Navigating the Screen
1. Map
When the page first loads, you will see unrouted pins on the map that correspond with each appointment scheduled for that day. The appointment pins are labeled depending on the appointment time. Once the jobs have been routed, their corresponding pins will disappear(You can use the filters on the left hand side or select routes on the right hand side to show/hide routed jobs).
- Morning appointments have a pink label.
- Mid-Day appointments have a purple label.
- Afternoon appointments have a gold label.
- Any Time appointments have a blue label.
- After 4pm appointments have a green label.
- If you have scheduled the appointment for a specific time instead of a window, the time will appear on the label.
- Completed jobs show on the map as transparent pins with green labels.
- Hovering the mouse over the pin will create a hover box that contains the customer name, Morning Reminders, Dispatch Notes, Department, Assigned Arrival Window and tags.
Recurring Appointment pins will show up in the shape of Diamonds.
If you click on an icon, it will open up job information and some action buttons. See below.
For Non-Completed Bookings:
- Contact Information
- Service Address
- Requested Time Window. This is the Time Window requested by the Customer from this section of the Client Screen.
- Order Details
- Tags. These are the tags that are attached to the booking.
- Departments. These are the departments that the booking belong to.
- Update Notes
- Edit Booking. This opens the Edit Booking Screen for the booking you are viewing.
- View Client. This opens the Client Screen for the client you are viewing.
- Close Out Booking. This opens the Technician App for the booking. You will be able to close out the booking from this screen.
- Close this window.
For Completed Bookings:
The Information icon will populate the customers information on the left side of the screen.
- Contact Information
- Service Address
- Requested Time Window. This is the Time Window requested by the Customer from this section of the Client Screen.
- Order Details
- Tags. These are the tags that are attached to the booking.
- Departments. These are the departments that the booking belong to.
- View Invoice
- View Client. This opens the Client Screen for the client you are viewing.
- Work Completed. This opens the Technician App for the closed invoice. Depending on your permissions, you may or may not be able to make changes to the work.
- Close this window.
2. Filters
The filters give you the ability to control which bookings and routes are visible on the map view or card view based on the following criterion categories.
For a booking to be visible, all the selected criteria in the Categories, Tags, Products, and Techs groups must be true of that booking. In addition, it must belong to at least one of the selected Departments to be visible (a booking belongs to a department if it has a product or service on it that is associated with that department). Additional filters are available in the Status section.
1.1. Status
- Hide Completed Jobs. Checking this box will hide completed jobs from the map.
- Same Zone As Selected Booking. This checkbox will make it so only routes that contain jobs in the same zone as the selected job will be visible. it will also make it so only jobs of the same zone as the selected booking will be visible. To select a job, click on it in either the map view or the card veiw.
- Show Un-Routed. If the booking is un-routed, then the "Show Un-Routed" filter must be active for it to be visible.
- Show All Routed. This checkbox will select or de-select all routes and will, therefore, hide or show routed jobs.
- Search Routes. Entering routes here will select the route. Bookings are visible if the route they are routed on is selected and they meet the other selected criteria.
1.2. Depts
The department filter filters bookings based on which department they belong to.
When selecting departments from the drop-down, they will be marked with a star if there is at least one booking (revenue or non-revenue) for that day in that department. A booking belongs to a department if it has present on it at least one product that is associated with that department.
While most filters require that every selected condition must be met, selecting multiple departments will filter jobs by only showing jobs that have at least one product from at least one of the departments selected. In other words, a booking must belong to one or more of the selected departments, but it does not need to belong to every selected department.
1.3. Categories
The categories allow you to filter the shown bookings based on the categories of the products and services present on the booking.
Selecting a category adds the condition that, for a booking to be visible, it must have on it products and services such that at least one product is associated with each of the selected categories.
A product's category can be changed in Admin → Products & Services.
1.4. Tags
The tags allow you to filter the shown bookings based on the tags that are present on the booking.
Selecting a tag adds the condition that, for a booking to be visible, it must have on it every selected tag, in addition to the other selected filters present.
1.5. Products
The products allow you to filter the shown bookings based on the products that are present on the booking or on the final invoice.
Selecting a product adds the condition that, for a booking to be visible, it must have on it (or have on the final invoice) every selected product, in addition to the other selected filters present.
