Within the framework of the Customer Service Workbench, it is possible to modify the assignments of the service requests from the dispatching workbench in the Functions menu of the tool bar.
Screen management
Entry screen
Presentation
The service requests are displayed by site pending assignment in a single screen. These are requests whose assignment takes on the Dispatching value (Management tab).
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Fields
The following fields are present on this tab :
Block number 1
| This field illustrates the contents of the dispatching. The dispatching is loaded in the following fashion: In the first instance, the system attempts to display all the service requests that have been entered for the dispatching site associated with the current user. If at least one request corresponding to this criterion is found, the site name specified in the header and the requests for the site are displayed. If no service request has been entered for the dispatching site, no site is identified in the header and all the requests entered in the global dispatching are displayed. Following this, and depending on the assignment to the requests for a site, the system attempts to find if any requests remain for the dispatching site. Whilst at least one request remains, the user can continue to process the request for their site. When all the service requests have been assigned, the dispatching displays all the requests entered in the global dispatching. According to the configuration, the user can then freely process them one by one or leave this task to a super-user who is responsible for this task. |
Grid Requests to assign
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Action icon
Detail
The service requests tab can be accessed directly from the Detail button.
Assign to a Queue
The assignment of the service request can be modified and it can be assigned to a queue. The service request then disappears from the dispatching workbench.
Assign the Request to
The assignment of the service request can be modified and it can be assigned to an employee. The service request then disappears from the dispatching workbench.
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