Overview
Configuring related technician assignments helps Schedule Engine ensure that we assign jobs to the right technicians when you have escalations.
Who uses this feature
Administrators, Office Employees, Managers, Technicians, Customer Service Representatives (CSRs), Dispatchers
Applies to all business types
Things to know
If you don't have Technician Job Assignment for your escalations, you do not need to configure your Schedule Engine contacts to the related technicians inside your FSM.
Best practices
We recommend adding a Related Technician to all of your contacts on the dashboard.
Use case
You have a technician named John Clark in FSM that goes by Johnny on the Schedule Engine Dashboard, and you want to associate the two names under one profile.
Configure related technician assignments on the Schedule Engine Dashboard
If you are using Technician Job Assignment, configuring related technician assignments will ensure that Schedule Engine is able to 1:1 match the technician inside the Escalation section of your Schedule Engine Dashboard to the technician inside your FSM.
If you use nicknames for contacts in the Schedule Engine Dashboard that do not match your technicians' names inside your FSM, then Schedule Engine may not be able to match to the correct technician.
You can link Escalation Contacts to their respective technician in your FSM if you also want jobs to be assigned to that technician in your FSM.
If you want to create jobs in the Unassigned section of your FSM, you can select Schedule Engine from the dropdown in the Related Technician field on the dashboard
To configure related technician assignments:
From the Schedule Engine Dashboard, go to Escalation Settings and select Contacts from the Escalation Settings menu.
Click directly on any contact or on any contact’s Edit
icon to open the Edit screen.On the contact’s Edit screen, click the Related Technician dropdown and select the related technician. The dropdown will populate directly from your FSM.
Note: You can select the Schedule Engine technician under the dropdown if you want jobs assigned to that specific technician in the dashboard to be sent to the Unassigned section of your FSM.
Click Save to add the related technician.