Feature Requirements
The work dispatch feature requires a minimum web version of 36.
Note: For mobile app details, please see Training Guide - Work Dispatch (Mobile).
Overview
The work dispatch feature is designed to streamline and automate the management of reactive work orders within Transcendent. By automatically dispatching work orders, prioritizing guest requests, tracking response times, and escalating unresolved issues, this feature not only enhances both operational efficiency and guest satisfaction, but it also ensures that critical issues are resolved quickly. With enhanced prioritization, accountability, and clear communication, teams can confidently focus on addressing the most important tasks efficiently and effectively.
Navigation
Work dispatch is accessed by expanding the Work section in the navigation menu. Under the Work Dispatch menu item, there are two options:
Work Dispatch List: Easily create, manage, and monitor open work tagged for work dispatch
Work Dispatch Configuration: Customize escalation rules, notifications, and queue views
Alarm Ingestion
By implementing the Alarm API, users will be able to receive notifications from 3rd party systems, such as Nalco/Ecolab, Optec, and AT&T, and create tickets in Transcendent. This will reduce the number of systems and interfaces engineers need to view and monitor, by integrating work from any connected system into a single queue. In tandem with the work dispatch system, work will be prioritized and escalated based on the rules defined by admins.
Work Dispatch Configuration
Work Dispatch Configuration enables admins to customize rules and notifications as well as queue views.
Queue: Edit and configure queue settings
Responders: Total number of responders in the queue
View Selector: Switch between saved queue views
Create New View: Create and save a new queue view
Add: Quickly create new event thresholds
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Grid Options:
Clear Filters: Clear any filters applied to the grid
Refresh Data: Update the grid to contain the most current data
Export: Export the grid in an Excel or CSV format
Column Chooser: Select columns to hide from view
Reset Grid State: Reset the grid to its original state
Edit Grid Configuration: Modify the grid’s configuration by modifying the grid’s JSON
Search Bar: Enter criteria by which to search the grid by
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Column Headers and Filters: Filter data within the grid per column
Minutes: Time elapsed since work creation when actions (e.g., push notifications, emails) are triggered, with unique values for each priority
Acceptance Reminder: Sends a push notification reminder to assigned users. No action is taken if unassigned
Notify All if Not Accepted: Sends a push notification to all available responders if the work order is not assigned
Notify All if Accepted: Sends a push notification to all available responders if the work order is still open, regardless of assignment
Email Notifications: Controls whether an email is sent to the selected Site Responsibilities
Send Email To: Specifies which Site Responsibilities receive the email at this time interval
Priority: Group notification queue thresholds by priority
Icons: Edit or delete priority notification queue thresholds
Managing Work Dispatch Configuration
The ability to manage the queue and escalation rules is intended for Directors of Engineering and site General Managers, but is available to any user assigned one of the following roles:
System Administrators
Enterprise Administrators
Site Administrators
Users will also need Work Queue Master table and Work Queue Priority permissions.
Work Dispatch Escalation Rules
Work Dispatch Escalation Rules enables admins to customize rules and notifications for Work Order Priorities, such as the number of minutes that has elapsed since the work order was created by which to trigger actions and event thresholds.
Path: Work → Work Dispatch → Work Dispatch Configuration
Work Dispatch Queues
Editing the work dispatch queue provides the ability to manage acceptance times, along with notification reminder times.
Work Dispatch Queue Views
Creating or editing a view will not affect the rules established for the queue, and will only affect the data displayed in the grid.
Work Dispatch List
The ability to create and manage work orders and the work order queue is intended for Directors of Engineering and site General Managers, but is available to any user assigned one of the following roles:
Enterprise Administrators
Site Administrators
Users will also need the Work Queue Users, Work Queue Master table, and Work Queue Priority permissions.
The Work Order Dispatch grid list provides a quick and easy way to monitor all open work tagged for work dispatch.
Responders: List of responders in the queue and the ability to edit the responder list
Settings: Navigate to the Work Dispatch Configuration page to modify the queue’s configuration
Add: Quickly create new work orders
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Grid Options:
Clear Filters: Clear any filters applied to the grid
Refresh Data: Update the grid to contain the most current data
Export: Export the grid in an Excel or CSV format
Column Chooser: Select columns to hide from view
Reset Grid State: Reset the grid to its original state
Edit Grid Configuration: Modify the grid’s configuration by modifying the grid’s JSON
Search Bar: Enter criteria by which to search the grid by
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Column Headers and Filters: Filter data within the grid per column
Time Elapsed: Duration since the work order was opened (Days:Hours)
Priority: Urgency level of the work order
Description: Summary of the work to be done
Location: Specific area within the site where the work is required
Status: Current progress of the work order (New/Reviewed/In-Progress)
Responder: Individual currently assigned to the work order
Work Order Number: Unique ID assigned to the work order within Transcendent
Work Type: Category of the generated work order
Actions: Edit, reassign, unassign, or notify responders of the work order
Work Dispatch Responders
Users have complete control of the engineers that are assigned to the queue and can select one or multiple at time to build the queue quickly and with ease. Responders assigned to the queue also display with a color indicator that allows for quick visibility as to the responder’s status:
Green: Active
Red: Inactive or Offline
Responders will be assigned critical-tagged dispatch tasks in a round-robin style. The order in which responders are assigned are determined by attributes in the database, and cannot be modified at this time.
Work Orders
Through the Work Dispatch List, users can quickly add new work orders into the queue. Users can also perform actions such as re-assigning tasks or sending out ad-hoc notifications.
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