ServiceGrid Article - Using Calendar

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Contents

Overview

 SD.Dispatching is a collection of functions used to delegate and escalate service calls to queues and technicians. As an option, activities can be used to document tasks of technicians. In addition, a calendar-based planning function for activities is provided. This document gives an overview of dispatching use cases and describes all available functions and administration and customizing tasks.

Assigning Queues to a Call

Assigning a queue to a service call is the most simple option. Service calls may be delegated or escalated to queues by assigning a certain queue (level 1, 2, or 3) to the call. This is done by selecting the queue from a selection box (drop-down box):

To assign a queue to a service call, follow these steps:

Step 1: Select the call from the Call list.

Step 2: Select an action to edit the call.

Step 3: Select the queue from the list.

Step 4: Click Save.

After the call is saved, the queue is assigned to the call. When using message triggers, an automatic notification of the queue can be customized.

The queue to be assigned within a certain level to a service call can be set as default queue in the service (contract element, service item). This option allows an automatic assignment of queues to the service call depending on the applied service.

Assigning Technicians by Selecting a Technician from the Drop-down Box

In addition to the delegation or escalation to queues, a technician can be selected from the drop-down box in the call detail form.

To assign a technician to a service call, follow these steps:

Step 1: Select the call from the call list.

Step 2: Select an action to edit the call.

Step 3: Select the technician from the list.

Step 4: Click Save.

Dispatching Technicians by Selecting from the Dispatching List

The dispatching list provides additional information about the technicians in terms of already assigned calls and their urgency.

To assign a technician to a service call using the dispatching list, follow these steps:

Step 1: Select a call from the call list.

Step 2: Select an action to open the call detail form.

Step 3: Click the Search button next to the queue or technician field to open the dispatching list.

Step 4: Click the technician's name in the list.

The technician will be assigned to the call and will be responsible for call-based activities in level 1, 2, or 3.

Dispatching Technicians Using Activities

If activities are used, activity records can be created for each call. Each activity record is assigned to one call and to one technician only.

To create new activities, an activity detail form called "Call detail and open activity detail form" is used on the right frame of the screen.

To add a new activity or to display existing activities, the More function link in the call detail form is used. Here are the steps:

Step 1: Click the More button.

Step 2: Click the Activities tab.

Step 3: Fill the activity detail data.

Step 4: Click Save to save the activity record or click Cancel to cancel the task.

Within an activity record, additional detailed information can be stored to record the start and end time of the activity, type and status of the activity, additional descriptions of the activity, and distance and mileage information.The activity detail form can be customized based on specific requirements of the service process. For more information, refer to SD Dispatching Setup.

Dispatching Technicians Using the Calendar Form

As an additional function, a calendar view is available to support the dispatcher in selecting the technician and creating activities assigned to the technician and call.The calendar view is displayed in a separate window to provide an easy-to-use form for planning activities.

Call Detail and Assigned Calendar View

The displayed calendar view is connected to the call, and the level of the call will provide a comprehensive overview of all technicians assigned to the current queue and their activities. The dispatcher will use the calendar view to plan new activities or reorganize existing activities.

Selecting the Calendar View

The calendar is selected in the call detail form using the C'alendarbutton at the technician level 1, 2, or 3.Click theCalendar 'button next to the techinician field to open the calendar view. The calendar view will be opened in a new browser window or in a new browser tab based on the browser settings. Users can keep the calendar window open or can close it by clicking the Close button of the browser.

The calendar always refers to the call and the level (1, 2, or 3) from which it was opened. The browser window title shows the SPCall ID or Call ID, the level, and the first 100 characters of the call fields Remarks or Description. The calendar windows will contain only the technicians who are members of the queue in the respective level of the referenced call. If no queue is assigned, the calendar cannot be opened.

Behavior of the Calendar View

1. If the calendar window remains open, the content of the calendar will be refreshed by clicking the Calendar button in the call detail form.
2. If another call has been selected in the meantime and the Calendar button was clicked in the (new) call detail, the calendar form will be refreshed and the valid technicians of that new call and level will be selected.
3. If another call has been selected and the Calendar button was not clicked in the (new) call detail form, all actions in the calendar will deliver an error message Call has been changed, click the Calendar button in the call details form to refresh the calendar.

The calendar form is divided into two areas where the filter form area is used to refine the technician and activity selection if desired and the calendar area displays the selected technicians and their activities in a calendar frame.The following functions are available:

Function
Description
Filter form area
Refines the selection of technicians or activities. The selection of displayed activities or technicians can be refined by using the filter values of the setup. Select another setup to change the number filter values available.
Calendar frame

<> - Scrolls to previous / next day.

|<>| - Scrolls to previous or next week.

[1] / [7] - Switches between period (day or week).

Date
Enters a date to go to a specific date.
Add new activity Opens a new activity detail form to add a new activity by using the Click-and-draw button on the Activity bar.
Update or Delete activity Opens an activity detail form to update or delete the activity by clicking the Activity bar.
Move activity Move the activity to another technician or to another time range by using the Click-and-move button on the activity bar.












The above functions are described in the following section in detail.

