When your enterprise sends a job/lead through Dispatch, changes in status result from action taken by the contractor/dealer.
Across field service enterprises, contractors, and systems, there are many different terms used to describe what and when services are delivered. In Dispatch, we use the terms Job and Appointment to capture these, and in order to create either, you must have a Customer.
In Dispatch, Technicians deliver service in the field, and they use the mobile app to update the status of Appointments and issue automated customer alerts. As a backup, Dispatchers have the ability to status Appointments as well.
As a Manage user, you're able to view all of the status updates provided.
For the most part, changing Job status results from actions being completed in the web application or mobile app.
Jobs can have the following statuses in Dispatch which have color-coded borders and headers:
When action is taken that updates status, the change is shown right away. The update is visible to your enterprise team in the Manage platform.
The color-coding is consistent across all platforms, so your network sees the same status that you do.
A new job that has been offered, which is waiting for a response (accept/decline) from the provider.
The provider's view of a new offer in the web application (work.dispatch.me) is shown below.
The job has been accepted but yet to be scheduled by adding an Appointment.
(Provider view below)
The job status of Scheduled indicates that an appointment has been scheduled for the job.
(Provider view, below)
Refers to whenever a job has an appointment that is either...
A. Enroute
This happens when the technician pushes the “On My Way” button in the mobile app. Sends a text message to the customer, along with the technician’s estimated arrival time. Updates the status of the appointment across your service provider’s system, so that technicians, dispatchers, and customers will all be in sync.
B. Started
This happens when the technician pushes the "Start Appointment" button in the mobile app.
It's important to mark a job as started once the tech has arrived at an appointment, for two reasons:
(Provider view, below)
This happens when the technician was unable to complete the appointment or need to complete the job at a later date or time. Some reasons for this include:
Many of our Enterprise accounts have custom Complete Reasons that mirror their needs and systems, such as Ready For Billing, Waiting For Parts, Requires Follow-Up Appointment, No Show, and others. Usually, there is one option that Completes the job, whereas the rest move it into a Paused status.
(Provider view below)
After an appointment, the technician marks the appointment as completed and selects the 'complete reason' or outcome of the appointment.
If the technician selects a complete reason such as "Repaired (job completed)" then job status will change to complete.
If the technicians selected a complete reason that indicates that another appointment is required such as "I ordered parts" then the job status will change to paused.
(Provider view below)
All of these status indicators will be visible in Manage, based on the actions taken by the provider.
You're able to view all of the activity details for a job/lead by clicking on the job.
