ServiceGrid Article - Dispatching Technicians

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Overview

The dispatch module allows assigning calls to technicians, levels (1-3) and/or workgroups (queues) and is fully integrated to the SD.call module.

At the same time, the planning of new technician assignments is supported by showing the current level of capacity.

  • Automatic allocation to technician/specialist or support groups.
  • Exact entry of operational time (activities) for each ticket.
  • Display the availability of technicians with calendar function.
  • Assign calls to technicians using their mobile phones/PDA/Blackberry devices.

Technicians are organized in working groups (queues) by regional or professional criteria. The call assignment can trigger automated messages (SMS, E-Mail) to the involved technicians. For the call execution, the running time, and working time, and the part consumption are posted to the call/technician. A clear presentation of the current level of the technicians’ capacity facilitates the efficient planning of new call incidents.

The Dispatching function located inside the SD.call module lists the current status of the helpdesk.

  1. Use the functions Display all technicians and Display all queues  to switch between the two lists.
  2. Click on any green linked call number inside the matrix to switch to the CallTracking lists.


Queue view

  1. Use the functions Display all technicians and Display all queues to switch between those two lists.
  2. Click on any green linked call number inside the matrix to switch to the CallTracking lists.


The following fields are shown in the list:

Label Description
Triangle symbol Click on the “triangle” to see the technicians assigned to the selected queues.
Queue

Lists the name of the queue.

Sum

Sum of the assigned calls.

Red clock - Number of calls where SLA times have been exceeded.

Yellow clock - Number of calls in progress.

Green clock - Number of calls which where fulfilled in time.

Contact Contact person of the queue
Tel Telephone of the queue
MobileTel Mobile phone number of the queue
Email E-mail of the queue
  1. Use the functions Display all technicians and Display all queues to switch between the two lists.
  2. Click on any green linked call number inside the matrix to switch to the CallTrackinglists.


Technician view

The following fields are shown in the list:

Label Description
Triangle symbol Click on the “triangle” to see the technicians assigned to the selected queues.
Technician

Lists the name of the technician.

Sum

Sum of the assigned calls.

Red clock - Number of calls where SLA times have been exceeded.

Yellow clock - Number of calls in progress.

Green clock - Number of calls which where fulfilled in time.

Calendar Shows the current week, the actual day is highlighted. Individual off days will be shown in a color according to the used color theme. Common off days (no service) will be highlighted gray.
Tel Telephone of the technician
MobileTel Mobile phone number of the technician
Email E-mail of the technician


For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.



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