Using the Dispatcher Console
The Dispatcher Console serves as the central command hub for managing field operations within the FSM platform. From this interface, dispatchers gain real-time visibility into work orders, field agent availability, job progress, geographic location, and overall service demand. The console enables dispatchers to allocate work efficiently, adjust schedules on the fly, optimise routes, and respond quickly to changing priorities or unexpected events in the field. By consolidating operational data into a single, intuitive workspace, the Dispatcher Console supports proactive decision-making, enhances service coordination, and ensures that resources are deployed effectively across all active work orders.
Usage
The Dispatcher console is also a toolset to assist the dispatcher to answer a few basic questions about Field Service agents, and the availability of Boot Stock.
- Which FSA is the closest to the work order
- Which FSA has the correct bootstock to fulfil the work order
- Does the FSA have capacity to do the work for the day, in other words what is the current work load assigned to a FSA.
- When last was the FSA detected, in other words how accurate is our location information for the various FSA’s out available.
The Dispatcher console enable the dispatcher to:
Assign work orders to the closest available FSA
Manage work orders
Track FSA and view where all tagged users are and history of movement
View and plan FSA routes for the day
Work Order Assignment
Work Order Assignment is used to assign a work order to FSA that is available, the closest and have the necessary inventory (boot stock) available.
Fig 1: Work Order Assignment Menu
How to assign a work order to FSA (Field Service Agent)
- Select the work order you want to assign.
- Select the support group that you want to assign this work order(s) to
- On the right side of the screen the active FSAs in the Support Group that you have selected will be displayed.
- The FSA’s will be displayed with the amount of Work orders allocated to them as well as their distance from this site and duration to get there.
- Select the Scheduling Option you want to use:
Auto Schedule Calculate
Select this option if you want the system to automatically schedule the work order(s).
Appointment Start & Duration
Choose this option if you need to schedule the work order for a specific date and time. Note: You cannot use multi-assignment when selecting this option; appointments can only be set for one work order at a time.
Fig 2: Work Order Assignment
Select the Assign Work Order button
The button will become active as soon as you have selected the Support Group and Scheduling Options.
- Select the Map to see the allocations.
- Select Show User Route to see the FSA route for the day.
- To see if the FSA has the necessary inventory select Inventory Search.
Fig 3: Work Order to Closest FSA Console
Inventory Search
The Inventory search console will display the search criteria with the related inventory location and product model available for bootstock.
Items that were reserved for installation will not display in this list.
The list indicates the last known distance and time of the various field service agents from the selected work order.
When a bootstock item is selected, the CI will automatically be linked to the Work Order, and the related FSA will be assigned to the work order, using the automated scheduling mechanism.
Fig 4: FSA Inventory Search Console
User Routes
User Routes display the route for the FSA for a specific day.
Select Options:
Assignee
From date and time
To date and time
Select Route name
The following will be displayed:
Selected route for the FSA with start and end points and work order number.
A map is displayed with the full route of the FSA
The Total Distance, Site Duration, Travel Time and Total Duration is displayed.
By using the up and down arrow the route can be adapted or by using the optimize icon to optimize the route. The Dispatcher can override the auto scheduler’s sequence by using this mechanism.
Fig 5: FSA's Route for the Day
This console gives a clear indication of the Travel Time, on Site Duration and therefore the Total time that an FSA scheduled for the day. This information is valuable to determine which FSA has capacity to do the next work order.
Fig 6: Travel Time, Site Duration, Total Duration
FSM Timelines
FSM Timelines is one of the Dispatcher tools.
The Dispatcher has a number of tools available:
- Work Order Assignment
- User Routes
- FSM Timelines
- Location
- User Location History
These tools assist the Dispatcher to assign work orders in an optimal fashion, taking into consideration:
- The location of the Field Service Agent
- Who has the correct boot-stock
- Who has the least amount of work
FSM Timelines gives a visual view of all work orders assigned to a selected Support Group and allows the Dispatcher to evaluate capacity and route information before assigning additional work. It is intended to become the primary interface for the Dispatcher, providing a consolidated view of team members, assigned work orders, and unassigned work orders in a single screen.
Fig 7: FSM Timelines main console
Filtering the Timeline
Navigate to:
Dispatcher Console - FSM Timelines
The first step is to use the Timeline Events Filter.
Select the relevant Support Group.
Once selected, the timeline displays all work orders assigned to that team.
