Dispatcher guide

The Board is every job by where it is: unassigned, assigned, travelling, on site, wrapping up, with HQ and closed. The numbers across the top are the day.

1. Sign in with the ops token HQ issued you.
2. Start with Flagged in the top bar: those are the jobs needing a decision today.
3. Each card shows the site, the visit time in the site's own time zone, the pay and the closest deadline. Click a card to open the job.
4. Use the filters and the search box to narrow down by engineer, reason or anything on the job.

Quest's call desk emails every service call. Flock reads each one; most become jobs on their own. One it could not read fully is Held for you, with what was missing.

1. Open Inbox. The pink number is held emails.
2. Open a held email. The panel on the right says what was missing, for example No site address found in the email.
3. Fill in what is missing, from the email beside it, and press Create.
4. An email that is not a work order (a reply, a statement) is Dismissed.

When a call arrives another way, paste Quest's email into New Work Order and Flock fills the form. Rates, checklist and deadlines come from the contract, so there is no price to type.

1. Press New Work Order at the top right.
2. Paste the whole Service Call email, subject included, and press Fill the form.
3. Check the reference, address and visit window. The window is in the site's time, as Quest wrote it.
4. Press Create Work Order. Press the X or Escape to leave without creating one.

A new job's deadline starts the moment it arrives. The page shows Quest's ticket, the site on the map, and who can take it, best match first.

1. Ring the site contact and agree a time inside the window.
2. Under Who should take this?, press Assign beside the engineer. Only engineers who are cleared and working that day are listed.
3. When the engineer accepts, press Mark sent on the Callout form once you have sent Quest the engineer's name and ETA.

The engineer cannot set off until the battery's tracking number is on the job. A job waiting on it shows No tracking on the Board.

1. When Quest sends the FedEx tracking number, open the job.
2. In the Parts box, type it and press Record. The engineer can now travel.
3. When Quest issues the DSR, type its number in the DSR box and press Record.

Each engineer's day as a timeline, with the driving between visits. Work still to book is on the right.

1. Pick the time zone the day should be shown in: Eastern, Central, Mountain or Pacific.
2. Drag a job from To book onto an engineer at the time agreed with the site, then confirm.
3. Drag a booked visit to move it, or onto someone else to hand it over. The dialog says what the move will do before you confirm.

Everyone on a visit, on the map, while the visit runs. Engineers are not tracked between jobs.

1. Click an engineer to centre the map on them.
2. Press View App to see their App exactly as they do, read only.

Every clock running, worst first. Quest's contract clocks are marked SOW; our own promises are kept beside them.

1. Work the list from the top. Each line says what to do to stop the clock.
2. SOW breaches are the ones Quest can raise against us. Chase those first.

Paying releases the engineer's money through Freelancer and sends Quest the Q130, which is due within 24 hours of the work. Work the queue every day.

1. Open Review. The pink number is visits waiting.
2. For each visit, check the photos and the checks on the right: photos, parts, disposal, survey, signature and serials.
3. If it is all there, press Pay.
4. If something is missing, press Send back, choose the reason and say what to put right. The engineer sees it straight away.

What engineers have been paid, what is owed, and any payment or message that did not go through.

1. Click a tile to list what it counts.
2. Stuck calls did not go through. Press Retry on each, and tell HQ's lead if one keeps failing.

Quest is billed weekly, Monday to Sunday, for the week before, and may refuse anything invoiced more than 90 days after the work. They pay 60 days from the invoice.

1. Open Payments, then Invoices.
2. Under Ready to bill, press Issue invoice on each finished week.
3. Press Invoice to open it for printing or saving as a PDF, or CSV for the lines. Send it to finance.
4. Press Mark sent when finance has sent it to Quest, and Mark paid when the money arrives.

Each engineer's details, photo, area, working hours, tools, out of office and clearance in one place. Clearance decides who can be given Quest work.

1. Pick an engineer on the left.
2. In Clearance, open a check to see the documents they sent, then Pass with an expiry date or Fail with a reason.
3. Add leave under Out of office so nobody is given work while away.

The four figures Quest's contract measures: first call resolution, on time, satisfaction and support records in 24 hours. Every figure opens the visits behind it.

1. Click a figure or a week to see each visit, and whether it met the target and why not.

The whole process, how each SLA is worked out from the contract, the contract terms, escalation contacts, and these guides.

1. Press Help at the right of the menu.