WORKFORCE USER MANUAL. Version TO CURRENT, PENGUINDATA WORKFORCE MANAGEMENT, INC.

Transcription

1 2016 WORKFORCE USER MANUAL Version 1 16 PENGUINDATA WORKFORCE MANAGEMENT, INC. 117 Timberlane Rd, Spooner WI 54801

2 Dispatch Module:... 6 Alerts:... 6 Dispatch Data Entry... 7 Bulk Pending Work Order... 7 Mobile GPS History... 9 Post Call Pre Call Pre Call Upload Signal Levels Single Pending Job Entry Single Work Order Entry Virtual Whiteboard Virtual White Board Launch Preferences: Launch The Virtual Whiteboard (VWB) Virtual Whiteboard Filters Status Filter: Work Date: Tech Filter: Job Filter: Tech Group: Show: Mobile Messaging Location Regions Offices Schedule Drag and Drop Tech Google Maps Map:

3 Hours Tech Information SA Column Timeframe Columns Functions Send PenguinView Profile Tech Profile Preview: Technician Information: Vehicle Information: Sent Profile History: Transfer/Move Jobs: Transfer Tech Equipment Mass Transfer Equipment Set Tech Onsite Door Tagged Set Tech ETA Set PM Follow-up Notes View Tech Details View Job Details Clear Not Done Set as Go Back Clear PM Tag Confirm ETA Clear Job ETA Confirm Door Tagged Clear Job Tagged Confirm Tech Onsite Clear Onsite Post Call Custom Forms

4 Work Order Entry Work Order Import Pending Work Orders Single Work Order Entry Categories Dispatch Settings Job Fix Codes Mobile Message Responses Modem Pass Levels Personnel Available Supervisors Post Call Appointment Windows Post Call Notification Post Call Survey Questions Pre Call Cancel Recipients Pre Call No Truck Recipients Pre Call Reschedule Recipients Virtual Whiteboard Settings Whiteboard Office Groups Whiteboard Tech Statuses Work Order Not Done Recipients Reports Post Call Post Call Daily Summary Post Call Issues Post Call Modem Levels Post Call Open Issues Post Call Summary Post Call Survey Pre Call Pre Call Daily COD Report Pre Call Daily Report Pre Call Summary/Detail Report Pre Call Summary Graph

5 Rosters Tech Roster Whiteboard/Work Order Daily Uploaded Work Order Summary Dispatch Summary Report Go Back History Message History Message Statistics Mobile/Hard Close Print Work Order Whiteboard Not Done Report Whiteboard Status Report Whiteboard Timeframe Tech Summary Work Order Mobile Closeout Chart Report Work Order Mobile Closeout Report Work Order Not Done Summary Work Order Parse Management Work Order User Closeout Report Work Order Without Account Number

6 Dispatch Module: Get command of your field service dispatch call center and easily manage it from one location with our powerful field service dispatch module. Streamline operations, improve service with efficient field service technician routing and job tracking. The Field Service Dispatch module includes our Virtual Whiteboard, which integrates complete GPS and Google Maps. The Field Dispatch module helps you: Track every job to improve service levels. A built-in alert system notifies dispatch when a job is in jeopardy so they can assign resources as appropriate. When married with our Virtual Whiteboard which has complete GPS and Google Map integration and allows your dispatchers to see where technicians are at any given moment, jobs can be routed fluidly from one technician to the next throughout the day to avoid missed timeframes. Streamline operations and reduce truck rolls by routing technicians efficiently from a central location. Close out jobs on the fly upon completing, sending billing codes to payroll and invoicing. Alerts: Alerts for Dispatch are shown on the Dispatch Module dash board. Alert Settings are located in the Navigation Menu in Categories under the Virtual Whiteboard Settings. The user can set the alert frequency for minutes before on late jobs, ETA, and OnSite/Late. Alerts will be shown for Open Post calls and Post calls with Messages. 6

7 Dispatch Data Entry This menu selection provides the user with the work pages for the Dispatch. Bulk Pending Work Order Dispatch>Dispatch Data Entry>Bulk Pending Work Order Entry The Bulk Pending Work Order Entry selection provides the user with a Date, Client Region and Selected Fields selection to begin the work order entry process. Once the user has selected the date and the fields, they will select the client region. This will take the user to the Bulk Pending Work Order Entry Page. The Bulk Pending Work Order Entry page is where the user will enter a single to bulk work orders manually. The Bulk Work Order Entry page has a calendar in the upper left corner for Date selection. Next the user will go to the Selected Fields section of the page to mark 7

8 all fields they will be entering for the work order. The selected fields will be shown with a check mark in the box behind the field name. Once the calendar and selected fields have been updated, the user will click on the Submit button to transmit the changes and set the perimeters for the work order entries. The user will then select the Client Region the work orders will be entered for. Once the user clicks on the client region, the page will change to the Bulk Pending Work Order Entry page. Client Region column showing, as All was selected for region. The user must select the region per row. The columns listed on this page will vary depending upon the selected fields that have been marked. Client Region, Tech Number and Work Order number are required fields. Other field selections are: Time Frame Address City State Zip Phone Work Type First Name Last Name Points Account Number On the Bulk Pending Work Order Entry page the date is showing in the header below the page name. Verify the date is correct prior to adding data to the fields. 8

9 The Client Region Field provides the user with a drop down list of regions, if the user has selected the ALL, when selecting a region. If the user has select a specific region in the Bulk Work Order Entry page, the client region column will not be listed, all entries will go into the selected region. The Client Region will be listed in the header in front of the date. Verify the entries are for the selected region prior to entering the data. The Client Region column is not showing as a specific region had been selected on the Bulk Work Order Entry. The Client Region is listed in the header of the page. This page can be used to enter a single to bulk work order entries manually. Once the user has entered the information in all the fields, they will click the submit button to transmit the data into the system. If the user has a spreadsheet to upload the work orders, they will not use this option, they will use Work Order Import in Dispatch>Dispatch Data Entry>Work Order Import or Workforce> Data Entry>Work Order Import. The Work Order Import Commit is another option for importing the work order. If this is used please read the manual first to be sure this option is the correct option. The Work Order Import Commit function allows for upload of completed work orders into the system containing job codes and optional CPE, this is explicitly region specific. Mobile GPS History Dispatch>Dispatch Data Entry>Mobile GPS History Tracking of GPS from mobile applications must be enabled to use this feature. There is a charge for this service, per user - per month, All In. Contact PenguinData for additional information and costs at This feature allows the user to view the route that has been taken by a tech for a specific date. 9

10 When the user goes to QA>QC Entry> Mobile GPS History, they will be brought to the Mobile GPS History page. The Mobile GPS History page shows the select tech listed on the Title Bar below the page name and the selected date below the Tech Name. To the left, on the Title Bar, the user has a calendar available for date selection. Below the header on the page the user will see one (1) section. This section is called: Map. In the map section the user will see red towers. The red towers show the location of the jobs for the day. There is a webbing on the map between the jobs. This webbing shows the route the tech has taken for the day to the job locations. The user can click on a tower and they will see a pop-up appear. The pop-up provides the user with the Date and Time the inspector was at the site. An example is provided on the next page. 10

