> ## Documentation Index
> Fetch the complete documentation index at: https://docs.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Dispatch

> Live dispatch board, assignment automation, and ETA controls powered by ServiceTitan data

## Overview

Dispatch brings every live schedule signal—unassigned jobs, tech availability, weather, and campaign commitments—into one workflow so CSRs can plan the board hours faster. The module marries a TV-ready call board with an interactive dispatch timeline, auto-assignment logic, ETA text automations, and technician performance data. Everything runs on the same ServiceTitan data the ops team already trusts, so assignments, memos, and tags stay perfectly in sync.

## 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.

## 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.

## 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.

## 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.

## 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.

## 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.

## 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.

Together, these modules let Avoca-run dispatch centers operate from a single pane of glass: forecast the board, auto-fill the day, fine-tune assignments, fire ETA messages, and audit technician performance without jumping between ServiceTitan tabs.