Smart360 Dispatcher Management System - FAQs
Getting Started & Dashboard Overview
Q1: What is the Dispatcher Management System and who are it's users?
A: The Dispatcher Management System is a comprehensive dispatch console that centralizes service order management, technician tracking, and intelligent assignment capabilities. It's primarily designed for:
- Dispatchers: Coordinate and assign field service orders to technicians
- O&M Managers: Oversee overall field operations and resource allocation
- Field Force Technicians: Receive assigned orders and update status
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q2: How do I access the Dispatcher dashboard in Smart360?
A: To access the Dispatcher dashboard:
- Log into your Smart360 system with dispatcher credentials
- Navigate to the service order (WX) module from the main navigation
- Select "Dispatcher Management" from the side navigation
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q3: What information is displayed on the main Dispatcher dashboard?
A: The main dashboard shows four key metric cards:
- Total Orders: Complete count of all pending service orders
- Created This Month: New orders generated in the current month
- Overdue Orders: Orders past their 48-hour SLA deadline
- Refused Orders: Orders declined by assigned technicians
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Service Order Management & Filtering
Q4: How do I filter and search service orders in the system?
A: Use the "Search and Filters" section to narrow down service orders:
- Service Association: Filter by All Associations, Meter, Consumer, or Asset
- Status: Filter by All Status, Created, Assigned, or Overdue
- Priority: Filter by All Priorities, Critical, High, Medium, or Low
- Area: Filter by All Areas or specific geographic locations
- Search Bar: Enter SO ID or SO Name for specific order searches
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q5: What do the different service order statuses mean?
A: Service orders progress through these statuses:
- Created: Newly generated orders awaiting assignment
- Assigned: Orders assigned to technicians but not yet accepted
- Accepted: Orders accepted by technicians and ready for execution
- In Progress: Orders currently being executed by technicians
- Completed: Successfully finished orders
- Refused/rejected: Orders declined by assigned technicians
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q6: How are overdue orders identified and what should I do with them?
A: Overdue order identification:
- Orders automatically flagged as overdue after 48 hours past SLA due time
- Displayed with red priority indicators for immediate visibility
- Require immediate attention and potential reassignment
- Should be prioritized for assignment to available technicians
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Creating New Service Orders
Q7: How do I create a new service order in the system?
A: To create a new service order:
- Click the "Create Service Order" button on the dashboard
- Select appropriate SOP template from categorized list (Meter, Consumer, Asset)
- Use the search bar to find specific templates by name or description
- select the specific meters, consumers or assets
- Set priority level and add any necessary notes
- Complete entity selection and technician assignment
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q8: What information is available when selecting SOP templates in service order creation?
A: SOP templates display:
- Template Name: Specific procedure name and description
- Service Association: Category (Meter, Consumer, Asset)
- Estimated Time (TAT): Expected completion time (e.g., 3h 30m, 2h 15m)
- Description: Detailed work description (e.g., "Replace an existing meter with a new one")
- Cost Estimates: Associated service costs and effort requirements
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q9: How does entity selection work when creating service orders?
A: Entity selection process varies by service type:
- Meter Selection: Search by meter number, type, or premise with area filtering
- Consumer Selection: Search by name, account number, or phone with area filtering
- Asset Selection: Search by asset name, ID, or type with area filtering
- Multi-Select: Use checkboxes or "Select All" for bulk selection
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Technician Assignment & Optimization
Q10: How do I assign technicians to service orders?
A: Technician assignment options:
- Auto-Assign Best Match: System recommends optimal technician based on skills, distance, and workload
- Manual Assignment: Select specific technician from available list
- Bulk Assignment: Assign multiple orders to one or multiple technicians simultaneously
- Review technician details including skills, workload, and distance before assignment
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q11: How is the "Best Match" percentage calculated for technician assignments?
A: Best Match calculation is based on:
- Skills Compatibility: 40% weighting based on required vs. available skills
- Proximity: 30% weighting based on distance from technician location
- workload: 30% weighting based on order urgency
- When best match percentages are equal, prefer technician with lower workload
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q12: How does the system calculate technician distance and workload?
A: Distance and workload calculation:
- Workload: total number of service orders assigned
- technician distance: from the nearest service order
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q13: What information is displayed for available technicians?
A: Technician information includes:
- Name and Field Force ID: Unique technician identification
- Skills: Primary skills and additional skills count (+1, +3 format)
- Current Workload: Number of active assignments
- Distance: Real-time distance to service location
- Best Match %: Compatibility score for the specific service order
- Utilization %: Current capacity usage percentage
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Bulk Assignment Operations
Q14: How do I perform bulk assignment of service orders?
A: Bulk assignment process:
- Select multiple service orders using individual checkboxes or "Select All"
- Note: Checkboxes are disabled for orders with existing technician assignments
- Click "Assign" button to open the Technician Assignment Modal
- Review summary of selected orders and required skills
- Choose technician based on best match percentage and utilization
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q15: Can I view selected service orders on a map before assignment?