11 Lines: Green = events are less than 5 minutes apart. Blue = events are less than 10 minutes apart. Orange = events are less than 15 minutes apart, Red = events are greater than 15 minutes apart 11

12 Post Call Dispatch>Dispatch Data Entry>Post Call This menu selection provides the user with the page to monitor and work Post Calls. There is a calendar in the upper left of the page for the user to select a date they wish to work/review. The date is shown in the header of the page just below the page name Post Call. To the right of the page name is the Options Menu. The options menu provides the user with three (3) menu selections: Show Uncalled Work Orders Show Open Calls Show Closed Calls Below the page header there are three (3) sections showing upon entering the page. An additional section will appear if the search section is used. This section is called Search Results. Search Search Results Not Called Filter 12

13 Search: In the Search section of the page, the user will enter a work order number, account number, address or phone number in the Search Uncalled field. Once the user has entered data in the field, they will click the search button, located at the bottom of this section. If data is located, the additional Search Results section will appear. Search Results: The Search Results section has five (5) sortable columns: Last Called Date Account Address Caller The search results also provides the user with a link to the Post Call Work Order Page. The data in the column will show in red print, this indicates to the user that there is a link. The user will need to click on a column having data, in the results section on the row of the work order to be viewed. Post Call Work Order Page: Once the user clicks on the link, they will be brought to the Post Call Work Order Page. The header has the page name and Work Order, number and date just below the page name. To the right of the header is the options menu. The options menu provides the user with the link to Return to Call List. 13

14 Below the header is an orange row named Survey. The user will click on this row to open or close it. When opened it provides the user with a Survey for the customer. The survey can be closed by clicking on the orange bar again. If the caller has completed the survey, be sure to click on the Submit button to save it. Once saved the information will be entered into the Call History. Call History is a permanent, informational, entry that auto fills each time the user clicks the Submit Button. Below the Survey the user has three (3) sections: Info: Info Customer Appointment Call History This section is partially prefilled with: Fields not prefilled can manually be filled Tech Number and Name Customer Last name, Fist name Phone Number can be added if missing Call Time Will prefill with time call was placed Work Order Closed time w/o closed Job - Job Code/Job Description/Job Code Quantity 14

15 Items in this section that are not prefilled are: Only one box can be marked at a time. If Issue was marked, mark resolve to close. If satisfied is marked, mark closed to close. Only one box can be marked at a time Fields are linked Issues: check box When the issue has been marked as resolved, the user will un-check this box and check the Satisfied box. Issued By: fill in field Satisfied: check box Left Message: check box No Answer: check box Supervisor: drop down list (Must select if issues is marked) fill in field (Auto Filled when Supervisor is selected) Status: check circle (only one can be marked) Closed Mark if no issue and closed Issue Pending Mark if there is an unresolved issue Resolved Mark when issue has been resolved, do not mark closed Fix Codes: fill in field Modem Levels: fill in field Downstream Power/Upstream Power/Signal Noise Ratio Customer Appointment: This section is to be completed when setting up a customer appointment. This section has five (5) items: Date Calendar Select or fill in field Notes Auto fill with Work Order Comments Time Window drop down list selection Fix Codes fill in fields (Fix Codes created in Dispatch>Categories>Job Fix Codes) Notes Required for Pending Issues 15

16 Call History: This section is updated with the history each time the Submit button is clicked. This section has ten (10) items: Closing: Customer / Appointment (Date & Time Window) / Notes (from Work Order) Call Information (Call Date & Time; Caller; Status) Message Yes or No, if check marked Issues Yes or No, if check marked Issued By Name entered Satisfied Yes or No, if check marked ed Shows supervisor and address, per call Survey Default shows: Yes Notes Will show any notes added, per call Sig Level Shows if signal levels were entered, will fill prior history with numbers All historical events are a permanent record and will remain attached to the record once submitted. The user cannot edit or remove call history after it has been submitted. When the issue has been resolved, the user will unmark the issues box and mark the satisfied box in the Info section of the page. If an issue was recorded, the user will mark Resolved, be sure to add a note, then the user can click submit and close the post call. If no issue had been recorded, the user will mark the satisfied and the closed status and click submit to close the post call. 16

17 Not Called: In the Not Called section of the page, the not called jobs are prefilled for selection. The user will click on a column in the job line and be taken to the Post Call Work Order page. This section has six (6) sortable columns: Time Frame Account Tech Address Phone Work Order Closed The user can click on any column that has prefilled data to link to the Post Call Work Order Page. The data will turn red indicating it has a link available. Instructions for the Post Call Work Order page are located on page of this manual. 17

18 Filter: The Filter section of the page shows the Work Type Filters. The filters that are marked are included in the job search. Unmarked work type filters will not be included in the search or included in the Not Called List. Pre Call Dispatch>Dispatch Data Entry>Pre Call This menu selection provides the user with the page to monitor and work Pre Calls. There is a calendar in the upper left of the page for the user to select a date they wish to work/review. The date is shown in the header of the page just below the page name Pre Call. To the right of the page name is the Options Menu. The options menu provides the user with three (3) menu selections: Show Uncalled Work Orders Show Open Calls Show Closed Calls Below the page header there are two (2) sections showing upon entering the page. An additional section will appear if the search section is used. This section is called Search Results. Search Search Results Not Called 18

19 Search: In the Search section of the page, the user will enter a work order number, account number, address or phone number in the Search Uncalled field. Once the user has entered data in the field, they will click the search button, located at the bottom of this section. If data is located, the additional Search Results section will appear. Search Results: The Search Results section has five (5) sortable columns: Work Date Time Frame Account Address Caller The search results also provides the user with a link to the Pre Call Work Order Page. The data in the column will show in red print, this indicates to the user that there is a link. The user will need to click on a column having data, in the results section on the row of the work order to be viewed. Pre Call Work Order Page: Once the user clicks on a link, they will be brought to the Pre Call Work Order Page. The header has the page name and Work Order Number just below the page name. 19

20 The Pre Call Work Order Page has two sections: Info Call History Data in the Info section will be prefilled and fill in. Any data not prefilling can be entered manually. Call History is all prefilled with data each time the submit button is clicked. Call history is a permanent historical record and cannot be edited or deleted once entered. Info: This section is partially prefilled with: Fields not prefilled can manually be filled Customer - Prefilled Customer Account Number - Prefilled Address - Prefilled Work Date Prefilled COD Prefilled if data entered Time Frame Prefilled Phone Number Prefilled Alternative Phone - Prefilled Call Time - Prefilled Not Done Code Dropdown List 20