Products are bolded and starred, like in the image below, if they have a preferred technician.
Selecting a product that has a preferred technician will automatically select also the preferred technicians for that product.
1.6. Techs
The preferred technicians allow you to filter the shown bookings based on the products that are present on the booking or on the final invoice. Bookings will only be shown if they contain at least one product or service for which there is a selected technician(s) that is the preferred technician.
This section will also filter the visible routes and show only those routes that have at least one technician from this list assigned to it.
Note: This filter is being re-considered for change. If you have other ideas for how you want this filter to behave, please let contact Headquarters with your suggestions.
3. Date Selection
3.1. Date
This view only shows bookings from the selected date. To change the selected date, use the calendar.
- Click the Calendar button.
- Select a date from the drop-down calendar.
- To return to Today's Date, select the white and blue arrow button.
4. Card View (Schedule Overview)
The Schedule Card View will give you a visual layout of your day.
The tabs at the top will allow you to filter out specific jobs by time frames and also by unrouted jobs. When a tab is selected, the jobs that are applicable to that filter are listed underneath.
The workbench is used as a temporary holding place in case you need to move a job to a route that is not currently in view (and, therefore, cannot have jobs moved to it until it is visible).
From this overview, you can click and drag jobs around the schedule.
4.1. Sort Routes by Time of Day
- All Unrouted Jobs. When this button is selected, the Unrouted Jobs bucket (number 4 below) will show all of the unrouted jobs for the day you are viewing.
- When any of these buttons are selected (Any Time, Morning, Afternoon, After 4 PM, or Specific Time), only routes that have the time window of the button you selected will appear in the Unrouted Jobs bucket (number 4 below).
- Work Bench
- Unrouted Jobs appear in this area of the screen.
Work Bench
The Work Bench allows you to move appointments between routes which are not both visible at the same time.
- Click the Work Bench.
- Drag the appointment into the Work Bench.
Scroll until the route you want to place the job on is visible.
3. Drag the job from the Work Bench to the route you want.
4.2. Adjust Window Size
- Reset. This resets the Window Size to the default.
- Plus. This increases the size of the unrouted jobs section of the page.
- Minus. This decreases the size of the unrouted jobs section of the page.
- Full Screen. This button enlarges the card view to fill the full screen.
4.3. Route Jobs or Change Job Time
Unrouted jobs appear here.
To route a job,
- drag it from the Unrouted Jobs Bucket to one of the routes,
- or drag a job between routes.
- to change the time of a routed job, but leave it on the same route, drag the appointment onto the route it is already on.
Select a time for the appointment by either
- clicking the arrows or
- typing the time into the fields, and setting AM or PM.
- When you have finished setting the time for the appointment, click Move Appointment.
- The end time of the appointment.
4.4. Route Actions and Information
- View Route's Department(s)
- View Route's Daily Information
- Add or Remove Tags
- Assigned Technician. Technicians assigned to the Route will appear here.
- Daily Revenue. The Booked Revenue (the revenue on the original booking) will display on the left, and the Total Revenue (the revenue on the final invoice) will display on the right. The number on the right will continue to update throughout the day as the technician adds products to bookings on the route. Note that these amounts are different than what the amounts in the Zr Ware® reports of the same name.
- Route Color and Name: The Route color and name are displayed here.
- If you have a gap in your schedule that is 2 or more hours in length, it will show on the card view as a Gap. Gaps will also show at the beginning and ending of the day if the gap is 2 hours or longer. In order for the beginning and ending gaps to show correctly, you will need to go to Admin>Routes>Route Details and set the start and end time for each route.
4.4.1. View Route's Department(s).
Hovering your mouse over the Departments Icon will display the Department(s) the Route belongs to.
4.4.2. View Route's Daily Information
Selecting the information icon by the route name will bring up the Daily Information for the Route.
The information screen will show you all the information for the jobs on that route including Special Notes, Tags, Previous Technicians and Service Date.
- Click the "View Route Logs" button to view route logs for that day. This allows you to see who assigned or unassigned technicians for this day and when. It also allows you to see who assigned drivers and vehicles to this route if your location uses fleet tracking.
4.4.3. Add or Remove Tags
- If the route has no tags already, a Plus sign will appear. Otherwise a tag symbol will appear.
