Adjust Dispatch Pro Technician Settings

Overview

Use Technician Settings to control which technicians and technician attributes Dispatch Pro should look at when assigning jobs. These settings tell Dispatch Pro which technicians should be treated uniquely to help keep them happy, productive, and successful.

Things to know

• Managed technicians are required for Dispatch Pro. For more, see Managed technicians and non-managed technicians in ServiceTitan Mobile.

• 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

• To help Dispatch Pro assign jobs more successfully, be sure to validate your technicians' home addresses and assign them to Zones and skills.

• If a technician's home address isn't validated, Dispatch Pro uses the technician's last coordinates or the business unit address. If a technician isn't assigned to a zone, Dispatch Pro assumes all zones are ok to use. If a technician isn't assigned to any skills, Dispatch Pro assumes a technician is able to perform all Job Types.

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

Open Dispatch Pro Technician 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 Technician Settings tab under Settings.
   The Technician Settings tab opens.

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

Setting 4.1 - Choose which technician schedules Dispatch Pro should optimize

Setting 4.1 is a single table that controls how Dispatch Pro treats each managed technician. It covers four things: turning Dispatch Pro on or off per technician, assigning helpers, generating recommended skills, and overwriting settings for individual technicians. Each is covered below.

Enable or disable Dispatch Pro for managed technicians

When you enable Dispatch Pro, it's automatically enabled for all managed technicians. In setting 4.1, you can disable or enable Dispatch Pro for specific managed technicians as you see fit.

To make individual changes:

1. In the Dispatch Pro Status column, hover over the field and click Edit.

   1. Verify the Starting Address by clicking the Not Verified link.

   2. In the dropdown that opens:

      1. 1. Select On to enable Dispatch Pro for the technician.

         2. Select Off to disable Dispatch Pro for the technician.

            

         3. Click on the sections to update other columns.

   3. If no further changes are needed, click Save at the bottom.

To make bulk changes:

1. Search for or use the Business Units, Zones, and Skills filters (at the top of the table) to find and select the technicians you want to enable or disable for Dispatch Pro. You can also click Filterto use all three filters at once.

2. Check the boxes on the left of the technicians you’d like to bulk edit, then click Bulk Edit.

   1. In the pop-up that opens, use the Dispatch Pro Status dropdown to select On or Off.

   2. When finished, click Apply.

      

3. If no further changes are needed, click Save at the bottom.

Add helpers to managed technicians

In setting 4.1, you can use the Helpers column to add an active, non-managed technician, or a group of active, non-managed technicians, as a helper for a main, managed, Dispatch-Pro-enabled technician.

Use this setting for helper technicians who stay with the main, managed technician for the whole day or week. You can switch them in setting 4.1 for the next day, but not for individual jobs.

How helpers work

• Dispatch Pro assigns future jobs and updates existing jobs to include both the main technician and the helper.

• The helper does not need to have the required skills, Business Unit (BU), or anything else required for the Job. Only the main technician needs to meet the job requirements.

• If you deactivate a helper's Technician Profile, they're automatically removed from any jobs Dispatch Pro assigned them to and from the main technician in the Helpers column. Dispatch Pro remains enabled on those jobs and the main technician remains assigned.

• If you remove a helper from the Helper column, they're automatically removed from any jobs Dispatch Pro assigned them to. Dispatch Pro remains enabled on those jobs and the main technician remains assigned.

• If you remove a helper directly from a job, Dispatch Pro is automatically disabled for the job and can't be re-enabled until you either:

  • Remove the helper from the main technician in the Helper column

  • Add the helper back to the job

• If you remove the main technician directly from a job, the helper is not automatically unassigned and the job becomes disabled for Dispatch Pro as it normally would.

• All performance credit goes to the main technician. Helpers don't get credit for revenue or conversion and aren't included in drive time or other calculations.

• The same helper can be assigned to multiple main technicians, but we do not recommend this as it may result in one helper being assigned to different jobs at the same time.