21 Status only one selection can be marked, No Answer is default Cancelled Confirmed Disconnected Number Left Message No Answer Rescheduled Wrong Number Send No Truck Send for R/S Send for Cancel Notes Call History: Submit Button This section is updated with the history each time the Submit button is clicked. Date Called - Time Called - By - Status - Sent - Notes - 21

22 All historical events are a permanent record and will remain attached to the record once submitted. The user cannot edit or remove call history after it has been submitted. Not Called: In the Not Called section of the page, the not called jobs are prefilled for selection. The user will click on a column in the job line and be taken to the Post Call Work Order page. The instructions for the Post Work Order Page are located on pages Pre Call Upload Dispatch>Dispatch Data Entry>Pre Call Update This menu selection provides the user with the page to upload a Pre Call list. There is a calendar in the upper left of the page for the user to select a date they wish to upload the file. The date is shown in the header of the page just below the page name Pre Call Import. 22

23 There are four (4) sections on this page: Order of page Sections: Upload Spreadsheet Import Settings Required Fields Import Settings Optional Fields Imports with open jobs The Import Settings Required Fields is the first section that needs to be completed. The Import Settings Optional Fields is the second section to be completed, if the user wants to import any of the settings in this section. Once the user has the settings entered, they will click on the Click to Upload a File Button. A pop-up will appear for the user to select the file to upload. The uploaded file will process. Once processed it will be placed into the Imports with open jobs section of the page. Upload Spreadsheet: This section provides the user with the area to upload a file. The user will click on the Click to upload a File button. A pop-up screen will appear for the user to select the file to be uploaded. Once a file is selected, the user will click on the Open button to import. If the user double clicks on the file, they will not need to click the open button as the file will import. 23

24 The user will see the Click to upload a File button disappear during the processing of the file. Once the file has been processed, the upload button will reappear and the section will say Pre Call Data Entered. The file will now show in the lower Imports with open jobs section of the page. If it is not showing on the screen, the user may need to sort the file (name of file) or upload (date uploaded file) columns to locate the file. Import Settings Required Fields The settings in this section are REQUIRED. This will be the first entries made to the page or the first verification of settings. There are two fields to fill in on this section: Sheet Number 24

25 The Sheet Number field refers to the sheet number on the bottom of the spreadsheet. If the sheet has been named the number will not show. The user can count the tabs if it is not the first sheet, to get the sheet number. Work Order Number Import Settings Optional Fields The Work Order Number field refers to the column having the work order number listed. In the example the work order number is in column C. The settings in this section are Optional, depending upon the data wanting to be upload. This section will be the second entries made to the page or the second verification of settings. There are fourteen (14) fields to fill in on this section: Work Type First Name Last Name Phone Alternate Phone Address City State Zip Code COD Job Time Window Job Start Time Job End Time 25

26 Customer Account number The user will enter the column letter into the Import Settings for the fields they would like uploaded. Once all entries have been made, in both import settings sections, the user will click on the submit button to set the upload fields. At this time the user can go to the Upload Spreadsheet section and click the Click to Upload a File button and upload the file. Once the file has been uploaded it will appear in the lower Imports with open jobs section of the page. Imports with open jobs This section of the Pre Call Import page lists the imports uploaded. There are six (6) sortable columns in this section: File lists the files by name Uploaded list the upload date (calendar date selected) Work Date lists the work date Jobs list the number of jobs on the upload Committed list the number of committed jobs from the upload Uncommitted lists the uncommitted jobs from the upload If the user clicks on the file name they will be brought to the Pre Call List page. This page has the name and address in the header. There is one section on this page: Pre Call List. This section has the Delete and Cancel buttons listed on top of three columns: Delete Account Address The delete button will delete any rows check marked in the delete column. The cancel button will take the use back to the Pre Call Import Screen. 26

27 If the user has not verified the upload settings prior to uploading the file, and they import incorrectly, the user can easily delete the file. Click on the file name and go into the Pre Call List page, Click on the check box in the Delete column header (tan). Once the user marks that check box, all the entries will be check marked for deletion. Click the delete button and all entries will be deleted. The user will need to click on the breadcrumbs path to return to the Pre Call Import page. The imported file will be removed from the Imports with open jobs section of the page. 27

28 Signal Levels Dispatch>Dispatch Data Entry>Signal Levels This page provides the user with a count of assigned work orders per day and the number of failed signal levels, per tech. There is a calendar in the upper left of the page for the user to select a date they wish to view. The date is shown in the header of the page just below the page name Signal Levels. There is one section on this page: Available Work Orders. In this section there are three columns listed: Tech Tech number, Last Name, First name Total Work Orders Work Order count for the selected date Fail Number of failed signal levels The user can click in any column having data on the tech row they wish to view. The data will turn red, indicating a link. The link will take the user to the Tech Signal Level page. On the Tech Signal Level Page, the header has the page name: Signal Level. Below the page name a horizontal scroll bar showing the number, last name and first name of the tech. To the right is the options menu that provides a link to return to tech list. 28

29 Below the header is one section called: Modem Signal Level. This section lists all work orders for the tech in the first column. To the right of the work order numbers are three sets of three fields. These sets are to enter the signal levels, Downstream, Upstream and Signal/Noise Ratio. Failed signal levels are shown in red and Passed signal levels are shown in black. The user will enter the signal levels and click the submit button. If a signal level has failed, the last column will show Create Post Call. Modem Levels entered will be prefilled into the Post Call Work Order. Modem pass/fail levels are set at: Dispatch>Categories>Modem Pass Levels. Single Pending Job Entry Dispatch>Dispatch Data Entry>Single Pending Job Entry Single Work Order Entry This options menu selection will bring the user to a work page that will allow them to enter a single work order. Regions and dates are selectable. There is a calendar to select date of the single work order entry. Mandatory Fields: (Default) Work Order Number Technician Company(s) may request additional fields to be made mandatory. 29

30 After selecting the date and Client-Region the user will go to the Job Data section of the work page. In this section the user will need to fill in the work order information. Once the work order information has been entered the user will click the submit button to enter the single pending job entry into PenguinData. A Success Job Created pop-up will appear on the upper right of the page, showing that the job has been created. 30

31 The user can then go to Dispatch>Dispatch Data Entry>Work Order Entry, enter the work order number in the search field and click submit. This will bring up the search results for that work order number. The newly created job should be listed. Virtual Whiteboard Dispatch>Dispatch Data Entry>Virtual Whiteboard The Virtual White Board is the command center for Dispatch. Through the virtual whiteboard, dispatch monitors the fleet activity; keeps work order status updated, and allows for messages to be sent and received by both dispatchers and technicians in the field. These are just a few functions that are available on the virtual white board. We will cover the entire whiteboard functions on the following pages. There are two ways to enter into the Virtual Whiteboard: Dispatch Module Dispatch>Dispatch Data Entry>Virtual Whiteboard. Quick Navigation provides the user a link to the VWB. The link is located at the very bottom of the quick navigation dropdown list. If a user does not have access to the VWB they will not see the link. The VWB refreshes every six (6) to ten (10) seconds. 31

