Who uses this feature
Administrators, Office Employees, Managers, Technicians, Dispatchers
Applies to all business types
Accept escalations
When you are on the on-call schedule, you are notified through your preferred methods when a relevant bookable call is escalated.
Log in to your Scheduling Pro dashboard with your registered email address or phone number. If you receive the notification through text or email, you will receive a direct link to log in.
Review the job and click Accept.
Log in to view accept escalations
Log in with your email or phone number.
The first time you log in, the system sends you a text or email to authenticate you are a user.
Preview email notifications
For email and text notifications, the incident number corresponds with the pending escalated job in the dashboard. After you click the link, you're directed to a login screen.
Email notification example
Text notification example
View pending jobs on the Escalation Dashboard
Select View on the pending job line with the corresponding incident number on the Escalation Dashboard.
Review and accept or stop escalations
You can either select Accept at the bottom of the screen or select Stop Escalation in the top corner.
Select an action for the job on the Scheduling Pro Dashboard
The following applies to the Scheduling Pro Dashboard only:
By selecting Accept or Stop Escalation on the job in the Schedule Engine Dashboard, you are only turning off the notification plan.
You still need to select the job action in your Field Management System.
Review escalation notifications
Escalation statuses include:
Assigned: On-call technician or dispatcher accepted the escalation.
Expired: On-call technician or dispatcher did not accept the escalation in time and the notification plan ran its course.
Cancelled: On-call technician or dispatcher was sent to the job, but hit Cancel or Stop Escalation to reject the job.
Note: When a technician or dispatcher cancels an escalation, make sure they are letting the customer know. If the customer calls back, Scheduling Pro agents can see that the call was canceled, but they aren’t able to give the customer a reason.
Assigned escalations
In this example, the technician who was on the schedule, John Smith, was notified and accepted the escalation, so it shows as Assigned.
The second contact in the escalation plan, Brian Smith, was not notified since John has already accepted the escalation.
Expired escalations
In this example, the technician, John Smith, was notified but didn’t accept or cancel the escalation, so it went to the next person in the escalation plan, Brian Smith.
Brian didn’t take action on the escalation, so it expired.