Dashboard overview (Schedule Engine)

Overview

The Schedule Engine Dashboard is a tool that allows you to manage different aspects of Schedule Engine.

Note: This feature applies only to the legacy Schedule Engine. ServiceTitan customers are encouraged to transition to Scheduling Pro, an upgraded tool designed to replace Schedule Engine on your website and provide a seamless booking experience.

Things to know

• Because you insert jobs directly into Field Management Software, you don’t need to action jobs in the Dashboard, although we still recommend checking it daily.

• There are known issues that can cause certain or all jobs to not sync from Schedule Engine to your software.

• Most account edits outside of the items listed below require a Support ticket.

• Schedule Engine now includes a non-editable SMS consent checkbox at the contact info step. Customers must check the box to receive SMS updates. If left unchecked, their notification preferences are turned off in ServiceTitan. This update ensures compliance with telecom regulations and applies automatically to all schedulers.

Use the Live Escalations Dashboard

From the Dashboard, you can:

• View and manage jobs booked from your Schedule Engine services

• View call and chat summaries

• View analytics

• Manage the availability Schedule Engine offers your customers

• Manage Escalation settings

• Track your usage versus commitment

Depending on the type of integration you have and services you are using, your specific usage of the Live Escalations Dashboard may vary. 

To access the Dashboard, go to https://provider.scheduleengine.net/.

Some of the Live Escalations Dashboard’s most notable features include, but are not limited to:

• View and manage jobs being booked from your Schedule Engine services (Scheduler, Live Chat, Live Voice)

• If you are using a two-way integration, these jobs are integrated into your Field Management software.

• Depending on your integration, you may not need to visit this section often.

• View call and chat summaries (if applicable)

  • These appear in a list view and can be downloaded into a CSV format.

  • Each record will include a brief summary of the interaction.

  • See the list of Resolutions and Inquiries we send in our recap emails

• View analytics to see who, when, and how your customers are booking jobs?

  • Get a snapshot of how many bookings you receive per day, per job type and more.

  • If the button for this feature is not present on your dashboard, please reach out to Support.

    • In the meantime, you can visit: https://provider.scheduleengine.net/jobs/appointments

  • Visit Analytics & Reporting or schedule a meeting with your CSM for more details.

• Manage the availability offered to your customers

  • Ability to add and toggle:

    • Availability Buffers

    • Blocked Dates

    • Availability Window

• Manage escalation settings (Only for Live Voice customers using Escalations)

  • Add users to the dashboard 

    • Control access your Schedule Engine Dashboard.

    • Choose who will receive notifications.

    • Choose who will be able to interact with Leads and Jobs. 

  • Manage zones 

    • See which zip codes we are able to service for escalations.

    • Multiple zones can be created to have separate services depending on the customer’s area. 

  • Manage on-call and escalation schedules

    • See which technician is responsible for each day and time block.

    • See which services are offered.

  • Manage Plans - Manage what happens when an escalation occurs

    • Who do we contact?

    • How do we contact them?

    • How often do we contact them?

    • What method of escalation are we using? (Notify, Notify + Book, Notify + Book + Assign)