32 Virtual White Board Launch In PenguinData go to Dispatch> Dispatch Data Entry> Virtual White Board This menu selection takes the user to the Dispatch Data Entry Work Page. This work page provides the user with the area to make preference selections on how they would like the Virtual White Board to display information. There are two sections on this work page: Preferences Launch The Virtual White Board Preferences: Show Time As: Check Circle AM/PM Shows the time as Standard Time: 1 in the afternoon is 1 PM Military Shows time as Military Time: 1 in the afternoon is

33 Show All Day As: Check Circle First Column Places the All Day jobs in the first column of the VWB Last Column Places the All Day jobs in the last column of the VWB Mobile Flash: Check Circle Flash Mobile Status This allows the VWB to flash jobs that require action from dispatch. Once dispatch confirms the action the job will stop flashing. Do Not Flash Mobile Statuses This turns off the VWB flashing jobs Job Bands: Check Circle Concise provides the user with the work order number and street address Example of Concise View Detailed provides the user with the work order number, street address, city and phone number Example of Detailed View Default The default settings are set in Dispatch=>Categories=>Virtual White Board, the setting selection is Concise or Detailed. This setting will then be the default for all company users. Users can select computer specific settings on the VWB launch work page Show points and work type: Check Circle Enabled: activates the use of the feature on the VWB Disabled: turns off the use of the feature 33

34 Display Board By: Check Circle Regions This selection will show the regions on the VWB (Region Specific Column) Offices This selection will show the office locations (Includes all regions in the column) Launch The Virtual Whiteboard (VWB) Launch The Virtual Whiteboard If the user places the cursor over the wording it will turn red and can then be clicked on to launch the VWB Schedule Picture If the user clicks on the snapshot of the VWB it will Launch the VWB Virtual Whiteboard The VWB is the command center for dispatch. The VWB is split into two sections, the upper grey section which we will refer to as the Filter Bar and the lower Schedule section. Both areas will be covered in this manual. We will start with the upper Grey section of the VWB first. Filters The Filters section of the Filter Bar is the first grey box that is showing Status Filter and Work Date on the top. There are seven functions in this box. Status Filter: The Status Filter will show none unless a filter has been selected. The Status Filter will change as the user selects a status from an office location, such as late jobs or closed jobs. When the user makes the status selection, the VWB will then fill with only jobs that have the selected status. (Open, closed, not done, ETA, long, tagged, W/Calls, PM Follow, Mob Closed, Mob ND, late, late ETA ) 34

35 The example below shows the Status Filter of Late having been selected in the Dallas Office. The Dallas location is being shown as white and the others grey. The white location tells the user that is the office they are currently working in. After the selection has been made, the VWB will refresh and show only the Red/Late jobs on the schedule, in the Dallas Office. To clear the Status Filter click the Clear Filter Button below the Tech Filter. Work Date: The Work Date is the date the user is currently working in. The user has access to six days for Work Dates: the current date and the five prior days. The current date is the default date. (PLEASE NOTE: ONLY CLOSE JOBS WITH THE CURRENT DATE IN THE VWB. If a job is closed from a previous date on the VWB, it will show as closed on the current day s date not the date the actual work was completed on.) When selecting a date the information from that day s work will be shown on the VWB. Closed jobs will not be shown on the VWB unless the selection has been made by checking the check box of Show Closed Jobs in Dispatch=>Categories=>VWB Settings or selecting the status filter of closed from the office location. Use the calendar selection for date selection. The date showing on the calendar with a black border around it is the date that is being shown. 35

36 Tech Filter: The Tech Filter provides the user with a field to enter a Tech Number into to see a specific techs work load. The only Technician showing on the VWB will be the filtered one. To clear the Tech Filter click on the Clear Filter button just below the Tech Filter and the VWB will show all Technicians for the work date showing in the selected office location. The example below shows the Tech Filter having entered tech number 2707 entered. The schedule is now only displaying tech number 2707 jobs and no other tech jobs. Job Filter: The Job Filter provides the user with a field to enter a Job Order Number into to filter only that specific Job Order Number. The only Job Order showing on the VWB will be the filtered one. To clear the Job Filter click on the Clear Filter button just below the Tech Filter and the VWB will show all Job Orders for the work date showing in the selected office location. The example below shows the Job Filter having entered job number entered. The schedule is now only displaying job number and no other jobs. 36

37 Tech Group: The Tech Group is a dropdown button selection field. When the user clicks on the Bar below the Tech Group wording, if any tech or supervisory groups have been setup under Workforce=>Tech/Employee Data=> Supervisory Groups or Tech Groups, the selected group will be shown on the dropdown list. The user will click on the group selection they wish to view on the VWB. The dropdown box will disappear and the tech group information will be all that is shown on the VWB. The example below is of the Supervisory Group Data set-up work page located in: Workforce=>Tech/Employee Data=>Supervisor Groups Included in the Frances Supervisory Group are technician number(s): 37

38 2710 G. Frances (Supervisor) 2718 C. Goodrich 2719 J. Winterbottom 2720 D. Wilson 2721 L. Williams 2722 E. Mattox 2723 H. Dilloway 2724 S. Jordan 2725 K. Smith All of the technicians may not be listed on the VWB, only those that are working on the date selected will be shown. Show: The Show filter has a row of buttons that can be clicked on to select a specific time frame during the day. This function is helpful for those working certain shifts so they can view only the information that is pertinent to their work time frame. This filter helps keep the clutter of all day off the screen so that the dispatcher can focus on the work they are responsible for. This filter provides the user with four options: Morning (AM) The AM schedule shows all timeframes that include time up to the noon hour. 38

39 Mid-Day The Mid-Day schedule shows all timeframes that include time up to the 5 PM hour. Evening (Eve) The Eve schedule shows all timeframes that are after the 5 PM hour. All shows entire day schedule Shows the entire day schedule Mobile Messaging Mobile Messaging is a communication tool between Dispatch and Technicians. There are three types of Mobile Messages: Inbound sent from the field to dispatch Outbound sent from dispatch to field Broadcast Outbound message from dispatch to all techs in a specific office location or group 39

40 The upper portion of the Mobile Messaging block shows seven inbound message bars: Assigned CPE Customer Returns Customer CPE Transfer (Cust CPE Xfer) Not Done Closed Tagged General The message bars will change colors to indicate that there is an inbound message from the field. Dispatch will click on the colored bar and they will be shown the inbound message. Times shown in General Message is the time zone of the location selected on the dispatch Dashboard not the location of the user. The message shows the Tech Home Office and the time the message was sent in green print; the work order number in red print; the tech number and user type in blue print; and finally the message in black print at the bottom. If the user clicks on the mobile message that has been received they will get a pop-up work page that shows the work order status, number, address information and a link button to open the work order on the upper half of the page. The lower half of the page shows the Message History including time sent, by whom and all messages having been sent. There is a dropdown list of Preset Messages. 40

