General
Why are there too many “handoffs” or not enough bookings?
Check to make sure you have no Buffers or Blockers enabled in your Scheduling Pro Dashboard.
Note: This causes the availability to be pushed out or blocked off for certain days and job types.
Schedule a meeting with your CSM to determine your current configuration.
What is causing incorrect escalations?
Is your on-call schedule up-to-date on the Schedule Engine Dashboard?
We refer to this to determine to whom and how we escalate the issue.
If you need additional help, schedule a meeting with your CSM for a quick training.
Which jobs should we be booking?
Confirm with Technical Support or your CSM that we have an accurate representation of the types of jobs you would like to book and escalate.
For example: No heat, All jobs, Emergencies only, etc.
How aggressive or conservative would you like us to be with booking jobs? What’s your stance?
How should we be escalating jobs?
Notify, Notify + Book, Notify + Book + Assign
Do your technicians know how to accept and receive escalations?
We send a text with a link to the job in the dashboard.
Your technician needs to accept the escalation. Technicians need to call the customer if they can’t accept the emergency after hours. If they decline the escalation, there is no way to notify the customer who will be expecting a call back or a technician to arrive.
Live Voice interactions
Why do our calls have an incorrect tone or interaction quality?
Schedule a meeting with your CSM so we can determine the root cause of the issue. We want to hear your feedback.
File a ticket with some example interactions: https://support.scheduleengine.com/support/tickets/new
Why is incorrect information being given out to our customers?
Contact Technical Support to verify the current notes our agents use for interactions with your customers.
These agent notes can be edited and tailored anytime.
They are not a script, but are reference points for agents as they have conversations with your customer.
Note: Scheduling Pro sends a summary email after each chat interaction using the following list of resolutions and statuses linked here: https://scheduleengine.freshdesk.com/support/solutions/articles/72000538876-chat-resolution-types-explanations-and-transcript-examples
Do Live Agents have direct access to our Field Management Software?
No. If you see availability in your Field Management Software but our Live Agents aren’t offering it, it’s likely that they haven’t made those time slots available in the scheduler.
Live Chat interactions
Why do our chats have an incorrect tone or interaction quality?
Contact Technical Support so we can determine the root cause of the issue. We want to hear your feedback.
File a ticket with some example interactions.
Why is incorrect information being given out to our customers?
Reach out to Technical Support or your CSM to verify the current notes our agents use for interactions with your customers.
These agent notes can be edited and tailored anytime.
They are not a script, but are reference points for agents as they have conversations with your customer.
Note: Schedule Engine sends a summary email after each chat interaction using the following list of resolutions and statuses linked here: https://scheduleengine.freshdesk.com/support/solutions/articles/72000538876-chat-resolution-types-explanations-and-transcript-examples