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ID1 - Call Dispatched (Not Arrived) Between W & X Hours Overview & Sample

Notifies when technician is dispatched to a call but has not yet arrived at customer site.

Jump to Overview | Samples | Variables | Alert Functionality | Best Practices & Tips |  Related Alerts 

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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

ID1_Sample.jpg

 

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Variables

Variables

ID1_Variables.jpg

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 - Call Dispatched (Not Arrived) between W & X Hours First Escalation

ID39 - Call Dispatched (Not Arrived) After W

 

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