Open Field service → Dispatch to see technicians’ visits for a day or week. The queue contains unscheduled work and a separate group of situations that need attention.
Unscheduled work may be a new order or an unfinished job whose earlier visit has ended and which needs another visit. Choose Grid, Split or Map. You can collapse the queue while keeping the group counts visible.
Assign a technician and time
There are three ways to schedule work from the queue:
- Drag a card onto a technician’s row. The grid highlights free slots and flags technicians who lack a required qualification.
- Use the arrow on the card to enter placement mode, then choose a slot in the grid. Press
Escto cancel. - Open the card and choose a technician in the assignment dialog. Suggestions are ranked using factors such as driving distance, workload, qualifications and other visits to the same customer.
Use the arrow keys to move between visits. Alt + an arrow key moves a visit to another row or day.
Check warnings
Before saving, Kelomo flags problems with the proposed time or technician. Warnings may concern absences, rest periods, maximum weekly hours, missing or expiring qualifications, insufficient driving time or missed commitments.
Warnings show the figures used in the assessment. Review them before accepting the change. Overriding a warning does not resolve the problem or ensure that the work can be carried out as planned.
Overlapping visits for the same technician cannot be saved. Other warnings can be overridden. Dispatch does not show the reason for an absence.
Review the day’s schedule
A technician’s day panel lists visits in order, travel between them and the day’s workload. You can keep the panel open or close it with Esc. Work orders also open in a side panel without leaving the grid.
The grid shows shifts, travel between visits and promised arrival windows. Progress and possible delays are estimated from visit statuses and clock-in records, not the technician’s live location.
Set the duration and arrival window
If you have agreed an arrival window with the customer, enter both its start and end, or leave both blank. Dispatch warns if a visit would start outside that window.
Kelomo suggests a duration based on similar past visits. You can choose a typical duration or an option that allows more time and see what the estimate is based on. The suggestion indicates when little history is available.
Choose Lock the visit to prevent automatic scheduling proposals from moving it.
Request a scheduling proposal
Choose Suggest a better day. From the toolbar, the proposal can cover all technicians; from a technician’s day panel, it covers that person only.
Choose Service promise first, Less driving or Even workload. The proposal does not change the schedule until you accept it.
The comparison shows:
- changes in driving time and distance, visits to be moved and time freed up,
- service commitments at risk,
- each proposed move and its reason,
- visits that could not be scheduled and why.
Compare the current and proposed order in the grid and on the map. Accept all moves or select individual rows. Discarding the proposal leaves the schedule unchanged.
Proposals leave certain visits in place, including locked visits, work already started and visits starting in less than 30 minutes. These are listed with reasons. Customers may be notified of accepted changes if customer messaging is enabled.
Schedule work from the queue
Choose Clear the queue at the top of the queue. The proposal includes up to 50 work orders, starting with the most urgent.
Duration comes from the work order’s estimate or from visit history and work-type settings. Scheduling takes agreed time limits, working days, shifts and absences into account. Visits assigned to an absent technician may be proposed for someone else.
The comparison lists proposed technicians, times and reasons for new visits. Could not be scheduled lists work left without a slot and explains why. You can also see what would remain in the queue.
Select the rows to accept. Accepting creates visits in the grid and on the work order timelines, and technicians are notified of their new visits.
Respond to changes during the day
Plan at risk brings together situations such as overrunning or interrupted visits, urgent work due today without a visit, and visits that need reassignment because of an absence.
The information is based on recorded events and schedule estimates. Suggest a fix limits the proposal to that work order. Review and accept changes as you would any other proposal.
If a technician calls in sick, choose Move the day from the day’s menu. Check the proposed replacements and warnings before accepting. Customers may be notified if customer messaging is enabled.
Use the map
The map shows sites and planned routes, not employees’ live locations. Selecting a technician highlights their route and numbers the stops in visit order. Map markers let you open a visit or start scheduling a queued job.
Sites without coordinates do not appear on the map. The view tells you how many are missing.
An admin or a user with field service administration permission sets the starting points under Settings → Field service → Field-service settings → Starting points. Technicians can have their own starting point; otherwise, the office default is used.
Assign a subcontractor
You can assign a visit to an external technician by entering their name and the agreed cost. The visit appears on its own row in the grid, and the cost is included in the work order’s margin.