Overview
Arrival Windows empower your customer service representatives (CSRs) to better connect with and serve your customers by tracking the arrival time that you promise your customers. The arrival window is the time frame when a technician is supposed to arrive at the service location for the job. Add preset arrival windows so that your CSRs can select them when booking or rescheduling a job. For technicians, arrival windows enables on-time arrival tracking.
Who uses this feature
Administrators
Feature configuration
Permission is required to use this feature. Please contact the account administrator on your team.
Things to know
Since they work completely separately, Open Capacity Planning and Arrival Windows are not compatible. Open capacity is dependent on business hours and non-overlapping timeslots, and cannot be calculated based on arrival windows.
Enable this feature outside of your business hours so you have time to complete the required setup while your CSRs are not booking jobs. When Capacity Planning is turned on, all new jobs that are booked, or existing jobs that are rescheduled, will require setting an arrival window.
If this feature is enabled and then disabled, you will not be able to see the arrival windows that were already given to homeowners, not even on the job audit trail.
Because it changes your job booking process, jobs, and customer notifications, it’s a good idea to use your existing process along with Arrival Windows until you are confident that this feature meets your business needs. When you are certain Arrival Windows is for you, make sure to try it out in your Next environment first and train your CSRs on it before enabling it.
Preset arrival windows cannot be set for more than one calendar day, as in they cannot go past midnight. To set an arrival window that crosses midnight, you will have to use a custom window for that individual job.
Unlike business hours, arrival windows can overlap one another.
The configuration selection defaults to Start time of Arrival Window. If you want a different configuration for the default job start time, choose a different option.
Turn on arrival windows
To turn on arrival windows for your CSRs to use during job booking:
Go to the top toolbar and click Settings
.In the side panel, go to Operations > Job Booking.
On the Job Booking settings screen that opens, select Arrival Windows to turn on the feature for your CSRs.
When finished, scroll to the bottom of the screen and click Save to save your changes.
Add a preset arrival window
Note: If you don't select any business units for an arrival window, then that arrival window can be used for jobs booked in all business units.
Adding your most commonly used arrival windows as preset arrival windows expedites the call booking process for your CSRs. You can also use preset arrival windows to ensure that CSRs (and anyone else who might be booking a job) are creating arrival windows that are in line with your business practices:
Go to the top toolbar and click Settings
. In the side panel, go to Operations > Arrival Windows.
Click Add Arrival Window.
Choose the applicable business unit(s) for this arrival window.
Select start and end times. The arrival window duration will automatically update.
When finished, click Save.
Edit or remove a preset arrival window
Note: Editing or removing an arrival window won't change the arrival window for jobs that have already been booked using that arrival window. Instead, the arrival window on those jobs automatically convert into custom windows.
Go to the top toolbar and click Settings
. In the side panel, go to Operations > Arrival Windows.
Click Edit
next to the arrival window you want to change or remove.If you are editing the arrival window, make your changes and then click Save.
To remove it, click Deactivate and then OK to confirm. Click Show inactive to view all deactivated arrival windows; you can always reactivate it if you need it again.
Tip: If you try to edit an arrival window and see a message stating you need the Edit arrival window permission, ask your office administrator to do the following:
Turn on arrival windows in Settings
Enable the Edit arrival window permission in your profile.
Customize how arrival windows affect default start times
Control how arrival windows change default start times for jobs:
Go to the top toolbar and click Settings
. In the side panel, click Operations > Arrival Windows.
From the dropdown, select the right configuration for your business:
Start time of Arrival Window: Select this if you want for job start times to be the start time of the arrival window.
End time of Arrival Window: Select this if you want for job start times to be the end time of the arrival window.
Note: The configuration selection defaults to Start time of Arrival Window.
When finished, click Save Configuration.