41 The Preset Messages have been added into PenguinData by the company at the following location: Dispatch=>Categories=>Mobile Message Responses. Preset messages can be designated for only dispatch to see and use, or only technician to see and use or both. The pop-up screen also provides dispatch with an area to add a Manual Message to send back to the Technician. To clear a tech message Dispatch must respond. After the preset or manual message has been entered into the pop-up page the user will click the send button. This will transmit the message to the sender. The popup page will disappear from the dispatcher screen and a pop-up message will appear on in to the tech. The example below is what the Tech will see after Dispatch sends a response to a message. Clicking the OK button will allow a response for that message and job. If a technician is in another work order on his mobile device by clicking OK this will bring them into the exact job that the message came in for. Clicking the cancel button will show the message was acknowledged. The lower portion of the Mobile Messaging block has one message bars: Broadcast The Broadcast bar is provided as a tool for sending a mass message to all techs in a specific office location or a specific group. Once the button has been clicked a pop-up screen will appear. The upper portion of the screen is named Send New Message. This portion has a message fill-in field for the message to be typed, a dropdown list of office locations and tech groups, and a read only check box. The Read Only check box is marked by default and should be clicked on to remove the check mark if a response is being requested from the technicians. The send button is located in mid screen in the upper portion. The example below shows a weather message being sent out to the Dallas Office Technicians. 41

42 Once the message has been sent it will disappear from the work screen. The example below is the broadcast message the recipients will receive as a pop-up on their screen. The Broadcast Message(s) will be shown for one day then will be cleared. If the Broadcast Mobile Message Button is clicked after sending the broadcast message, a pop-up screen will reappear. The example below shows the message history. 42

43 Location In the lower section of the pop-up screen will show a listing of the message recipients for all messages sent for the day. The message history has six columns: Sent shows the time of day the message was sent Sender shows who had sent the message (who is logged into PenguinData) Message shows the message(s) sent Response From lists the message recipients (tech number, last name, first name) Sent shows the time the recipient of the message responded Response shows the response to the message Message History will remain showing for the day and will be cleared when PenguinData refreshes at the days end. The next portion of the VWB is the location(s). The user would have made a selection on how they would like to view location on the Dispatch Data Entry work page under Display Board By, prior to launching the VWB. The two options in this selection are Regions or Offices. The number shown after the office location shows the total jobs on the board for that location, Dallas Comcast DA has 179 jobs on the VWB. The number before the status filter is the number of jobs in that filter, 119 Open. Regions This selection will show only the regions on the VWB Example: Dallas Comcast DA (suburbs Dallas) & Dallas State Farm (SF) Special Handling Unit (SHU) 43

44 Offices This selection will show the office locations & includes all regions Example: Dallas (will include all regions) The location that is white is the location that is open on the VWB. To change locations the user will click on the location that is to be opened. The selected location will turn white and the schedule section of the VWB will be refreshed to the currently selected schedule. Located in the location bar are the status buttons. When a status button is clicked on, the button name and color will appear in the Status Filter and the schedule will be filtered to show only the selected status filter jobs. The user can click on another status button without clearing the original and the schedule will be updated to the new status filter. To get back to the schedule showing all statuses, the user will need to click on the Clear Filters button. The Status Filter will then show None and any additional Filters having been selected will be cleared. Schedule The schedule is the command center for Dispatch. The schedule is laid out so that it is easily read and user friendly. At a glance the schedule looks very basic, however, it is far from basic. The tools that dispatch needs to run the daily scheduling and tech assignments are located within the schedule. Dispatch has access here to the work orders, to message techs, to monitor and set the progress of jobs, to viewing GPS coordinates of techs and job locations... All of the functions that this amazing system provides will be covered in the following pages. The schedule is set-up with headings in the first row. The headings start with the Tech column, then the Service Area (SA), then either All Day or the time frames depending upon the preferences the user has selected for viewing. The time frames are entered from the upload for the work day, each company will have their own time frames. Drag and Drop The Virtual White Board provides a Drag & Drop for reassignment of open jobs. If the user left clicks on a job band on the VWB, they can hold down the mouse key and move the job band to another tech and/or timeframe. This will reassign that job automatically to another timeframe or another tech. 44

45 Heading Row The number of rows on the schedule will depend upon the number of technicians that are scheduled for the given work day. Each technician will have their own row on the schedule showing their assigned work orders for the day. The work orders will change colors from the original grey as the job are worked or updated, such as an ETA is set or the tech arrives on-site to the closing of the job. As jobs are closed they will disappear from the VWB unless the check box located in: Dispatch=>Categories=>Virtual White Board Settings called Show Closed Jobs has been marked. If the check box has been marked the closed jobs will remain on the VWB. This is a company option that is office specific on how to view closed jobs. Category settings affect all users in the office location that have access to view the VWB. The job bands settings in Categories is the only selection that can be changed in the preference section of the Dispatch Data Entry Work Page for user preference, all other VWB settings remain as selected in categories for the office location and staff having access. User Preference Office specific all users 45

46 Tech The tech column lists all technicians that are available for assignment of jobs for the given day. The tech assigned jobs are listed in the row that begins with the tech number in the tech column. The Tech Column can have several items showing: MAP: The word MAP (Blue) Tech Number (Black) Current Status (Red) Clock In Time (Green) Clock Out Time (Red) Hours (Blue) The word MAP, which is shown in blue print, is a link to a Google GPS map. ( On the MAP the user may see a green Torso, different colored Balloons, houses and/or office building. Torso: Current GPS location of Technician Vehicle Balloons: Job Location (Colors shown are Status Filters) House: Tech home location (Can be activated if requested, support request) Office Building: Company Office location (Can be activated if requested, support request) 46

47 Google Maps The word MAP, shown in blue print, located in the Tech column of the VWB, is a link to a GPS map. The GPS map, when opened, will show the location of the selected Technician, if in a fleet vehicle. The technician is shown as a green torsos. The balloons indicate the work orders entered in for the day for the technician. The colors of the balloons indicate the status of the job. To show the technician s home (a house icon) and the office location (an office building icon) on the VWB, the user must check the Show Office Address and Show Tech Address check boxes located at: Dispatch=>Categories=>Virtual Whiteboard Settings. The technician must have an address entered into: Workforce=>Tech/Employee Data=>Tech Info then select the options menu Tech Information. The technicians address must be entered under Personal Data Section to appear on the VWB. When the technician home location is shown the user can schedule work close to their home to save mileage costs and travel time. When the house is clicked on the tech number, name, address and cell phone will be listed on the VWB. 47

