Exceptions

The 360 DSE automates dispatch and typically schedules many engineers day by day without the need for any manual intervention. Inevitably things do go wrong but how does the operations centre know?

The 360 DSE supports the dispatcher in the operations centre by providing comprehensive exceptions monitoring that allows the dispatcher full scope to manage each situation as it arises.

Dealing with the unexpected

Instead of worrying about finding the next job for a technician or engineer, which is now handled 95% of the time automatically by the 360 DSE, the dispatcher can concentrate on the specific problems of the day and support the field force more efficiently.

Typical exceptions include:

• ·                          An engineer logging on late
• ·                          An engineer idle (not travelling, on site or on break)
• ·                          Travel overrunning (engineer should have arrived on site)
• ·                          Activity overrunning (engineer should have completed the current activity)
• ·                          Unplanned activities such as missing an SLA
• ·                          Activities that have been open for X hours

Through the data model the service organization can also define its own exceptions. Exceptions can be triggered when they reach threshold values, and also by how long the exception has been active.  It is also possible to ‘snooze’ exceptions for a period of time, i.e. put them on hold while the dispatcher deals with a more important problem.

Using the data from the exceptions view enables a dispatcher to focus his or her attention on what is going wrong in the day and take preventative action there and then.