Set up helpers

1. Go to setting 4.1 in Technician Settings.

2. In the Helpers column, click the field next to the main, managed technician you want to add a helper or helpers to.

3. In the dropdown that opens, search for and select the non-managed technician or technicians you want Dispatch Pro to assign jobs to alongside the main, managed technician.

4. Click Apply.

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

Overwrite settings for specific technicians

To accommodate your technicians' unique situations, use the table in setting 4.1 to adjust settings for specific technicians. You can:

• Add or remove technician zones.

• Add or remove technician skills.

• Select technicians' maximum drive time between zones.

• Choose technicians' routing versus revenue balance.

• Decide technicians' end-of-day proximity to ending location importance.

• Select how far a job can extend beyond a technician's scheduled shift.

• Select a technician's starting location and ending location. Options include:

  • Technician home address

  • Technician business unit (BU) address

  • Custom address

Note: Changes to these settings apply to all days going forward and reroute technicians. This may result in some technicians being reassigned.

You can do this individually by using the table columns.

You can also select multiple technicians to make bulk changes. After selecting multiple technicians:

1. Click Bulk Edit.

   1. In the Bulk Edit pop-up, click each dropdown and make your selection. The Tech(s) Selected box at the top shows which technicians your changes will apply to. Here's what each field does:

      • Dispatch Pro Status - Select On or Off to enable or disable Dispatch Pro for the selected technicians.

      • Max Drive Time - Enter the maximum drive time between zones for the selected technicians. Leave Default checked to use the default drive time.

      • Routing - Choose the routing versus revenue balance for the selected technicians.

      • Drive to End Location - Choose how important it is for the selected technicians to end their day close to their ending location.

      • Job Extension Limit - Select the maximum amount of time a job can extend beyond the selected technicians' scheduled shifts.

      • Zones - Select the zones you want to apply to the selected technicians.

      • Skills - Select the skills you want to apply to the selected technicians.

   2. For the Zones and Skills fields, choose how your selection applies to each selected technician using the radio options shown below each field:

      • Add new zones / Add new skills (default) - Adds the selected zones or skills to what each technician already has, without removing anything.

      • Replace all zones / Replace all skills - Overwrites each technician's existing zones or skills with your selection.

      • Clear all zones / Clear all skills - Removes all zones or skills from the selected technicians.

   3. Click Apply.

      Note: You can't make bulk changes to technicians' starting location and ending location.

      

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

Setting 4.2 - Are there any tags that help identify jobs with unique skill requirements?

Tags for job types, locations, and equipment are copied to the job level during booking. When you link skills to tags in setting 4.2, Dispatch Pro includes the corresponding skill requirements, streamlining the technician job-matching process.

To create a rule that associates technician skills with tags:

1. Once you’ve created Tag Types, click Select Tags.

2. In the pop-up that opens, click the Tag dropdown and select the tag or tags you want to use to indicate a special skill is needed for a job.

3. Click outside of the dropdown and within the pop-up to close the dropdown, then click Apply. The tag or tags you selected are now shown in the table.

4. Select the tags you added to the table then click Bulk Edit Skills.

5. In the pop-up that opens, click the Skills dropdown and select a skill or skills to associate with your selected tags.

6. (Optional) Select a business unit (BU). This makes the tag-skill rule you're creating only apply to jobs tied to that BU. If you don't select a BU, the tag-skill rule will apply to all jobs, regardless of their BU.

7. Click Apply.

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

Now, when one of these tags is applied to a job type, Location Record, or equipment, Dispatch Pro assumes that a technician must have both job type level and tag level skills to complete the job.

For example, if you add a Ladder skill to an Attic tag, whenever there's a job with the Attic tag, Dispatch Pro looks for a technician with the right skills for the job in addition to the Ladder skill.

Note: Associating skills with tags only affects Dispatch Pro jobs.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Foundations of Dispatch Pro

• See Dispatch Pro in the ServiceTitan Knowledge Base