The Pega Field Service application provides a dedicated workbench called the Dispatcher portal for managing and displaying the field workers' schedules. In a typical field service organization, the scheduling occurs based on different channels.
A dispatcher manages the ongoing changes to the schedules of the field workers who are assigned in the dispatcher's service territories. For example, when a customer doesn’t show up for an appointment; a field worker is delayed; a field worker cannot complete work for any reason; or a field worker needs more time to complete an assignment. In certain modes of scheduling, the dispatcher can also be the one who confirms the field worker’s appointment times with customers. As a business administrator, perform the following task to create a dispatcher.
In the Pega Field Service Admin portal, clickand complete the displayed fields.
To add service territories, you can do either of the following.
- Click the Add icon next to Service Territories and enter a service territory name.
- You can also populate a service territory with dispatchers after you create a service territory. For more information, see Adding coverage locations, dispatchers, and field workers to a service territory.
Adding a dispatcher to a service territory enhances the visibility of the service territory to the dispatcher in the Dispatcher portal.