Unscheduled work orders are displayed separately and can be assigned from this view.
Fig 8: Support Group filter selected
Recommended Agents and Map View
A work order can be selected to view recommended agents.
Select a work order and click:
Recommended Agents
This will display:
- A list of Field Service Agents
- The distance each agent is from the work order
The Dispatcher can use this to determine the most suitable agent.
Select:
Show Map
The map displays:
- The location of the work order
- The location of available Field Service Agents
This allows the Dispatcher to visually assess proximity when assigning work.
Fig 9: Recommended Agents
Viewing the User Route
Select a user and click.
Show User Route
Every day, a user route is created for every user that has valid location information.
Whenever a work order is updated (for example completed or reassigned), the user route is recalculated.
The user route displays detailed metrics, including:
- Travel time
- Site duration
- Total distance
- Total duration
- Sequence of visits
Work orders at the same location may be grouped together before travelling to the next site.
The route is calculated to fill the working day and includes:
- A defined end location
- A start location for the following day
The start location is typically derived from the user’s People record configuration.
Fig 10: Route view
Interpreting the User Route
The route should be interpreted in sequence.
- The first work orders may occur at the same location with no travel time
- Travel time is introduced when moving between different locations
- Each step shows:
- Travel time to the next site
- Work duration at the site
The final work order of the day is followed by travel to the configured end location.
The next day begins from the configured start location.
This provides a complete view of the user’s daily schedule.
Fig 11: Full route showing sequence
Understanding Route Metrics
The timeline can display the following fields:
- Estimated Start
- Estimated End
- Distance (Kilometers or Miles)
- Travel Time
- Site Duration
For each stop, the system shows:
- Travel time from the previous location
- Distance travelled
- Duration scheduled on site
The measurement system can be set to Metric (Kilometres) or Imperial (Miles).
As each stop is selected, the next stop’s travel distance and time are visible.
This allows the Dispatcher to determine:
- Total travel time
- Total site duration
- Total trip duration
Fig 12: Travel time and duration values.
Optimizing the Route
After assigning additional work orders, the route should be recalculated.
Select:
Optimize Route
This will:
- Recalculate the optimal route
- Adjust travel times
- Adjust estimated start and end times
- Reorder stops if required
If the Support Group is configured to start and end at the office:
- The optimizer will return the user to the office at the end of the day.
- The next day’s route will begin from that office location.
Figure 13: Optimize Route Option.
Assigning a Work Order
Work orders can be assigned using drag and drop.
Drag the work order from the unassigned section and drop it onto the desired Field Service Agent.
When assigning, the Dispatcher can:
- Make it an Appointment (manual scheduling), or
- Allow the Auto Scheduler to schedule it.
If marked as an Appointment:
- The Auto Scheduler will not reschedule it.
- The Dispatcher can manually specify the time and duration.
Once assigned, the route can be optimized to reflect the new schedule.
Fig 14: Drag-and-drop action with appointment selection.
Inventory Search and Assignment
The FSM Timelines view includes inventory search functionality.
This works the same as the Work Order Assignment console.
The Dispatcher can:
- Search for inventory
- Select items from warehouse or boot-stock
- Assign work orders based on available equipment
Fig 15: Inventory search screen
Work Order Status and Filtering
Work orders are displayed with status indicators.
Typical statuses include:
- Assigned
- In Progress
- Pending
Filters can be applied to display work orders based on status.
This allows the Dispatcher to focus on specific work states.
Fig 16: Status filter drop-down
Viewing Work Orders in Smart IT
A work order can be opened in Smart IT from the timeline.
Select:
View Work Order >> Launch Smart IT
This allows:
- Viewing full work order details
- Updating work order status
After updating, the timeline can be refreshed to reflect changes.
Fig 17: Launching Smart IT
Last Known Location
Last Known Location is used to locate a FSA in the field. It shows the location. address, availability and timestamp of the FSA’s last location.
Fig 18 : FSA Last Known Location
User Location History
The User Location History is a view of the FSA location history. The location shows where the FSA has been for the selected date range.
- Select the Geo Username and select the user you want the history to display.
- Filter enables the user to define and apply filters to refine and locate specific data. Filter on the time to select the date range to display the user locations.
- Visible Columns allows the user to select and customize which columns are displayed on screen.
- The location and date will be displayed in a list. The selected location will display as the blue tag on the map.
Fig 19 : User Location History