48 Across the top of the VWB is a bar with two sections: Select From and Select To. The selections are for the Work Orders that are listed for the selected tech for the day. The user can select the current job and then the next scheduled job and a directions will be provided to the user. This option can help narrow the search or to help provide the tech with driving direction, or to view the residence to explain to the tech which house or apartment they will need to go to. The map shows the course with a blue line drawn between the two job locations. The lower section of the VWB shows an A in a green balloon (not shown in the example), and then the driving directions providing turns, road names and miles for each, and a B balloon at the bottom of the VWB, showing the destination address. Just below the A balloon is the mileage and approximate time to reach the next destination. 48

49 Work Order Selection Dropdown Selection Example Timeframe Filter Selection Tech location and information In the upper right side of the VWB is a Timeframe Filter. This filter will help the user to narrow down the work orders being shown by checking or unchecking the boxes in the timeframe filter box for specified times. If the user has unchecked boxes in the timeframe and wants to have All Day Showing, they must recheck the timeframe check boxes. The timeframe box can be closed from view by clicking the x in the upper right hand corner of the timeframe filter box. When the user clicks on the green torso a pop-up will appear that shows the Tech number and name or employee name, the vehicle fleet number, vehicle plate number, vehicle year, make and model. 49

50 When a balloon is clicked, it will show the user the tech number and name, work order number, time frame set for job and the address of the job. Work Order Selection for Directions Map or Satellite Option Button Work Order Information and Status 50

51 The user has several options when viewing the Map. The Map functions will be shown on the following pages. Map: On the right upper side of the Map the user has two options of Map or Satellite views. The example shown above is a Map view which shows a street map. If the user places the cursor over the word Map in the upper right hand corner of the work page a dropdown box will appear with a check box and the wording Terrain behind the check box. 51

52 Terrain: If the user marks the Terrain check box, the map view will change to show the terrain of the area they are viewing. Terrain shows a street map with terrain. Terrain box is checked This Terrain view may not be useful to all companies, however, if the company works in mountain area or an area having a variety of terrain it can be helpful. 52

53 Satellite: Example: This example shows the satellite map view. If the user wants a different view then the map street view they have the option to select a Satellite View. The Satellite view shows the user a satellite imagery of the area. The map below shows the Satellite Selection of the Map. The difference of a map and the satellite view is that the Satellite view is an actual view down onto the earth from a satellite. Satellite View is showing If the user places the cursor over the word Satellite in the upper right hand corner of the work page a dropdown box will appear with a check box and the wording Labels behind the check box. Labels: If the user marks the Labels check box, the map view will change to show the Satellite view imagery with street names. Labels are Interstates, highways, roads, street names, towns, and airports. If the user does not want to see labels be sure the check box is not marked. To mark the box or unmark the check box the user needs to click the box and the check mark will appear or disappear 53

54 Example: This example shows the satellite map view with labels showing. If the user zooms in on the satellite view the map will be shown as roof tops or tree tops depending upon the location, city or rural. Example: This example shows the satellite map view with labels showing zoomed in. On the left side of the map the user will see a circle having four marks. Below the circle is a symbol of an orange peg man. Below the orange peg man is a vertical line having a plus at the top and a minus symbol at the bottom and a smaller one in the middle. These three items are all tools to be used for moving around the map. 54

55 The circle is for panoramic movement right, left, up and down. As the user places the cursor on the pan circle it a pop-up will show which pan direction the screen will move if it is clicked. Example: This example shows the map having been panned to the right. Pan Button On the lower left side of the map the user will see a bar having a + on top a middle section showing a and on the bottom showing -. This is a zoom bar, which allows the user to view the map close or far. To zoom in use the top +, to zoom out use the bottom -, or use the middle section to manually move the zoom. The curser will turn into a grab hand if you choose to use the middle section and drag the bar to the zoom view or it will point if the user places it on either end of the bar to use the auto zoom. Example: This example shows the map having been zoomed in. Zoom is above middle 55

56 The zoom can be moved toward the plus sign to zoom into a location or zoom out towards the negative sign to show the state or more. To move the zoom the user will place the cursor on the middle, smaller, minus button. Click your left mouse key and hold it down. Move the button up or down to zoom in or zoom out. Once the view is what is wanted, release the mouse key. If the view is not where it is wanted repeat the process until the view is correct. Example: This example shows the map having been zoomed out. Zoom is below middle Another option for the user to zoom in on the map location is to place the cursor, which is a hand, in the area that the user would like to zoom into. Double click the left mouse key and the map screen will zoom into the area the cursor is placed. With each double click the screen will zoom in closer to the area the user would like to view. The user will need to use the zoom bar to zoom back out. (Single clicking on the map will not work to zoom into the area, it will provide the user with a drag feature to move the map). If a job is in a different area then the office location, the map will bring the user to an area between those jobs, usually a blank map not showing the balloons. The user will need to use the tools provided to locate the work area they would like to view. (Example: office location is Dallas, TX a job come in for Baton Rouge, Louisiana. The map will default to an area between the two locations). 56

57 The cursor will allow the user to move the map by placing the cursor on the map and holding down the left mouse key. The hand looks like it is grabbing the work page and will move the page in the direction the user moves the mouse. The user can move the map until the release the left mouse key. Between the pan button and the zoom bar is a little orange icon that looks like a person. The following pages will explain what the icon is and what its functions are. These functions can help dispatch to view the residence and assist the tech to locate the job. Example: This example is to show the Icon Named Peg Man or the little orange guy. Icon named Peg Man or the Little Orange Guy This icon is shown on both the Map or Satellite maps and is called Peg Man or the Little Orange Guy, both are acceptable. We will refer to him as Peg Man. Peg Man is a tool that allows the user to grab and drag him onto the map in the location that the user wishes to view. 57

58 Example: This example shows the Peg Man locating an address. When the user places the cursor over Peg Man he appears to move as if to jump out ready to go to work. The cursor should be in the shape of a hand which shows the user it is ready to grab Peg Man and move him onto the screen. When Peg Man is moved onto the map the map he has a green circle below him that shows the area he is in. If the user stops in an area the circle turns to a solid green oval with a pointer towards Peg Man and a snap shot photo below. The photo provides a view and the address of the location he is currently at. If the address is correct release Peg Man, the mouse key, or keep moving him. Once the user has stopped and releases Peg Man, the user can view the approximate address as a street view. Example: This example shows the map showing the street view. Once Peg Man has been released the map will change from blue to the street view. The street view can be helpful to verify that a technician is at the correct address. 58

59 The street map provides the user with tools to move it. On the map the user is provided with arrows, with street name, that allow them to move in the direction the arrows are pointing, as if driving down the street. If the user sees a circle they can rotate the map 360. To move the map with the circle the user will place the cursor on the circle, hold down the left mouse key and rotating the circle by moving the mouse while holding down the left mouse key. An example is shown on the following work page. Example: This example shows the street map having a circle providing the ability to rotate. The above screenshot shows the 360 degree movement circle, and the street movement command buttons, forward or backward depending upon the clicking of upper or lower command button. If the user sees a square on the street map they have the ability to move the map vertically, horizontally or diagonally by holding the left mouse key down and moving the map. Example: This example shows the street map having a square that provides a tool to move the view. 59

