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ID38 and ID39 - Call Dispatched (Not Arrived) Between W & X Hours - First and Second Escalation Overview & Sample

First and second escalations to ID1 to notify additional parties 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

First and second escalations to ID1, used to notify additional parties that a dispatched technician has not arrived at the customer site within a reasonable amount of time.  ID1 notifies the technician and we suggest then using escalation alert ID38 to notify technician manager if technician has still not arrived by a second threshold. Can also use ID39 as a second escalation to notify the VP of Service or anyone else who may need to know the technician has still not arrived after a third threshold.

 

Run Schedule:  Every 15 Minutes

Type of Output: Email

 

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Sample

SampleID38_Sample.jpg

 

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Variables

Variables

ID38 Variables

ID38_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)

 

ID39 Variables

ID39_Variable.jpg

Variable W: Minimum Number of Hours that will trigger alert if technician not arrived (decimals allowed)

 

 

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Alert Functionality

Alert Functionality

1. Notifies when technician has been dispatched to call but is not marked as arrived by the number of hours set in Variable W. 

2. ID38 will continue to notify every 15 minutes until technician has been marked as arrived or until the threshold set in Variable X has been met.

3.  ID39 will continue to notify every 15 minutes until technician has been marked as arrived.

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 ID38 for escalation to technician manager after notifying technician via ID1.

2. If needed, use ID39 for a second escalation to VP of Service or anyone else who may need to be notified if tech not arrived by threshold set on ID38.

3. 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

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

 

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