Overview
Dispatch Pro Console is a companion tool that helps you stay on top of dispatching tasks that need attention. Keep the console open in another window alongside your regular Dispatch Board. This way, you can easily find what you need to work on while monitoring the Dispatch Board.
Who uses this feature
Dispatchers
Primarily for Residential Service and Replacement business types
Feature configuration
To get started with Dispatch Pro, review pricing and select your package here. You can also request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
Certain permissions are required to set up and manage Dispatch Pro. To have these enabled, please contact the account administrator on your team. For more, see the Required permissions section of Dispatch Pro.
The View Dispatch Board permission is required to use the console. Other permissions may be required to resolve tasks in the console. Please contact the account administrator on your team.
Things to know
The console shows tasks for all jobs and all technicians, not just Dispatch Pro-enabled jobs and technicians. This is helpful, for example, if you use Dispatch Pro for service and maintenance jobs but not for install jobs.
Tasks for jobs scheduled on past or future days may take up to one hour to appear in the console. Tasks for jobs scheduled for today appear within 1–5 minutes.
After a task is resolved, it may take a minute or so to disappear from the console task list.
Best practices
Keep the console open in another window, screen, or tab at all times to get your tasks in a timely manner.
Open Dispatch Pro Console
The console is essentially a self-refreshing feed of tasks, with the most critical items at the top. You view the console using workstreams, which are custom boards that display tasks for specific business units, zones, and dispatchers. Depending on how your manager has configured the console, you may have one or more workstreams to choose from.
To open the console:
Go to the navigation bar and click Dispatch
.At the top of the Dispatch Board, click Dispatch Pro>Console.
On the screen that opens, select the workstream or workstreams you want to view and then click Apply.
Note: If you don't want to see the Workstream Selection pop-up again, select Don't ask again. You'll still be able to choose your workstreams in the main console screen.
The console opens and displays tasks based on the workstream or workstreams you selected.
Filter Dispatch Pro Console
Use the Search box or Filters to find a specific task or set of tasks.
In the Search box, you can search by:
Task name
Technician name
Customer name
Job number
Job appointment number
Job type
In the Filters dropdown, you can filter by:
Priority type: Urgent, High, Medium, and Low.
Status: All, Active, or Snoozed
Visibility: All, Read, or Unread
Click Workstreams to choose a specific board or all your boards at once.
Depending on how your manager has configured the console, you may have one or more workstreams to choose from. After you select your workstream or workstreams, click Apply to view them.
Resolve tasks in Dispatch Pro Console
Click a task to see more details about it.
Depending on the task, the instructions and actions will vary. View the Conditions section to see how the task was generated based on the console settings.
Review any available Instructions, Related Links, Available Actions, and Alerts. After the conditions that generated the task are met, the task disappears from the console and is considered resolved.
Note: If a rule has multiple conditions and one of the conditions is no longer true, then the task disappears.
On the left side of the console, you can check your overall progress in the Progress Tracker.
Tip: The Linked Tasks tab in the task details shows you all the other open tasks related to this technician or job.
Snooze tasks in Dispatch Pro Console
If a task has the Snooze option, you can click the Snooze
icon and select a time to be reminded of the task later.
If prompted, enter a Snooze Reason. This reason is added to the task audit trail so others know why it was snoozed.
After you click Snooze
, select a time, and enter a snooze reason:
If you filter to only show Active tasks, the Snoozed task disappears from your feed and reappears later at the time you selected.
If you filter to show All or Snoozed tasks, you see Snoozed
at the top of the task, indicating it's currently snoozed.