60 To close the Peg Man street view the user will click on the x in the street view section. If the user clicks on the upper x the map will close. Once the Peg Man street view is closed the user will see the map again with the settings that had been selected. 60

61 To close the map, the user will click on the x in the upper right corner. Hours In the TECH Column, at the bottom of the row, shown in blue print, is a link to the technicians hours worked. When the user left clicks on the hours showing, a pop-up box will appears in the middle of the VWB. The hours are listed by the day of the week, then the month and day, and lastly the hours for the day. If all hours are not showing the user can click the lower right corner of the pop-up and drag it to enlarge it to view all hours. In the lower right side corner the user will see three lines, this shows the user that the screen can be enlarged. Tech mobile hours will not appear until they have been committed in workforce Mobile Audit. 61

62 Tech Information In the TECH Column, to the right of the word Map, shown in black print, is the technician number that is assigned to the work orders listed on the row. If the user left clicks the mouse when the cursor is place on the tech number a pop-up box will appear. This feature allows dispatch to keep the status of the technician updated and to view the technician information. It is also available by right clicking on the work order and selecting View Tech Details. The images of the Tech and the Vehicle are important to add if the Send PenguinView Profile is being used so the customer can have the Tech and vehicle information and picture to know who will be coming to their home or business. Tech Number and Name: The pop-up box has a Black header showing the Tech Number, Last Name and First Name of the technician. Tech Status: Below the header the user will see a row stating Current Status. This row will show the current status of the Tech if one has been selected. Below the current status row is a Select Status row that provides the user with a drop down list of Statuses to select from (the tech status can be customized by the user in Dispatch>Categories>Whiteboard Tech Statuses). The list below is the information located in the pop-up box in PenguinData Demo site: Assisting Another Tech with a job At Warehouse Available En-Route to next job Lunch Route Completed Route Confirmed Trainee Click on the arrow on the right side of the dropdown box and the list will appear. Move the cursor to the selected status and click on the status to have it shown on the VWB in the Tech Column. 62

63 Once the user clicks on a current status, that status will appear in bright red print in the tech column. This feature is helpful to dispatch so they can see the techs status and if they will need to reassign jobs. When the tech clocks in for the day or back in after lunch, a row of green print showing In and the time that they clocked in will appear in the tech column above the hours shown. The print is red for clock outs and also shows the clock out time stamp. The technician can set the status of the job to Onsite, clear the On Site and set an ETA for their jobs from their mobile devise. Dispatch can also set these statuses from the VWB by right clicking on the job and selecting Set Tech Onsite and Set Tech ETA. The user can widen the pop-up screen by placing the cursor on the lower right corner, clicking the left mouse key holding it down and moving the mouse until it has increased or decreased to the size the user would like. The pop-up can also be moved on the VWB by placing the cursor in the black heading containing the tech number and name, the cursor will show as plus sign with arrows, left click holding the mouse key down and move the mouse which then will move the pop-up to the location on the VWB that the user would like it placed. Moving the pop-up box is specific to the current frame only and does not affect the next time the user clicks for the pop-up box. Tech Information: In the Tech Information section of the pop-up screen if a photo has been uploaded in Workforce>Tech/Employee Data>Tech Info>Tech Summary, the photo will be shown of the tech. Additional information in this section of the pop-up screen the user will find the following information: Employee ID: Department Tech Number Tech Name Cell Number Training Level Certifications 63

64 Vehicle Information: In the Vehicle Information section of the pop-up screen if a photo has been uploaded in Assets/Fleet>Vehicles>Vehicle Data then to the options menu selection Vehicle Status, the photo will be shown of the vehicle. Additional information in this section of the pop-up screen the user will find the following information: Plate Number Registration State VIN Number Color Make Model Year Other Information: Additional Lists are available to the user in this selection: Current CPE This section will list all CPE signed out to the Technician. There are two columns that list: Serial Number CPE Name Fixed Assets This section will list all Fixed Assets signed out to the Technician. There are two columns that list: Serial Number Fixed Asset Name Current Tools This section will list all Current Tools signed out to the Technician. There are two columns that list: Number of Tool type checked out to tech Name of tool 64

65 Current Parts This section will list all Current Parts signed out to the Technician. There are two columns that list: Number of Part type checked out to tech Name of tool SA Column (Service Area/Map Code: this is from the import area within work order import) The SA Column shows the map coordinates or location of the job. The coordinates showing in this column provide the user with the Service Areas that the technician will be working in for the day. This option is company specific. It can be a useful tool for scheduling, when covering large areas to keep the technicians in certain service areas instead of sending them all over. This can help keep mileage costs down and production volume higher, by keeping the techs centralized so they can cover the jobs in closer areas. Timeframe Columns In the timeframe columns the jobs for the day are listed in time blocks, as provided in the upload from the MSO. Technician assigned jobs are listed in rows. As the day begins the VWB will be filled with all grey jobs listed. As the day progresses and techs have been working the jobs the VWB will become colorful as the statuses of those jobs change. The color for job statutes are: Late Red (if no status has been set on a job and the job exceeds the Late Job Alert minutes prior selected by the company in Dispatch>Categories>VWB Settings, the job will turn red) Open Grey Closed Dark Blue (these jobs will be removed unless specified) Not Done Purple ETA Yellow Late ETA Yellow Onsite - Green Long Green Tagged Tan W/Calls Light Brown PM Follow Brown 65

66 Go Back - Gold MOB Closed Bright Blue (Mobile closed remains on the VWB until dispatch closes the job) MOB ND Blue (Mobile not done jobs require action from dispatch) Jobs that have exceeded the alert settings located in: Dispatch=>Categories=>Virtual Whiteboard Settings The late jobs will appear with an explanation mark (!) in front of the work order number. Jobs that show the explanation mark on them means there is an alert that requires an action. Alerts help dispatch to locate techs that are running late on a job and may need to route another tech to the next job site or that are having issues and may need assistance. Each company sets their alert settings to their policy. When a job is flashing it means that dispatch needs to take an action. Dispatch will need to go to the flashing job, right click on it, verify the issue, then if they can confirm it, click confirm and the job will stop flashing. When a user has a job open on the VWB an icon that looks like a torso of a person will show in front of the work order number. It has a red circle with a line in the middle show at the bottom of the torso icon. If the user clicks on the icon a pop-up will appear that states: Being viewed by. and the user name. Functions The user can right click a job and a pop-up screen will appear. The pop-up can contain different information depending upon the job status. There are seventeen (17) functions included on an open job being shown in grey. Additional functions that will appear, based on job status, can be Confirmation, Clear and/or Set functions. The following are the function of the pop-up: Open Job When the user right clicks on the Open Job link the Work Order they have placed the cursor on then right clicked will be open. The work order can be edited in this link. 66