- If a Tag Symbol appears, you may hover your mouse over it to view the tags.
Click the Plus or the Tag.
- Begin typing the name of the tag you want to add.
- Select the tag from the list that appears, or use the arrow keys and enter on the keyboard to highlight and select a tag.
To remove a tag, simply click the x on the tag you want to remove.
4.5. Job Cards on the Card View
-
Sent Confirmation Texts
- If there is a checked box icon next to it, that means this customer is opted into marketing texts.
- Tags
- Confirmation Status
- Actions. This opens the Actions panel.
- Client Name, Job's Department(s), and Actual Appointment Time and Length. If the appointment time has a * at the end, that means it was set to not take up any arrival windows.
- ETA. This displays the ETA and an x to mark the ETA as notified. It will appear red until notified. After it has been marked as notified, the text will turn black. You can reset it back to black in the actions drop down.(See number 4)
Booked Revenue for the Job - (Arrow in screenshot points incorrectly. This is for the dollar value field.) The value of the booking BEFORE any upsells. Basically, it shows what the original booking was valued at when it was created. (If your base is utilizing the feature to credit 100% Upsell for Residential/Commercial Estimates, this field will show $0 when an estimate is converted to a real booking.)
- (The arrow for this in the screenshot points incorrectly. This is for the blue field.) Customers requested Appointment Time Window (This corresponds to the Window option on the Booking Screen by the Calendar). This is here so dispatch knows what time slot the customer asked for. It is not the actual time slot used on the booking. See number 5 for the actual time slot.
- Zone Name and Color
- City and Zip Code. The city and zip code will display if you hover the mouse of the job.
- Online. This tag will display if the booking was booked using the Advanced Online Scheduler.
- Non-revenue type. This displays to indicate the type of non-revenue appointment it is, if applicable.
- The top number is the original booked amount. The bottom number is the original booked amount + or - the positive or negative add on. The bottom number and the arrows are there to help dispatch know if the length of the job time may need to change.
- Green up arrow means the amount has gone up and so the time may take longer.
- Red down arrow means the amount of the job has gone down.
Note: The Appointment Time Window shown below is not the same as the Arrival Time Window, which is set when the appointment time is set.
4.5.1. Sent Confirmation Texts
Clicking the Bell Icon will open the Sent Confirmation Texts window.
The information in this window is identical to that which is displayed in Dashboard → Texts except that, in this window, the information pertains only to the job being viewed.
The meaning of the color of the bell is explained here.
4.5.2. Tags
Hovering your mouse over the tags icon will display tags that are associated with that job.
4.5.3. Confirmation Status
4.6. Route Closures/Pending Reservations
Closure blocks are created by admins in Admin > Routes to show that a route should be closed during a certain time.
Pending Reservations are created when a CSR clicks on an Arrival Window from the Booking Screen(Intelligent Booker) or a customer clicks on an Arrival Window from the Online Booker. The pending booking will disappear if the CSR or customer choose a different Arrival Window or if the time limit runs out. The time limit is normally the expiration time or 15 minutes for online bookings.
Things to be aware of:
- If a customer is on the online booker's last page and updates the qty of line items in a way that the pending booking no longer fits, when the customer clicks the schedule booking button, the system will look for another route with that same arrival window that can service that zone. If the system finds an available arrival window, it will place it on that route. If the system does not find another available arrival window, the system will let the customer know they need to choose a different day/time. This means it's possible that dispatch will see a pending booking disappear and a job show up on another route at the same time.
Avoid placing bookings on the schedule if they overlap the closure block or pending reservation.
5. View Schedule Overview, Route Multiple Bookings Simultaneously, Reset Map
5.1. Daily Overview
Use this button to get to the Daily Overview.
The Daily Overview shows you the appointments on each route in the order the jobs are scheduled. Use this feature to verify the detailed information for each job.
5.2. Route Multiple Jobs Simultaneously
The Route Simultaneously button will allow you to route a whole schedule at once.
5.3. Reset Map
Use the Map Re-Center button to move the map back to the original position and size.
The map will be reset to the default location.
6. Routes, Bookings, Tags, Info, and SMS Reminders
- Routes
- Bookings
- Tags
- Info
- SMS Reminders. This will only appear if your company has SMS messaging enabled. This can be done in Admin → Texting.
