Keep dispatchers focused with workstreams integration into the new Dispatch Board
This improvement to workstreams makes the workstream a dispatcher selects act as a firm boundary on the new Dispatch Board, the Jobs Tray, and the Activity Center, so dispatchers see and act on only the work assigned to them.
Available inProMax
Feature type
Enhancement
Industry
All business types
Roles
AdministratorsDispatchers
Region
All regions
What's changing
Today a workstream behaves like any other filter on the board, which means a dispatcher can switch it off or filter to a business unit, team, or zone outside the workstream they were assigned, so workstreams do not really scope anything. After this improvement, an administrator can turn on workstream enforcement, and the workstream a dispatcher picks up for their shift sets a boundary they cannot filter past: the Dispatch Board, the Jobs Tray, and the Activity Center all show only the business units, zones, and teams in that workstream, and the filter dropdowns list only values inside it. Standard business unit, team, and zone filters keep working exactly as before, but only within that boundary. The workstream choice also stays in sync across every browser tab a dispatcher has open, the prompt to choose a workstream appears once per shift instead of on every refresh, and the separate workstream control inside Dispatch Pro Console is removed so there is a single place to choose one.
Workflow comparison — before & after
← Before
✓ After
1.A dispatcher opens the new Dispatch Board and is prompted to select a workstream.
1.An administrator turns on workstream enforcement in Settings under Dispatch Pro, Console Settings, on the Workstreams screen, and confirms the warning that dispatchers will be limited to their assigned workstream.
2.The dispatcher selects the workstream covering their plumbing business units and Las Vegas zones.
2.A dispatcher opens the new Dispatch Board at the start of their shift and selects the workstream covering their plumbing business units and Las Vegas zones.
3.The dispatcher opens the business unit filter and sees every business unit in the company, not just the ones in that workstream.
3.The Dispatch Board, the Jobs Tray, and the Activity Center all load scoped to only the business units, zones, and teams in that workstream.
4.The dispatcher selects a commercial business unit outside their workstream and the board shows that work.
4.The dispatcher opens the business unit filter and sees only the plumbing business units in scope, so there is nothing out of scope to select.
5.The dispatcher opens the Jobs Tray and sees jobs from across the company, including jobs another dispatcher owns.
5.The dispatcher opens a second tab, switches to a different workstream to cover a break, and both tabs move to the new workstream together.
⚠ Workstreams describe who should see what, but nothing enforces it, so a dispatcher can view and move jobs belonging to another team.
✓ Each dispatcher works a defined slice of the board and stays inside it, so a board carrying hundreds or thousands of technicians stays usable and jobs stay with the team that owns them.
How it works for your industry
Residential Service and Replacement
- A residential service company running plumbing, heating, ventilation, and air conditioning (HVAC), and electrical business units gives each dispatcher a workstream for their trade, so the plumbing dispatcher never sees the electrical board.
- A company with dispatchers split across metro areas scopes each one to the zones they cover, so a dispatcher in one market cannot reschedule a job in another.
- A maintenance-heavy company keeps a separate workstream for its recurring maintenance teams, so the dispatcher handling demand calls is not sorting through maintenance visits.
Commercial Service and Replacement
- A commercial service company assigns one dispatcher per account portfolio through workstreams built on business unit and team, so each dispatcher owns a defined book of business.
- A company running both service and preventive maintenance (PM) crews scopes the PM dispatcher to the PM teams only, so PM route work is not mixed in with emergency calls.
- A company with a night and weekend on-call team scopes the after-hours dispatcher to that team, so the board shows only the technicians actually on shift.
Residential Construction
- A residential construction company scopes each dispatcher to the install crews in their region, so install work is not visible to dispatchers handling other regions.
- A builder running several communities at once gives each community its own workstream by zone, so a dispatcher works one community at a time.
- A company separating rough-in from finish work scopes each dispatcher to the teams doing that phase, so the board reflects the phase they are coordinating.
Commercial Construction
- A commercial construction company scopes each dispatcher to the business units covering a single project type, so large project work and small retrofit work stay separate.
- A company with dedicated crews per general contractor relationship builds a workstream per crew, so a dispatcher cannot move a technician off a committed project.
- A company coordinating across several job sites scopes each dispatcher to the zones covering their sites, so the board shows only the sites they are responsible for.
Roofing and Exteriors
- A roofing company scopes each dispatcher to the crews in their territory, so crew assignments stay with the dispatcher who knows that territory.
- A company running both repair and full replacement work gives each a workstream, so the repair dispatcher is not scrolling past multi-day replacement jobs.
- A company with separate residential and commercial exteriors divisions scopes each dispatcher to their division's business units, so the boards stay distinct.
How to prepare
01
Confirm the new Dispatch Board is turned on for your account in Settings under Dispatch Board, in the New and Upcoming Features section. Workstream enforcement applies to the new Dispatch Board only.
02
Review your workstreams before you turn enforcement on. Go to Settings, then Dispatch Pro, then Console Settings, then the Workstreams screen, and check that every workstream covers the business units, zones, and teams its dispatchers need, and that every dispatcher is assigned to at least one workstream. A dispatcher with no workstream assigned has nothing to see on the board.
03
Turn on workstream enforcement on the same Workstreams screen when you are ready. The setting applies to your whole organization at once, it is off until you turn it on, and it cannot be set for one role or one business unit.
04
Note that Maps, Master Schedule, Crew Scheduling, and the legacy Dispatch Board are not subject to workstream enforcement and will continue to show unscoped data
05
Tell your dispatchers what to expect. They will be asked to choose a workstream at the start of each shift, their filter lists will show fewer values, and any saved view that falls entirely outside their workstream will no longer be available.
06
Bookmark any knowledge base articles or Academy videos for team training.