Empower you Dispatcher using Skills & Certifications
Empower your dispatcher and service team be more effective by using the Skills & Certifications view on the Dispatch screen. By completing the Skills tab on the member page and utilizing building Skills & Certifications views on the Dispatch Portal, your dispatcher will be able to identify technicians with the relevant training to resolve the issue at hand getting tickets resolved quicker and with less touches; good for you and your clients.
Using Skills & Certifications views adjusts the team members available on the Dispatch Portal to show only those whose skills settings match the Skills & Certification view parameters. Selecting a view narrows the available team members to those whose qualifications and training match the needs of the ticket. From a single screen, your dispatcher will be able to identify the technicians most able to address the problem and see their calendar availability on a single screen. and assign tickets with a simple drag & drop.
Start by setting you Skills and Skills Categories in the setup table. These can be accessed by navigating to System > Setup Tables > Skills.
As new members join your team, complete the Skills tab on the member page. You can select, the skill, years’ experience and classify their scope of knowledge – Beginner – Intermediate – Advanced – Expert.
Once this information has been entered for your service staff, Skills & Certifications views are created on the Dispatch Portal. From the Team & Skills Certifications drop down, select Create/Modify Skills & Certifications.
Your Skills and Certification view can be simple and be based on having a skill or be more complex, requiring a certain number of years’ experience or even a certificate. Views can be set to show members meet all the skills criteria in the view or show members met any of the skills criteria.
As new tickets are created and triages, the Dispatcher can choose a Skills & Certifications view to identify team members best able to troubleshoot the issue.
Utilizing the Skills & Certifications filter gives the individual in the Dispatch role more confident when assigning tickets, keeps your technicians focused in their areas of expertise, and gets tickets resolved and closed faster.
For more information on this and other ways to improve your service teams; effectiveness and efficiency to reach out to Visionary 360.