- Filtering Results
6.1. Routes
This view allows you to see the list of routes available for the day. Management will have pre-set the number of routes that are scheduled for each day. This requires administrative rights to modify.
The following information and actions are available for each route.
- Display Route's Jobs on Map and Route Name (in this case, the Route Name is Wasatch). Schedule names can be modified in the administrative settings.
- Assign Technician to Route
- Department Information
- Show Route Schedule
- Blink Route's Jobs
- Route Daily Information
- Total Revenue. The Total Revenue (the revenue on the final invoice) for all bookings on this route. This number will continue to update throughout the day as the technician adds products to bookings on the route.
- Booked Revenue. The Booked Revenue (the revenue on the original booking) for all bookings on this route. This is helpful as a quick reference to ensure the booked amounts are fairly even.
- Route Color. This is the color that is assigned to the route. Pins on the map that are assigned to the route appear in this color.
- Number of Confirmed Jobs out of Total Jobs. The number of confirmed jobs appears on the left. The number of total jobs appears on the right.
- Apply Default. This button allows you to apply the default route assignments (defined in Admin → Routes) to the day currently being viewed. Note that this will override any assignments on the current day that were already made.
The Booked Revenue and the Total Revenue here are different than the amounts in the Zr Ware® reports of the same names.
6.1.1. Display Route's Jobs on Map
- Place a checkmark in the box next to the schedule(s) name(s).
- The Route's jobs will now appear on the map. The normally white pin will turn the color of the route selected.
- Wasatch Jobs
- UT South 1 Jobs
You may select multiple routes to display at once.
6.1.2. Assign Technician to Route
Under the schedule you will see the name of the technician that has been assigned to that route.
6.1.3. Department Information
Hover your mouse over the department information symbol to view which departments the route belongs to. In this case, the route belongs to the Residential Department.
6.1.4. Schedule the Route
Click on the calendar to bring up the specific schedule for that route.
You will see the order, timeframe and the estimated booking amount for the job. The lock on the right side means that the appointments have not been confirmed.
- Change appointment time
- Change appointment length
- Customer Name
- Appointment Start and End Time: If the appointment time has a * at the end, that means it was set to not take up any arrival windows.
- Estimate. This is the estimated revenue of the job.
- Depts. This is the department(s) the job belongs to.
- Confirmation Status. This shows you the status of the confirmation. See this article for setting the confirmation status.
- SMS Reminders. This button shows information on SMS reminders that have been sent in connection with this booking. The information displayed in the table is like the one in Dashboard → Texts, but it pertains only to this booking. The meaning of the color of the bell is explained here.
- Closure Blocks/Pending Reservations
6.1.4.1. Change Appointment Time
To change the appointment time, click and drag one of the appointments up or down until the top of the appointment lines up with the desired time.
In the case shown below, the appointment will change from 8:00 am to 6:00 am.
6.1.4.2. Change Appointment Length
To change the appointment length, move your mouse over the small white bars that are located at the bottom of the job. Your mouse will change to an arrow icon.
Drag your mouse up or down until the end time of the job is at the correct time.
The job will be updated to the time you set.
6.1.5. Blink Route's Jobs
After clicking on the Van Icon, the pins for that specific route will flash on the map showing you exactly where that route is located.
6.1.6. Route Daily Information
Note: This heading is a placeholder to keep numbering consistent. The actual article is located here.
6.1.9 Route Closures/Pending Reservations
Closure blocks are created by admins to show that the route should be closed at that time.
Pending Reservations are created when using the Intelligent Booking feature. They will usually be replaced with actual bookings.
Avoid placing bookings on the schedule if they overlap the closure block or pending reservation.
6.2. Bookings
The second tab on the route panel is the Appointments Tab. This panel provides a quick overview of the appointment data.
Each window has information and several actions for the job it represents.
- SMS Reminders. This button shows information on SMS reminders that have been sent in connection with this booking. The information displayed in the table is like the one in Dashboard → Texts, but it pertains only to this booking. The meaning of the color of the bell is explained here.
- Set or View Confirmation Status.
- View Special Notes and Address. The Notes icon will allow you to see the notes for this customer.
- Job Information and Actions.
- Listen360 Rating.
