 minutes until technician has been marked as arrived, or until the max threshold set in Variable X has been met.
3. EAutomate automatically sets the 'Arrival Time' on the call the same as the 'Dispatched Time' until the technician is manually marked as 'Arrived'. Once the technician is marked as 'Arrived', eAutomate overwrites the original time stamp to the actual arrival time.
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Best Practices & Tips
Best Practices & Tips
1. Use this alert, ID1, to notify the Technician and use ID38 to escalate to Technician Manger. If needed, ID39 is a second escalation which can be used to escalate to VP of Service or anyone else who may need to be notified.
2. If technician is dispatched while on-site at customer location, they will need to mark themselves as 'Arrived' as soon as they are dispatched to update the time stamp.
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Related Alerts
Related Alerts
Add any related alerts that client could/should may want to consider
ID38 & ID39 - Call Dispatched (Not Arrived) between W & X Hours First and Second Escalation
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