Dispatcher Workspace
Summarize
Summary of Dispatcher Workspace
Dispatcher Workspace is a centralized, configurable platform designed to help dispatchers efficiently manage field service teams and improve customer experience. It enables proactive identification of potential issues, streamlines scheduling, and maximizes operational efficiency for both field technicians and customers.
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This workspace provides dispatchers and managers with a comprehensive view of tasks, team locations, and statuses, allowing them to assign and monitor work effectively. The interface supports personalized layouts with custom filters, advanced search, and sortable task and agent cards to display relevant information.
Key Features
- Single Workspace: View all relevant information—including unassigned tasks, technician schedules, and maps—in one configurable screen to simplify workload management.
- Automated Work Assignment: Utilize dynamic scheduling to automatically assign work orders based on technician skills, parts availability, distance, access hours, and recommendations, which improves resource utilization and scheduling accuracy.
- Route Optimization: Reduce travel time and costs by visualizing and optimizing routes for multiple technicians simultaneously, enhancing productivity and efficiency.
- Intelligent Task Recommendations: Improve technician utilization by receiving smart recommendations for task assignments.
- Multiple Time Zones: Manage agents across different time zones by stacking time zones for quick visibility without switching views.
- Assignment Assistance: Quickly sort and identify the best agents for task assignments based on customizable criteria such as proximity, availability, and skills.
- Drag-and-Drop Scheduling: Assign tasks via drag-and-drop onto technicians’ available times, considering proximity and specific skill requirements.
- Advanced Filters: Fine-tune searches to filter agents, contractors, crews, or equipment for precise resource management.
- Add Agents: Dispatchers can add agents from their managed territories or assignment groups to Dispatcher Workspace for immediate task assignment flexibility.
Practical Benefits for ServiceNow Customers
- Enables dispatchers to streamline field service operations while maintaining high service levels.
- Improves scheduling accuracy and technician utilization through automation and intelligent recommendations.
- Enhances customer satisfaction by proactively forecasting and addressing potential service issues.
- Simplifies management of geographically dispersed teams with multi-time zone support and route optimization.
- Provides a flexible and customizable interface to tailor dispatch workflows to organizational needs.
Dispatchers can efficiently manage field teams and customer experience to achieve positive outcome for your organization through Dispatcher Workspace. Forecast potential problem areas before they arise and maximize operational efficiency for both field teams and customers.
Watch this short video to see how dispatchers use Dispatcher Workspace.
The Dispatcher Workspace is the main working space for dispatchers, bringing speed and efficiency to field service scheduling. It provides dispatchers and managers with a complete view of tasks, teams, locations, and status. Dispatcher Workspace has a configurable layout so dispatchers can create a personalized display with custom filters, advanced search, and sort options. Task and agent cards can be customized to display relevant information.
Key features
- Single workspace
- See everything in one configurable screen, from unassigned tasks to technician schedules and maps. For more information, see Customize Dispatcher Workspace and Dispatcher dashboard.
- Automated work assignment
- Schedule work orders based on technician skills, parts, distance, recommendations, and access hours.
- Utilize dynamic scheduling to automatically assign work orders based on various factors, including skills, availability, and distance. For more information, see Dynamic scheduling.
- Streamline work assignments for crews by automating the scheduling process. For more information, see Field Service Crew Operations.
- Route optimization
- Reduce travel time and costs by visualizing and improving multiple technician routes simultaneously.
- Intelligent task recommendations
- Improve agent utilization through intelligent task recommendations. For more information, see Intelligent Task Recommendation.
- Multiple time zones
- Add multiple time zones to Dispatcher Workspace and quickly see where agents are located. This includes stacking time zones one on top of the other so the dispatcher doesn't have to show only one time zone at a time.
- Assignment assistance
- Quickly sort a list of the best agents to assign a work order task based on the criteria that you choose from.
- Drag work assignments based on proximity, availability, and skills
- Enable dispatchers to drag-and-drop work assignment so they can assign tasks to technicians based on proximity, availability, and the specific skills required. Dispatchers can see an overview of what times are
available for technicians and the current distance from tasks. Dispatchers can then drag unassigned work onto available times for technicians.
Dispatchers can efficiently route work to technicians and monitor their performance. Route optimization determines the optimal route for them to service multiple locations.
- Advanced filters
- Advanced filters allow dispatchers to fine-tune their filtering of agents, contractors, crews, or equipment and find exactly what they're looking for.
- Add agents
- Dispatchers can add any agent that is part of a territory or assignment group they manage to Dispatcher Workspace. This allows dispatchers to quickly assign tasks on demand.