- Technician Name. This is the name of the technician that has been assigned to the customer.
- View this Job's Route. This lists the schedule that the job has been placed on.
- This is the booking amount for the job.
6.2.1. SMS Reminders
6.2.2. Set or View Confirmation Status
6.2.3. View Special Notes and Address
Clicking this button will show Special Notes.
- Special Notes. Morning Reminders that have been saved to the job appear here.
- The service address for the job appears here.
6.2.4. Job Information and Actions
This heading is here to keep numbering consistent.
This section's content is located here.
6.2.5. Listen360 Rating
6.2.6. Job's Technician
This is the name of the Primary Technician Assigned to the Job.
If no Technician's are assigned, this symbol will appear along with the text, "No technicians".
If multiple technicians are assigned to the job, All of the technicians names will appear here.
6.2.7. View this Job's Route
Selecting the Route's name will open the Route Schedule to the side. Go here for more information on the schedule view.
6.3. Tags
The tags section displays a list of all tags present on all bookings that are scheduled on the day being viewed.
- The text displayed on the left is the name of the tag.
- The number displayed on the right is the number of bookings scheduled for the day being viewed that are tagged with this tag.
- Checking one of the checkboxes will add the tag to the list of filters. See the filters section of this article for more details.
6.4. Info
The fifth tab on the route panel is the Daily Capacity. This provides a quick analysis of the day as well as shows you how many Non-Revenue and Morning appointments are scheduled for that day.
If your franchise uses the ETA feature, this is where the ETA's will appear.
6.4.1. ETA's
ETAs are the "Estimated Time of Arrival" that Technicians can give while they are working on an appointment or after they finish one and are about to drive to the next.
- If there are any pending ETA's, the Info bar will flash until they are resolved.
- This is the header that marks the beginning of the ETA's section. ETA's will follow until the next Department Heading.
- Client Name.
- The start time of the appointment of which the Technician is present.
- The phone number of the Client. If the phone number has SMS messaging enabled, a bell icon will appear next to it. Otherwise, no bell icon will appear.
- The name of the Technician.
- The name of the Route that the Technician is assigned to.
- Click this button to close the ETA.
- Send ETA via Text to customer. This button will manually send the ETA to the customer via text message. These may be sent automatically when the technician sets the ETA, depending on your company's settings. If they are sent automatically, you will not normally need to send them again because the customer would get multiple texts. Sending a text manually by clicking the button, it will not clear out the ETA window, so it is possible to send ETAs more than once. These will appear in the reports in Dashboard → Texts.
- The Estimated Time given by the Technician.
6.5. SMS Reminders
- Send Confirmation/Reminder Texts. Check to make sure that every route is scheduled and finalized. Once all routes have been finalized, check the "All Routes Finalized" button. Then click the "Send Confirmation/Reminder Texts" button. This will send a confirmation text to every SMS-enabled phone number for the service contact for all unconfirmed jobs on the day you are viewing. Or, if the job has been confirmed, this will send an appointment reminder text to any confirmed jobs that have not already received a text message today(Only if Appointment Reminder text is set up in Admin > Message Center. If this is not set up, you'll see an error message stating why Appointment Reminder texts didn't go out). Confirmed jobs have a green lock icon on them.
- View Sent Confirmation Texts. This will show a summary of sent text messages, whose appointment date is the current day being viewed. The report's format is similar to Dashboard → Texts.
6.5.1. Determine Missing Arrival Windows
It may take several minutes to set arrival windows, depending on how many bookings there are on the day. After Arrival Windows are set, a new button appears that says, "View Set Arrival Windows Rseults".
Clicking on it will open a report. If the "Determine Missing Arrival Windows" button is still visible, then some of the bookings were not able to be placed on an arrival window.
- It is likely that most jobs were successfully placed on an arrival window.
- If a job cannot be placed in an arrival window, the report will give the reason why in the Reason column.
If you change days or leave the page, the report won't be available anymore! Be sure to take a screenshot of it if you want to keep the results.
6.6. Filtering Results
You can use the filter to search for specifics within the section you are searching.
- You can search by entering text into the field that says Filter.
- In Routes, you can search for Routes.
- In Bookings, you can search for the name of a Client.
- In Capacities, the Filter does not restrict results.
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