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A day on the Dispatch Portal

The situation

Section titled “The situation”

An MSP has ScheduleSync and TravelSync turned on. A technician’s working day is 9:00 to 17:00, and both an office and a home address are known for them. Their Dispatch Portal for the day has one ticket, “Workstation is not booting” for Big Design, Inc., scheduled for 1:00 PM at the in-house location.

1. The ticket is finished early

Section titled “1. The ticket is finished early”

The technician picks the ticket up in the morning and finishes it by 11:25 AM. They enter their time on the ticket, from 10:46 to 11:34 AM, and tick Done with this scheduled event.

Because the schedule entry is now closed, ScheduleSync moves it straight away from 1:00 PM to 10:46-11:34 AM. Anyone looking at the Dispatch Portal sees the work where it happened, and the technician’s afternoon free.

The ScheduleSync card's Before and After pictures: a Big Design, Inc. ticket scheduled at 1pm, then shown at 11am once completed.

2. An on-site visit is booked

Section titled “2. An on-site visit is booked”

A dispatcher then books the technician at Big Design, Inc. from 1:00 to 2:00 PM, at the on-site location.

TravelSync replans the technician’s day. They will set out from the office, which they reach before lunch, so it adds:

  • Travel To, ending at 1:00 PM, described “To Big Design, Inc.”, “From Office”, with the drive time and distance;
  • Travel From, starting at 2:00 PM, because nothing else is booked within 90 minutes after the visit.
The TravelSync card's Before and After pictures: a Big Design, Inc. on-site appointment at 1pm, then the same appointment with a Travel To entry before it and a Travel From entry after it.

3. The visit moves

Section titled “3. The visit moves”

The client asks for 3:00 PM instead. The dispatcher drags the visit. TravelSync replans the day again and moves both travel entries with it. If the dispatcher had deleted the visit, the travel entries would have been deleted too.

4. The visit is worked

Section titled “4. The visit is worked”

The technician enters time for the visit from 3:10 to 4:20 PM and closes the schedule entry. ScheduleSync moves the visit’s schedule entry to 3:10-4:20 PM. Time they enter with a travel work type is matched to the Travel To or Travel From entry the same way.

At the end of the day, the Dispatch Portal shows what actually happened: the morning’s ticket, the drive, the visit and the drive back.