Assignment
Whoever comes to mind
The nearest technician is a guess, and nobody can explain afterwards why one person got the job.
PILLAR I
The right technician on every ticket, in seconds
Every ticket is checked against live traffic, skills, workload and shifts, assigned or offered in seconds, and watched until someone takes responsibility for it.
- Tickets assigned automatically
- 78.4%
- Time to an SLA risk warning
- < 90s
- Fixed on the first visit
- 84.6%
The problem
Dispatch by memory doesn't scale past one person
When assignment lives in a dispatcher's head and a WhatsApp group, every ticket depends on who is watching.
Status
A phone call per question
Knowing whether someone is on site or stuck in traffic means calling them, again.
Deadlines
Breaches found by the client
A stalled ticket surfaces when the client calls, after the penalty has already started.
How it works
From the moment a ticket arrives to the moment someone owns it
The pipeline runs on its own for every ticket. People step in where it hands them a decision.
The ticket arrives with its SLA
From the client portal, from the client's ServiceNow or Jira through an integration, from the console, or registered by a technician on site. Each ticket is stamped with the client's priority matrix: response and resolution targets, service hours and holidays.
deadline = priority matrix × service hours
Hard gates decide who can go
Before anyone is ranked, technicians outside the territory, unavailable, without a position in the last 15 minutes, at capacity, over rest limits or who already declined are removed. If nobody nearby qualifies, the search widens one tier at a time.
zone → sibling zones → region
Every candidate is scored
A 0–100 score from travel time on live traffic, current workload, whether the shift fits the trip and the work, and the share of required skills held. Each candidate carries a plain rationale: "12 min away, 2 of 4 tickets active, shift ends soon".
0.40 proximity · 0.25 workload · 0.20 shift · 0.15 skills
Assigned, offered or handed to a person
A clear winner is assigned outright. Close calls are offered to the top three at once; the first to accept takes it and the other offers are withdrawn. Everything else stays with the dispatcher, who sees the ranking and can assign anyone, with a reason.
score ≥ 90 assign · ≥ 70 offer to 3 · else dispatcher
Watched until the deadline
Arrival is logged automatically from GPS. Alerts fire as the deadline approaches, and the risk model ranks open tickets by their chance of breaching, with reassignment suggestions for each.
alerts at 60 · 30 · 15 min before due
Escalated if nobody takes it
An escalation ladder wakes people in order and can take an unaccepted ticket back and dispatch it again. It stops the moment someone takes responsibility, and the history stays on the ticket.
10 min lead · 20 min manager + reassign · 45 min director
From the client portal, from the client's ServiceNow or Jira through an integration, from the console, or registered by a technician on site. Each ticket is stamped with the client's priority matrix: response and resolution targets, service hours and holidays.
deadline = priority matrix × service hours
In numbers
Distance is only part of the decision
Travel time on live traffic carries the most weight, but a technician close by who is overloaded or about to end the shift ranks lower.
How a dispatch score is weighted
Starting weights for every ticket type; each can be tuned per contract.
Show the numbers
| Weight | |
|---|---|
| Travel time (live traffic) | 40% |
| Current workload | 25% |
| Shift fits the job | 20% |
| Required skills | 15% |
Rules that always hold
What dispatch will and won't do
Explainable
Every ranking has a reason
Dispatchers see each candidate's factors, and the audit log records whether a person or the engine decided.
Overrides
Manual assignment asks why
Client asked for a specific technician, part already on site, road closed. Reasons are what let the engine learn.
Concurrency
One winner per offer
When two technicians accept at the same instant, one gets the job and the other is told it's taken. No double dispatch.
Safety
An accepted job is never pulled
Escalation can take back a ticket nobody accepted, never one a technician is already driving to.
Fairness
The same people aren't always loaded
A workload equity index damps the score of anyone carrying more than their peers over the last seven days.
Control
Manual always works
Automatic dispatch has a kill switch. Turning it off never stops a dispatcher from assigning by hand.
Configuration
Every threshold is yours to set
These are the starting values. Change any of them in the console; each change is written to the audit log.
- Auto-assign threshold
- 90
- Score at which a ticket is assigned outright
- Offer threshold
- 70
- Score at which a ticket is offered
- Offers per round
- 3
- Technicians offered the job at once
- Offer lifetime
- 10 min
- How long an offer waits for an answer
- Maximum ETA
- 90 min
- Travel time that scores zero on proximity
- Position freshness
- 15 min
- Oldest location that still counts as current
- SLA alerts
- 60 · 30 · 15 min
- When deadline warnings fire
Who uses it
Who works with it every day
Operations manager
Sarah
Manages by exception: routine work assigns itself, risk surfaces early and every technician's status is live on the map.
Field technician
Faisal
Gets offers on the phone with the distance and the job, and accepts or declines in one tap.
Client regional manager
Mark
Raises tickets in the client portal and follows each one against the SLA without calling anyone.
See it on your own operation
A 30-minute briefing with your dispatch, payroll and asset flows on screen.
Keep exploring
Intelligence
Every AI and ML capability
What each model answers, where it appears, and what it will never do on its own.
The visibility gap
What the office can't see
What running on WhatsApp and spreadsheets really costs, and what changes with one record.
Security
What your IT team will ask
Access by role and territory, sign-in, encryption, the audit log and devices in the field.
Changelog
What shipped, release by release
New capabilities and improvements across the console, field app and platform.