Adjust Dispatch Pro Prioritization Settings

Overview

Use Prioritization Settings to tell Dispatch Pro how to prioritize certain job types. These settings allow you to automate the urgency of many variations of job types and tags to meet your customers' needs.

Things to know

• Dispatch Pro is as effective as the data it has access to. Expect an adjustment period while you manage and revise your data and settings.

Best practices

• We recommend that you review and adjust your settings as needed during shoulder slow seasons to prepare for the busy season.

Open Dispatch Pro Prioritization Settings

1. Go to the navigation bar and click Settings.

2. In the side panel, go to Dispatch Pro>Settings.

3. On the Dispatch Pro Settings screen that opens, click the Prioritization tab under Settings.
   The Prioritization tab opens.

Tip: Read the details listed under each setting for helpful information, definitions, and recommendations.

Setting 3.1 - Choose which job types to optimize automatically

When you enable Dispatch Pro, it's automatically enabled for all job types. In setting 3.1, you can:

• Disable or enable Dispatch Pro for specific job types.

• Set technician ranking settings for specific job types. These selections override your Dispatch Pro Technician Ranking Settings.

You can adjust these settings individually or in bulk.

To make individual changes:

1. Find the job type you want to edit.

2. To turn Dispatch Pro on or off for this job type:        

   1. Hover over the Dispatch Pro Status column and click Edit.

   2. In the dropdown that opens, select On or Off.

3. (Optional) To set how Dispatch Pro weighs short-term and long-term performance when ranking technicians for this job type:

   1. Hover over the Tech Ranking: Range column and click Edit.

   2. In the dropdown that opens, select one of the following options:          

      1. Default: Uses the setting from your Technician Ranking Settings.

      2. Only Short Term: Considers only short-term performance.

      3. Mostly Short Term: Considers short-term performance at 75% and long-term performance at 25%.

      4. Balanced: Considers short-term performance at 50% and long-term performance at 50%.

      5. Mostly Long Term: Considers short-term performance at 25% and long-term performance at 75%.

      6. Only Long Term: Considers only long-term performance.

4. (Optional) To set how Dispatch Pro calculates technician performance, based either on lead creation or lead sale completion, for this job type:

   1. Hover over the Tech Ranking: Leads column and click Edit.

   2. In the dropdown that opens, select one of the following options:        

      1. Default: Uses the setting from your Technician Ranking Settings.

      2. Leads Created: Technicians earn credit as soon as they create a lead. This shortens the performance measurement cycle and rewards proactive lead generation.

      3. Leads Sold: Technicians earn credit only after jobs generated from their leads are completed and payment is received. This extends the measurement cycle but ties credit directly to actual revenue.

5. (Optional) To set how Dispatch Pro uses the conversion rate score and average ticket score when ranking technicians for this job type:

   1. Hover over the Tech Ranking: Metric column and click Edit.

   2. In the dropdown that opens, select one of the following options:          

      1. Default: Uses the setting from your Technician Ranking Settings.

      2. Only Average Ticket: Considers only average ticket score.

      3. Mostly Average Ticket: Considers average ticket score at 75% and conversion rate score at 25%.

      4. Balanced: Considers average ticket score at 50% and conversion rate score at 50%.

      5. Mostly Conversion Rate: Considers conversion rate score at 75% and average ticket score at 25%.

      6. Only Conversion Rate: Considers only conversion rate score.

6. When finished, click Save.

To make bulk changes:

1. Find and select the job types you want to edit. You can use the Business Units and Skills filters, or click Filter to use both at once.

   Tip: We recommend starting with service and maintenance job types. If you book other job types with the same technicians or disable Dispatch Pro for certain job types, Dispatch Pro will treat those jobs as locked calendar blocks and optimize around them.

2. Click Bulk Edit.

3. In the pop-up that opens, select one of the following options:  

   1. Turn On Dispatch Pro

   2. Turn Off Dispatch Pro

4. (Optional) Select any skills you want to associate with the selected job types and select an expected duration for how long these types of jobs should take.  

   Tip: Assigning skills to job types and technicians helps with the accuracy of Dispatch Pro assignments. For more, see the Tips section of Best practices playbook: Maximize Dispatch Pro .