A: Yes, the system provides map functionality:
- Toggle between List View and Map View using the view switcher
- Map View displays all selected service orders geographically
- Helps visualize geographic clustering for efficient assignment
- Enables better decision-making for route optimization
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q16: What happens if a technician refuses an assigned service order?
A: When orders are refused:
- System automatically tracks refusal in the "Refused Orders" count
- Order status changes back to "Created" for reassignment
- Order becomes available for assignment to another technician
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Monitoring Assigned Service Orders
Q17: How do I monitor assigned service orders and their progress?
A: To monitor assigned orders:
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q18: What actions can I take on assigned service orders?
A: Available actions include:
- View Details: Access comprehensive order information including job requirements
- Reassign Technician: Change assignment when issues arise
- Monitor Status: Track real-time progress updates
- Timeline Tracking: Review assignment timestamps and expected completion
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q19: When should I reassign a service order to a different technician?
A: Consider reassignment when:
- Technician refuses the assigned order
- Technician becomes unavailable due to emergency or illness
- Original assignment shows delays or complications
- Higher priority orders require the assigned technician
- Skills mismatch becomes apparent after assignment
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Completed Service Orders Analysis
Q20: What metrics are available for completed service orders?
A: Completed service order metrics include:
- Total Service Orders : Complete count of all service orders
- Total Assigned Orders : Currently in progress
- Total Completed Orders : Successfully finished
- Average Completion Time : Mean resolution time across all completed orders
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q21: How do I analyze SLA compliance for completed orders?
A: SLA compliance analysis:
- Use SLA Status filter: All SLA Status, Within SLA, SLA Breached
- Review completed orders table with SLA compliance indicators
- Green indicators show "Within SLA" completion
- Red indicators show SLA-breached orders
- Calculate compliance rate: (Completed within SLA / Total Completed) × 100
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q22: What detailed information is available for completed service orders?
A: Completed order details include:
- SO ID, Name, Reference Number: Order identification
- Service Association: Type and category details
- Technician: Assigned field personnel
- Status: Final completion status
- Timeline: Created On, Assigned On, Completed On timestamps
- Time Taken: Actual completion duration
- Performance Metrics: Estimated vs. actual comparisons report
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Service Order History & Analytics
Q23: How do I access and analyze historical service order data?
A: To access historical data:
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q24: What insights can I gain from the service order history?
A: Historical analysis provides:
- Long-term Performance Trends: Completion rates and efficiency patterns
- Technician Performance History: Individual and team productivity
- Service Delivery Patterns: Peak periods and resource requirements
- SLA Compliance Trends: Historical compliance rates and improvement areas
- Resource Utilization: Technician assignment patterns over time
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Advanced Features & Optimization
Q25: How does the system handle nearby service orders optimization?
A: Nearby service orders optimization:
- System automatically detects top 5 nearby service orders
- Displays proximity information (e.g., "30min" travel time)
- Shows SO ID, service type, priority level, and location details
- Helps optimize technician routing for multiple assignments
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q26: What service association details are available when viewing orders?
A: Service association details vary by type:
- Meter Orders: Meter No, Device No, Premise, Physical Status, Reading Status, Assignment Status
- Consumer Orders: Account No, Name, Phone No, Area, SubArea, Premise, Consumer History (top 3)
- Asset Orders: Asset ID, Asset Name, Location, Condition, RPN, Status
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q27: How do I use the search functionality across different tabs?
A: Search functionality varies by tab:
- Pending Orders: Search by SO ID or SO Name
- Assigned Orders: Search by SO ID, Name, Reference Number, or Technician
- Completed Orders: Search by SO ID, Name, Reference Number, or Technician
- History Orders: Search by service orders with general search terms
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Performance Monitoring & Reporting
Q28: What performance metrics should I monitor for optimal dispatch operations?
A: Key performance metrics include:
- Assignment Efficiency: Time from order creation to technician assignment
- SLA Compliance Rate: Percentage of orders completed within target time
- First-Time Resolution Rate: Orders completed without reassignment
- Technician Utilization: Distribution of workload across available technicians
- Completion Time Variance: Actual vs. estimated completion times
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q29: How can I identify and address operational bottlenecks?
A: Bottleneck identification strategies:
- Monitor overdue orders count and trends
- Analyze technician utilization percentages for imbalances
- Review refused orders patterns to identify assignment issues
- Track completion time variance to identify efficiency problems
- Use geographic analysis to identify coverage gaps
- Monitor skill matching success rates for training needs
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher
Q30: What reports and analytics are available for management review?
A: Available reports include:
- Assignment Performance Reports: Detailed analysis of assignment efficiency and outcomes
- Resource Utilization Metrics: Technician productivity and capacity analysis
- Trend Analysis: Historical patterns and optimization opportunities
- SLA Compliance Reports: Service level agreement performance tracking
- Cost Analysis: Total cost, time, downtime, and efficiency metrics
- Performance Comparisons: Estimated vs. actual completion data in completed orders
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/dispatcher