To setup/update the workforce section click edit on the add my workforce slot in the account details card.
The first section to setup/update is the office location. To add the names and addresses of the offices that your business operates out of click on the Add icon.
Input the office location details, contact details, and dispatch options. Then click save at the boom of the page.
The next section to setup/update is the groups section. To setup/update click on the add icon on the bottom of the groups section.
The group setup helps further define the type of work your business does. Input the group name, key (identifier), and select the office it is tied to. Then select the warranty types, services, and location types for the group. Select the industry that this groups attributes apply to and save at the bottom of the page. Proper group skills configuration is essential for ensuring eligibility for relevant work assignments. Incorrect or incomplete group skills settings can prevent your business from receiving appropriate job assignments.
Next to setup/update is your technicians info and their capacity for work. To add the techs that work for your business click on the add icon at the bottom of the technician section.
Input your techs name, key (identifier), group, mobile number (optional), and email (optional). To adjust your techs capacity for the week hove over the day of the week you want to adjust. Click on the arrows within each day to adjust how many work orders the technician is able to do for that day and time band. Click save at the bottom. Adequate technician capacity settings are crucial for ensuring that your team can handle the expected workload. Insufficient capacity settings may limit the number of dispatches assigned to your technicians.
The next section to setup/update is the areas section. To add/remove the areas that your business services click the add button at the bottom of the section.
Input the area name and key (identifier). Select the office location, country, and groups the area will be associated with.
Next input a zip code, city, county, or state. Select a range in miles for the radius then click search. The system will provide a list of all zip codes that fall within the radius provided. Select the zip codes you want to cover then click save.
Troubleshooting Common Issues
If you are not receiving calls or work assignments, it may be due to configuration issues. Below are some common reasons and steps to resolve them:
Common Reasons for Not Receiving Calls
Group Skills Configuration: Your group skills may not be properly set up, which can prevent you from being eligible for relevant work assignments.
Technician Capacity Settings: Limited or low daily capacity settings can restrict the number of dispatches assigned to you.
Steps to Check and Update Group Skills
Navigate to the groups section.
Select the default group.
Edit the group settings and choose the correct skill selections.
Save the changes to update your eligibility for work assignments.
Adjusting Technician Capacity Settings
Access your technician capacity settings.
Review the number of available dispatch slots for each day of the week.
Increase the capacity to allow more jobs to be routed to your team.
Save the changes to ensure the system updates your availability.
Additional Tips for Ensuring Call Assignments
Double-check all configuration settings to ensure they align with your work requirements.
Regularly review and update your settings to accommodate changes in workload or team structure.
Contact support if the issue persists after verifying your settings.