   Note: Durations for job types tell Dispatch Pro how much time to block off on the Dispatch Board for the job. Job durations can extend past arrival windows, however, Dispatch Pro never reschedules jobs outside of the arrival window. The scheduled start time will always be within the arrival window.

5. (Optional) Set how Dispatch Pro ranks technician performance for these job types:

   1. Tech Ranking: Range: Choose how you want Dispatch Pro to weigh short-term and long-term performance when ranking technicians. Options include:

      1. Default: Uses the setting from your Technician Ranking Settings.

      2. Only Short Term: Considers only short-term performance.

      3. Mostly Short Term: Considers short-term performance at 75% and long-term performance at 25%.

      4. Balanced: Considers short-term performance at 50% and long-term performance at 50%.

      5. Mostly Long Term: Considers short-term performance at 25% and long-term performance at 75%.

      6. Only Long Term: Considers only long-term performance.

   2. Tech Ranking: Leads: Choose how Dispatch Pro calculates technician performance, based either on lead creation or lead sale completion. This determines when technicians receive credits for their leads. Options include:

      1. Default: Uses the setting from your Technician Ranking Settings.

      2. Leads Created: Technicians earn credit as soon as they create a lead. This shortens the performance measurement cycle and rewards proactive lead generation.

      3. Leads Sold: Technicians earn credit only after jobs generated from their leads are completed and payment is received. This extends the measurement cycle but ties credit directly to actual revenue.

   3. Tech Ranking: Metric: Select whether you want Dispatch Pro to look at the conversion rate, average ticket, or a blend of both when ranking technicians. Options include:

      1. Default: Uses the setting from your Technician Ranking Settings.

      2. Only Average Ticket: Considers only average ticket score.

      3. Mostly Average Ticket: Considers average ticket score at 75% and conversion rate score at 25%.

      4. Balanced: Considers average ticket score at 50% and conversion rate score at 50%.

      5. Mostly Conversion Rate: Considers conversation rate score at 75% and average ticket score at 25%.

      6. Only Conversion Rate: Considers only conversion rate score.

6. When finished, click Apply.

7. If no further changes are needed, click Save.

Note: If a job type doesn't have Dispatch Pro enabled, the toggle can't be turned on manually on the job record. Enabling Dispatch Pro on a job type only affects jobs booked after that change.

Setting 3.1 - Generate skills for job types

In setting 3.1, you can also view and assign the skills we recommend for your job types:

1. Click Generate Skills.

2. On the Generate Skills screen that opens, our recommendations for Job Types & Skills are ready for you to apply.

3. If you want to make changes, hover over a row, click Edit, make your changes, then click Check.

4. When finished, click Apply Generated Skills>Apply Skills.

Setting 3.2 - Choose which job types have a higher priority

Dispatch Pro assigns jobs based on predicted revenue and technician performance, but you can also tell it how to prioritize specific job types. In setting 3.2, drag and drop job types to assign a priority level to them.

Tip: You don't have to assign priority levels to all job types. Start with the 5-10 most important ones for your business. Remember that Dispatch Pro priority levels are different from typical job priorities (Urgent, High, Normal, Low), so if you want to boost a specific job, give it an Urgent priority level and Dispatch Pro will assign it ahead of all other jobs.

If no further changes are needed, click Save.

Note: For top priority levels, Dispatch Pro will try to move the appointments to the earliest possible time within the arrival window or business hours. Unranked or lower-level job types are more likely to be pushed to the end of their arrival window or business hours or left unassigned in case of overbooking.

Setting 3.3 - Choose which tags show individual job priority

In setting 3.3, you can tell Dispatch Pro which tags make certain job types a higher or lower priority level for your business. Pick tags that directly affect the priority level.

For example, drag and drop a Member tag to the ^ 1 Priority Level box to boost a job type priority level by one. In this scenario, a No Cool job type could be level 3, but on an individual No Cool job with a Member tag it will be treated as priority level 2 by Dispatch Pro (job type level 3, plus 1 level for the tag).

You can also use tags to surpass all other priority levels for really important jobs. For example, you can drag and drop a 12+ tag to the Highest Priority Level box. The same level 3 No Cool job with 12+ tag will become level 1.

If no further changes are needed, click Save.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Dispatch Pro: Detailed Setup