Create and Edit Dispatch Centers

Dispatch Centers are organizational groups for managing work assignments. You can create new groups and edit existing groups in WorkCenter.

How to

  1. On the Manage menu in the navigation bar, select Groups.

  2. Select Dispatch Center from the list.

  3. Select Create New Group.

  4. Complete the required information in the Group Details section.

  5. Enter any additional information as desired in the Hours of Operation, Relationships, Events, Group Type Information, and Assignment Configuration tabs.

  6. Select Save to save your information and continue working, or select Save & Close to save and finish.

  1. On the Manage menu in the navigation bar, select Groups.

  2. Select the Active or InActive tab.

  3. Enter the desired search criteria.

  4. Select Search.

  5. View the search results on the page.

  1. On the Search Results list, select Edit next to the desired group's name.

  2. On the Edit Dispatch Center page, edit the group's information as necessary.

  3. Select Save & Close.

  1. On the Edit Dispatch Center page, select the Relationships tab.

  2. Select to expand the appropriate relationship section and view the group's relationships of that type.

  3. Select Add Relationship in the desired section.

  4. In the Add Relationship window, select to Use Resource Lookup to Select a Resource

  5. Select the desired resource.

  6. Select Save.

  1. On the Edit Dispatch Center page, select the Relationships tab.

  2. Select to expand the appropriate relationship section and view the group's relationships of that type.

  3. Select the relationship you want to delete.

  4. Select Delete Relationship.

Create an event to prevent assignments from being assigned to specific resources or groups during a set time or day, such as during holidays or team meetings.

  1. On the Edit Dispatch Center page, select the Events tab.

  2. Select Create Event.

  3. Select the check box(es) next to the resource(s) that will attend the event.

  4. Select the month arrow and use the forward and back arrows to display the month when the appointment occurs.


  5. Double-click the day of the month when the event occurs.

  6. Type a description of the event in the window.

  7. Do one of the following:
    • To set a full-day one-time appointment, select Save.
    • Select Options and use the All day and Recurrence check boxes to select the options that accurately define the appointment(s).

  8. Select Save to add the event(s) to the calendar.

  9. Select Save and close the Event Scheduler window.

  1. On the Edit Dispatch Center page, select the Events tab.

  2. Select Scheduled Events to expand the section and view the scheduled events.

  3. Select the event you want to edit.

  4. In the Event Scheduler window, select the event on the calendar.

  5. In the Edit Appointment window, edit the information as necessary.

  6. Select Save and close the Event Scheduler window.

  1. On the Edit Dispatch Center page, select the Hours of Operation tab.

  2. Select the check boxes next to each day that is a work day.

  3. Enter the appropriate work hours.

  4. Select a Lunch Break Duration from the list, and optionally define a window for the lunch break.

  5. Select Save to save the information and continue working. Select Save & Close to save and finish.

  1. On the Edit Dispatch Center page, select the Group Type Information tab.

  2. Edit the information as necessary.

  3. Select Save to save the information and continue working. Select Save & Close to close the Resource Details page.

  1. On the Edit Dispatch Center page, select the Assignment Configuration tab.

  2. Edit the information as necessary.

  3. Select Save to save the information and continue working. Select Save & Close to close the Resource Details page.

Note: This feature is a configured setting and may not be available to all users.

Define scenarios to determine the assignment order of tasks. Any assignment that does not match a defined scenario will use the Duration and Urgency values specified in the Assignment Details section.

To create scenario(s):

  1. Select the desired Task Type, MOI (Method of Inspection), Vehicle Type, Drivability, Customer Preference, Duration, Urgency, Task Priority, and Travel Required values from the lists.

  2. Select + Add Scenarios to add another scenario.

    Note: Scenarios are evaluated sequentially according to the numbers in the # column. Assignments that match Scenario 1 will be assigned first, then assignments that match Scenario 2, etc.

  3. Select Save when finished.

Reference

Name Definition
Group Type Select Dispatch Center.
Name The name of the dispatch center.
CAT

Whether the dispatch center is able to manage emergency assignments.

Pull Group Whether all resources associated with the center can pull both appraisal assignments and estimate review tasks.
Photo Based Estimating Whether the center manages Photo Based Estimates.
Automated Estimating Whether all resources associated with the center can receive auto-generated estimates.
Virtual Supplement Whether the center is able to assign work to virtual appraisers for remote review, and route any work back to an in-person dispatch center if in-person handling is needed.
Task Queue Whether the center centralizes tasks and distributes them based on hierarchy and zip code.
Reinspection Whether the dispatch center manages reinspection tasks.
Review Whether the dispatch center manages review tasks.
Travel Required Whether travel is required or not for the dispatch center.
With all of the following Expertise Select to expand the section and select the check box(es) next to any areas of expertise.
Search by Radius Select a distance radius and enter an address to see resources within the distance radius.
Search by Territory Enter an address to see resources within the territory.
Name Definition
Workgroup ID The ID number for the group.
Group Type Dispatch Center or Dispatch Team.
Center / Team Name Enter a name for the group.
Status

Dispatch Center only. Select Active or Inactive. The associated resources and their shifts become available for other uses but remain associated with the inactive site.

Dispatch Center Dispatch Team only. Select an associated Dispatch Center for the team.
Group Category

Select one of the following:

  • Private: The group is only visible for resources associated with the group.

  • Public: The group is visible to all resources.
Time Zone The time zone where the group is located.
Manager: Choose Resource

Assign a manager to the site.

Do one of the following:

  • Select Choose Resource to locate and select a manager from the Resource Lookup.

  • Enter the contact information manually in the appropriate fields.
Address Enter the site address.
Validate Select Validate to validate that the address entered is correct.
Name Definition
CAT

Catastrophe; marks the center as able to manage emergency assignments.

Pull Group Enables all associated resources to pull both appraisal assignments and estimate review tasks.
Photo Based Estimating Marks the center as able to manage Photo Based Estimates.
Automated Estimating Enables all associated resources to receive auto-generated estimates.
Virtual Supplement Marks the center as able to assign work to virtual appraisers for remote review, and route any work back to an in-person dispatch center if in-person handling is needed.
Task Queue Marks the dispatch center as one that centralizes tasks and distributes them based on hierarchy and zip code.
Reinspection Enables the dispatch center to manage reinspection tasks.
Review Enables the dispatch center to manage review tasks.
Name Definition
Territory

Choose one of the following:

  • Select Defined by ZIP/Postal Code to enter a ZIP or postal code(s) to define the territory.

  • Select Defined by Radius to enter the number of miles from the address to define the territory. The address is the center point of the radius.
Capacity The number of daily assignments the center can handle. Select to select any dates where this capacity does not apply.
Expertise Select any areas of expertise from the list, e.g. languages, certifications, loss types, etc.
System Approval Duration (Review Type only)

Do the following:

  • Configure the number of hours before the system automatically approves Unassigned and Assigned estimates.

  • Enter a Risk Factor threshold. Estimates with a Risk Factor greater than the configured threshold will not be automatically approved and must be manually reviewed and closed by a reviewer. Estimates with a Risk Factor less than or equal to the configured threshold will be automatically approved by the system after the specified duration.
Risk Factor (Review Type only) Select the check box to automatically assign review tasks to resources associated with the dispatch center based on their risk factor scores. Enter the desired risk factor score range in the fields.
Name Definition
When travel is not required, schedule assignment based on territory:

Select Yes or No.

Defer auto dispatch for Field assignments: Select the check box to prevent assignments from being automatically dispatched when there is an update to the assignment.
Assignment Details Select a Duration for each task type from the list, and select an Urgency for each type from the list.
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