The Technician Filter List Standard Setup

Initially, the technician filter list standard setup is selected displaying all the activities of all the technicians of the selected queue in the current level of the call. If a queue is not assigned, the calendar cannot be opened. The technician filter list setup defines the fields available in the filter form. The technician filter list standard setup contains the following fields:

Field Name
Field Description
Status
Status of the activities
TypeNames
Type of the acitivities
TechFirstName
First name of the technician
TechLastName
Last name of the technician
TechnicianSkillNames
Skill of the technician







All activities of the selected technicians are displayed in the calendar frame as shown in the example given below:

Calendar view: Mike Mason is the assigned technician in Level 2, there are already activities planned for that call.

If a technician is already selected in that level, the technician name is displayed in bold letters. Moreover, activities already assigned to the call are displayed in bold letters. Other activities of other calls are greyed out, showing the workload of all technicians of the particular queue. This allows the calendar to assign the activity of a call specifically to a technician based on his overall planned activities.

Refining the Selection of Activities or Technicians

In certain cases, it may be valuable to refine the selection to see only certain technicians or certain activities. To refine the selection, follow these steps:

Step 1: Enter the selection values in the filter form fields.
Step 2: Click the GO button to apply the new filter values.

The selected activities are displayed in the calendar frame.

Selecting Another Setup

If additional technician filter list setups have been customized (see also Setup Options and data used), another setup can be selected. This function is only available if the setup selection is enabled in the setup settings. To select another setup from the list, follow these steps:

Step 1: Enter the values in the filter form
Step 2: Click the GO button to apply the new setup.

The selected activities are displayed in the calendar frame.

Initially, the period week is displayed, starting with Today as first day.The field descriptions are as follows:

Field Name
Field Description
Technicians
Displays last name and first name of the technician.
Per Day in the week
Displays activities of the technicians as bars. The text in the activity field WorkRemarks is displayed in the activity bar.





The following functions are used to navigate through the calendar:

  • < > - Scroll to previous or next day
  • |< >| - Scroll to previous/next week
  • [1] - Switch to period week
  • Date - Enter a date to go to this date
  • Go to Day - Click weekday (e.g.Wednesday) to switch to the daily view. Enter a date in the date field or select a date using the popup calendar


To work on activities and plan new activities it is more convenient to display the daily detail. The field descriptions are as follows:

Field Name Field Description
Technicians Displays last name and first name of the technician
Per Day Displays activities of the techinicians as bars. The text in the activity field WorkRemarks is displayed in the activity bar.





The following functions are used to navigate through the calendar:

  • < > - Scroll to previous or next day
  • |< >|  - Scroll to previous/next week
  • [7] - Switch to period day
  • Date - Enter a date to go to this date
  • Go to Day - Enter a date in the date field or select a date using the popup calendar

Add new Activity

To add a new activity, follow these steps:

Step 1: Click and drag the activity bar in the calendar line of the technician. A new detail form will be displayed.

Step 2: Enter the data in the fields of the activity detail form.

Step 3: Click Save to save the record or click Cancel to discard the action.

The activity will be saved in the database and displayed in the calendar.The activity detail form that  is used is the default activity detail form as defined in the setup choice permissions (see also Administration and Setup). The following updates are done:

  • The activity is assigned to the call.
  • The selected technician (line in the calendar frame) is assigned to the activity.
  • The work start time is set to the start point of the activity bar; the work end time is set to the end point of the activity bar.
  • The technician cannot be changed.

All other fields based on the activity detail form setup are open for input and/or selection.

Update or Delete an Activity

The following actions are available for existing activities:

Action
Description
Mouse-over Activity
Displays the WorkRemarks and Start and End Time as tooltip.
Click-on Activity
Displays the activity detail form as a popup window. The activity data can be updated and saved or the activity record can be deleted.
Move Activity
Moves the activity to another time range and/or to another technician.
Resize Activity
Changes the end time of an activity using the mouse to resize the activity box by dragging the right border. The changes are saved to the database after the mouse button is released.








To update an activity, click the Activity bar. The activity detail form will be displayed as a popup window. By default, the standard activity detail form is used. Another activity detail form can be defined by using the setup choice permissions (see also Administration and Customizing). The following conditions are provided with respect to the activity detail form fields:

  • The selected technician cannot be changed.
  • The work start and end time can be changed.
  • The activity remains assigned to the same call
  • All other fields (based on the activity detail form setup) are open for input and/or selection.

Assigning a Technician to the Call Without Adding an Activity

It may be necessary to select a dedicated technician to handle the call in the current level (1, 2, or 3) without planning an activity. To do so, you can select the technician by clicking the Select button in the technician list. The selected technician will be assigned to the call in the current level.

Activity List

The activity list provides access to all activities using a customizable list. Using the activity list, the activities can be analyzed in terms of technicians, status, type, work time, travel time, and distances.

Activity List Standard Setup

The activity list can be grouped and a business graphic representation can be applied. Activitiy list setups can also be used in the SD.cockpit. To support different types of analysis, a set of standard setups is available. For more information about customizing options, refer to Administration and Customizing.


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

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