Service Titan Knowledge Base

Ask dispatchers why jobs were rescheduledLast updated on 03/22/2022

Are booked jobs being rescheduled too frequently? Are some of your dispatchers making poor job booking decisions? You can learn why your team is rescheduling jobs by sending them a quick survey. You can create quick responses and customize the order they appear, set the frequency with which users are surveyed, decide which actions trigger the survey and even identify employees to survey more frequently than others.

As you survey your employees, you can gather data and understand why your jobs are being rescheduled by running the Rescheduled Reason Survey report.


Things to know

  • If a dispatcher or other survey responder selects Other, they are required to enter a reason why the job was rescheduled before the survey can be completed.


Configure the Rescheduled Reason survey

The Rescheduled Reason Survey comes ready to send a survey to each of your employees every time they reschedule a job. You can change the order of questions the survey asks, how often the survey should be sent, which actions trigger the survey and even if some employees should be surveyed more frequently than others.

  1. Go to the navigation bar and click Settings settings.png.

  2. In the side panel, click Dispatch Board > Rescheduled Reason.

  3. Enter new details for the Descriptor, which is a brief introduction to why you’re surveying them. Tip: Your team will adapt better to the Rescheduled Reason survey if you add a personal message from the owner explaining that the data gathered will be used to improve business processes and outcomes for everyone on your team.

  4. Complete the following optional sections of the survey:

    • Add, edit and reorder survey quick responses.

    • Under Default Survey Frequency, select how frequently the survey should be sent per 100 reschedules, and whether employees are able to skip it.

    • Under Action Trigger select if the survey will be triggered on Reschedule and reassignment or Reschedule Only.

    • Under Survey Timeout enter a durations to skip triggering the survey for reschedules on the same job for 0-30 minutes, and skip triggering the survey after initially booking a call for 0-60 minutes.

    • Under Individual Survey Frequency, click Add An Employee and use the Employee Name dropdown to select an employee whose survey frequency you want to alter. Then use the Survey Frequency dropdown to select how often that employee should be surveyed per 100 reschedules.

5. When you're finished, click Update.


Understand Rescheduled Reason Survey settings

Descriptor

An explanation of what the survey is and why you’re sending it to your employees.

Quick Responses

The responses shown by the survey. You can reorder the responses by clicking the Up and Down arrows next to each question. You can edit the responses by double clicking the text field.

Default Survey Frequency

How often the survey should be sent per 100 reschedules. For example, to survey your staff

  • Every time a job is rescheduled, select 100 surveys per 100 rescheduled.

  • Half of the time a job is rescheduled, select 50 surveys per 100 scheduled.

  • Every tenth time a job is rescheduled, select 10 surveys per 100 scheduled.

You can also allow employees to skip the survey by enabling Enable Skip Survey.

Action Trigger

In the Action Trigger section select which actions should trigger the survey. One of two options can be selected.

  • Option 1 (default): Reschedule and reassignment

  • Option 2: Reschedule Only

Survey Timeout

  • Skip triggering the survey for reschedules on the same job for 0-30 minutes.

  • Skip triggering the survey after initially booking a call for 0-60 minutes.

Individual Survey Frequency

You can set a custom survey frequency for specific employees. Use this option to survey new employees more frequently until they are fully ramped up or to learn why certain dispatchers are rescheduling jobs more frequently than others. You can survey multiple different employees at different rates.


Create and run a Rescheduled Reason Survey report

  1. Go to the navigation bar and click Reports.

  2. Click Create Report.

  3. Click Jobs.

  4. Enter a name for your report like “Reason Rescheduled Survey report.” Then, for Category, select either Operations or Dispatch. Optionally, enter a description of your report. When finished, click Create Report.

  5. If you want other people on your team to be able to see your report, click Yes to share it. Otherwise, click No.

  6. Your Rescheduled Reason Survey report opens.

  7. Next, set up filters and columns for your report to make it easier to read:

    1. Click Filter by, and select Start Date.

    2. Use the From and To fields to enter a date range to run your report on.

    3. Optionally, if you want to run your report on a specific business unit, select one or more business units from the dropdown.

    4. Click Edit Columns. If you’re only interested in survey responses for this report, deselect all options from the menu, and then select Rescheduled Reason (drilldown) and Reschedule Survey Answered By.

      Tip: You can also select additional columns to show in your report. Point to column names for a description of each column.

  8. When you're doing adding columns, click Apply.

  9. Once you’ve finished setting up your report, click Run Report.

  10. The Reason Rescheduled Report runs, showing you a list of responses.

  11. Click an entry in the Rescheduled Reason (drilldown) column to drill down into it, where you can see the date the survey was taken and any custom responses entered.


Read your report results

  • Reschedule Survey Answered By—Employee who completed the survey

  • Rescheduled Reason (drilldown) —Click into this field to drill down to see

    • Date Surveyed—Date the survey was sent

    • Survey Answered By—Employee who completed the survey

    • Custom Response—Written response from the employee who responded to the survey




Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.