User Manual
Dispatcher Operations Guide
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The Dispatcher Portal is the operational nerve centre of the Auto Glass platform. Dispatchers manage the real-time assignment of jobs to technicians, monitor live progress, handle exceptions, and communicate with both technicians and customers.
Dispatcher Access: Dispatchers can view and manage all bookings in their assigned branch(es). Cross-branch job transfers require Admin approval.
Daily Dispatcher Workflow
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Dispatch Dashboard Overview
| Panel | What It Shows | Key Action |
|---|---|---|
| Live Map | Real-time GPS pins for all active technicians; color-coded by status (green = available, amber = en route, red = in progress) | Click a tech pin to view their active job and ETA |
| Job Board | Kanban columns: Unassigned → Assigned → En Route → In Progress → Completed | Drag job cards between columns for manual status override |
| Alert Feed | Real-time feed of system alerts: tech running 20+ min late, parts mismatch, calibration failure escalations | Click alert to open job details and take action |
| Tech Roster | Today's available techs: scheduled hours, current job, remaining capacity | Click tech row to assign manual job or send direct message |
Assigning Jobs
Auto-Assign (Recommended)
- Select an unassigned job from the Job Board
- Click "Auto-Assign" — the Dispatch Engine scores all available technicians by proximity, utilization, and rating
- Review the suggested technician and confirm, or click "Show Other Options" to override
- Tech receives push notification + SMS with job details and route
Manual Assignment (Map Drag)
- On the Live Map, locate an available technician in the job's ZIP area
- Drag the job card from the Job Board and drop it onto the technician's map pin
- A confirmation modal shows estimated drive time and current job load
- Confirm to assign; tech notified immediately
Handling Job Exceptions
| Exception | Dispatcher Action | Customer Communication |
|---|---|---|
| Technician running > 20 min late | System auto-alerts dispatcher; click "Notify Customer" to send updated ETA SMS | Automated SMS with new ETA sent from platform |
| Technician calls in sick | Open tech's scheduled jobs → "Reassign All" → confirm → Dispatch Engine re-assigns all jobs | System sends customer "We've updated your technician" SMS automatically |
| Customer not home at appointment | Tech marks "Customer Not Present" in app; dispatcher calls customer → reschedule or cancel | Dispatcher calls directly; system flags booking as "Attempted" |
| Wrong part on van | Open job → "Parts Issue" flag → contact branch for courier delivery ETA → update customer via SMS portal | Click "SMS Customer" in job detail → select "Parts Delay" template → customize and send |
| Inclement weather reschedule | Navigate to Bookings → Filter: Today → "Bulk Reschedule" → select affected ZIPs → choose new dates | Bulk SMS sent automatically to all affected customers with new slot options |
Reschedule & Cancellation
- Open the booking from Job Board or search by confirmation code (e.g.
AG-7731) - Click "Reschedule" → select new date/time from availability calendar
- System checks technician and inventory availability for new slot automatically
- Confirm reschedule → customer receives SMS + email with updated details
- To cancel: click "Cancel Booking" → select reason → system calculates refund per policy → confirm
- Refunds > $200 require Admin approval before processing
End-of-Day Checklist
- Verify all jobs in "In Progress" column are actually complete — call tech if status not updated
- Check Alert Feed for any unresolved calibration failures or parts issues
- Review "Tomorrow's Jobs" tab — flag any jobs with no technician assigned or parts not reserved
- Submit daily handoff note in Dispatcher Log (Settings → Shift Log → "+ New Entry")