Using Dispatcher Workspace

Dispatcher Workspace is a configurable scheduling application that enables you to efficiently route work to field service agents and monitor their performance.

The CSM/FSM Configurable Workspace contains the Dispatcher Dashboard and Dispatcher Workspace.

• The Dispatcher Dashboard is the home page and displays the real-time data of the operations and performance of field service agents across their assignments in your organization such as.
  • Statistics on critical pending dispatch tasks and SLAs breached.
  • Field service agents who are behind the schedule.
  • Instant visibility into the agents' presence status such as On site, Off shift, On Route etc.
  • Dispatch map with the visual indicators for location of the field service agents and work order tasks.
• The Dispatcher Workspace facilitates the following tasks:
  • Schedule and dispatch work order tasks.
  • Apply filters to manage task visibility.
  • Personalize task cards with customized information.
  • View schedules and availability of technicians.
  • Monitor performance metrics of technicians.
  • View the locations of tasks and agents on the dispatch map.

The following table provides an overview of the dispatcher's tasks in the Dispatcher Workspace.

Table 1. Dispatcher tasks

Task	Description
Customize information on task cards and agent cards	Customize the fields to appear on the task and agent cards in the Dispatcher Workspace.
Flag a work order task	Flag tasks that you want to work on at a later time.
Search work order tasks	Search the tasks in the Dispatcher Workspace task panel.
Manage work order tasks	Manage work order tasks from Dispatcher Workspace, Dispatch map, and Task map. Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task.
Managing agent calendar	Customer service agents and field service technicians can view and manage work schedules, assignments, and personal events in the agent calendar.
Viewing agents and tasks in the Dispatcher Workspace map	View tasks and agents in the field using geolocation data in the dispatch map.
Viewing an agent's calendar	View an agent's schedule, availability, personal events, and assigned or in-progress tasks
Viewing an agent's calendar	View SLA record for all the work order tasks that are associated with work orders that have SLAs.
Show and optimize the agent task route in Dispatcher Workspace	View an agent's scheduled task route on the dispatch map and optimizing task routes for efficient schedule and task management
Use Workforce Optimization for Field Service	View the agent's schedule and events from the Workforce Optimization for Field Service application and assign work order tasks accordingly.
Managing appointments	Manage customer appointments from work order task forms
Manage crew operations	Create and manage crews, assign crews to work order tasks, and adding ad hoc agents to a crew
Intelligent Task Recommendation	Improve agent utilization through intelligent task recommendations

Related concepts

• Configuring Dispatcher Workspace
• Dispatcher Workspace