Dispatch

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Overview

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Live Dispatch Board

• Technicians appear on a 24-hour timeline with filters for CSR pods, teams, or business units, plus an always-on unassigned tray for quick drag-and-drop placement.
• Auto-assign runs directly inside the board: queue multiple drafts, review the risk score, and publish the batch to ServiceTitan in one motion.
• Drafts remain visible until the team approves them, and audit-friendly summaries show who moved what and when.
• Eligibility overlays answer “why” for every recommendation, exposing callback history, availability, and performance data so dispatchers can make confident decisions.
• Optimization history is logged, so leaders can replay the last suggestion set, inspect the priority order, or explain why a job was routed to a specific tech.

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Automation & Prioritization Engine

• Eligibility rules enforce shift windows, zones, restrictive tags, skill requirements, and business-unit guardrails before a tech is even considered.
• Callback detection automatically routes return visits to the prior technician when the job type or tag matches, preserving continuity for sensitive visits.
• Auto-assign and optimization tools evaluate drive time, preferred arrival windows, skill tiers, and workload balance—so CSRs can accept a recommendation instead of doing the math manually.
• “Hot hand” scoring surfaces recent revenue and job counts inside the modal, letting dispatchers favor technicians who are currently outperforming.

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Technician Intelligence & Controls

• Performance pages display blended 365-day baselines plus configurable 30/14-day “hot hand” windows per job type, so it’s easy to see who should take the next premium call.
• Skill tiering lets admins define custom tiers, map ServiceTitan skills into each band, and enable or disable the tiered routing with a single switch.
• Batting order rankings determine the next-up priority inside a skill group, and drag-and-drop tooling keeps the order aligned with real-world feedback.
• Technician settings expose per-tech toggles: include/exclude from auto-assignment, pin special-purpose tags, limit eligible job types, and bulk-manage pods in seconds.
• Backup business-unit rules roll out globally, ensuring every CSR team inherits the same fallback routing without editing individual tech profiles.

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Capacity Planning & Call Board

• The call board aggregates every capacity category, hydration goal, and weather forecast into a single view so leaders can plan the week ahead at a glance.
• Daily goals recalc automatically based on jobs scheduled, drop-off rates, and manual adjustments, giving a live read on how far each trade is from its target.
• CSRs can open a side panel to inspect the jobs contributing to a goal, see business-unit or job-type breakdowns, and jump straight into ServiceTitan for details.
• A one-click TV link generator produces secure URLs for wallboards, so the floor always knows how each category is pacing without logging in.

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ETA & Messaging Automation

• The ETA workspace controls every trigger (arrival window starts, technician en route, job completed) with offsets, fixed send times, inclusion rules, and tag-based suppressions.
• Ops leaders can manually trigger outstanding ETAs during incidents, audit the send queue, or test new templates before rolling them out.

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Configuration Surfaces

• Dispatch admins can backfill technician performance history, calculate zone-to-zone drive time matrices, or open dedicated managers for job-type priority, tag tiers, callback detection, dummy-tech workflows, and flexible scheduling.
• Business-unit enforcement, skill matching, and eligibility toggles cascade directly into the live board, so changes in the admin console take effect the next time CSRs open Dispatch.

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Data Inputs & Requirements

• Dispatch syncs ServiceTitan appointments, jobs, assignments, technicians, shifts, tags, business units, and weather-aware metadata to power every visualization.
• Eligibility and scheduling decisions are made with tenant-scoped ServiceTitan credentials, respecting each team’s API scopes and rate limits.
• Technician performance rankings are computed from the same ServiceTitan jobs, estimates, and invoices the finance team uses, so revenue and booking decisions stay aligned.