67 Upload Images When the user right clicks on this link they will be brought to an upload image page. The user will click on the Upload File(s), green button, then select the image to upload, click open and the image will be entered on the work order. Send Message To Tech When the user right clicks on this link they will be brought to a message work page. The message work page has two sections. The first section shows the current status of the work order. Below the status in the upper section is the Work Order Data: Work Order Number Address City State Zip Code At the bottom of this section is an: Open Work Order button When clicked the user can open the Work Order to edit or view. The next section of this work page is: Message History. In this section the first row is Present Messages which provides the user with a dropdown list of preset messages. The preset messages are entered in: Dispatch Categories Mobile Message Responses. 67

68 The second row in this section is Message. If the user would like to send a message that has not been preset they can enter the message in the area to the right of the wording. The message box can be expanded by placing the mouse in the lower right corner of the box, click and hold the left mouse button and move the mouse to expand the box. When the user has completed the message to the tech they will click the Send button at the bottom of this section. The message will then appear as a pop-up on the techs mobile device. If the tech clicks on OK they will open up the work order, if they click cancel the message will disappear. View All Messages When the user right clicks on this link a pop-up page will appear. The pop-up has two sections, similar to the send message to tech link. The first section shows the current status of the work order. Below the status in the upper section is the Work Order Data: Work Order Number Address City State Zip Code At the bottom of this section is an Open Work Order button. When clicked the user can open the Work Order to edit or view. The next section of this work page is Message History. This section shows any message history for the current day. View/Edit Comments When the user right clicks on this link a pop-up page will appear. The pop-up page has one section: Comments The first row shows the current status of the work order. Below the status row is the Work Order Data: Work Order Number Address City State Zip Code 68

69 At the left side of the page is an: Open Work Order Button Below that is the comments area, in which the user will add any comments into. Add the comments in the box can be expanded by placing the mouse in the lower right corner of the box, click and hold the left mouse button and move the mouse to expand the box. Make Call Back When the user right clicks on this link a pop-up page will appear. The pop-up page has two sections and a title bar. The title bar is headed with Job Call and the line below it states Work Order and the Work Order Number. The first section is called Info. There are two columns. The first column has fields for: Tech Customer Work Date Phone Number Job Timeframe The second column has: Call Time Address City State Zip Code The row below the columns is called Status. On the row Status is a list of check circles to mark for the status of the calls. The selections are: Canceled Confirmed Left Message No Answer Rescheduled 69

70 Send PenguinView Profile The next row has a check box to mark if the user would like an sent. The row states: Sent to R/S (reschedule) or XO (cancel) Below that is the notes area, in which the user will add any comments into. Add the comments in the box can be expanded by placing the mouse in the lower right corner of the box, click and hold the left mouse button and move the mouse to expand the box. A Submit button is located at the bottom of this section. After the user has made the call back and checked the appropriate boxes, and added their notes they will click the submit button to transmit the data into PenguinData. The second section of the work page is called: Call History. This section of the work page is prefilled with the submitted information from the upper section of the work page. The first row of a call history is shown in blue print. It states: Called at mm/dd/yyyy time by user name (Status: box checked) The next row, black print, shows the Sent for R/S or XO and will have a yes or no response behind it. The last row of each call history submission will show any notes that have been written for that call. When a job has a door tag left, usually three to four attempts will be made to contact the customer. Be sure to document the call backs in this section. If a job has been marked as Cancelled by a tech, dispatch must confirm the cancellation. Step One: Setting up the PenguinView Profile is done in first in: Admin>Settings>PenguinView Client Notification Setup This is a global setting for all locations. Detailed information on setup can be located in the Admin User Manual. 70

71 Need to Know about Setup: delivery is free of charge. There is a.01 cent charge per Mobile Message Sent (MMS). A Max Spending Amount can be entered for MMS service per month. A dollar amount will be entered into this field. This option provides a Maximum spending amount to be entered. This begins at the start of each month. If the max amount has been met additional amounts may be entered. The amount may be lowered if the max amount has not been reached yet, however, you will not be able to lower below the amount that has been used for the month. If the company does not want to set a max spending for MMS then just leave the field blank. A MMS Monthly History is provided to show the Total requests sent and the cost of the current requests. Below the MMS Monthly History section is the Maximum MMS Setting history showing the date, max requests and max cost settings. The Sender/Reply to address fill-in box MUST have a valid address entered. If an invalid address is entered the notification setup will not be active. The sender name is the name that will be displayed on the Message. Landlines do not accept the MMS or delivery. Step Two: Once activated in Admin the user will then complete the setup in: Workforce>Categories>Miscellaneous section>penguinview Profile Settings This is a by location setting Detailed information on setup can be located in the Workforce Categories User Manual. 71

72 Dispatch VWB: When the user right clicks on the Send PenguinView Profile link a pop-up page will appear. The pop-up page has four section: Tech Profile Preview: In the Tech profile Preview section there are four rows: Technician Information: Customer The information is prefilled from the work order Customer Cell Phone The information is prefilled from the work order Preset Message A dropdown box provides preset messages. Messages are set in Workforce>Categories>PenguinView Profile Settings Messages/Comments The Message/Comment box allows for messages other than the preset messages to be sent to the customer. The user enters their message and clicks the Send Profile button below the vehicle information to send the message, tech info and vehicle info to the customer. In the Tech Information section of the pop-up screen if a photo has been uploaded in Workforce>Tech/Employee Data>Tech Info>Tech Summary, the photo will be shown of the tech. Additional information in this section of the pop-up screen the user will find the following information: Employee ID: Department Tech Number Tech Name Cell Number Training Level Certifications The information is shown is selected in Workforce>Categories>PenguinView Profile Settings under the Badge Fields. 72

73 Vehicle Information: In the Vehicle Information section of the pop-up screen if a photo has been uploaded in Assets/Fleet>Vehicles>Vehicle Data then to the options menu selection Vehicle Status, the photo will be shown of the vehicle. Additional information in this section of the pop-up screen the user will find the following information: Plate Number Registration State VIN Number Color Make Model Year The information is shown is selected in Workforce>Categories>PenguinView Profile Settings under the Badge Fields. Sent Profile History: This section will prefill as profile information is sent to the customer. It will provide: Date/Time message was sent Comments Sent Sent By The VWB will show the will show a picture of a torso for the jobs that have been sent profiles. If the message is unable to be received, such as a landline, there will be binoculars in the bottom of the picture. If the message was transmitted it will show a green plus sign. Transfer/Move Jobs: There are two options to Transfer/Move jobs. One option is the Drop & Drag option and the other is the Transfer/Move jobs selection. 73

74 When the user right clicks on this link a pop-up page will appear. The pop-up page has two dropdown boxes: Tech Time The first row, Tech, shows the currently assigned tech number and name. When the user clicks on the dropdown button a list of all available technicians to transfer/move the job to is shown. The list first shows techs having GPS in their trucks. These techs have mileage showing after their number and name. PenguinData lists the tech having the closest miles to the job first. After the techs having GPS in the vehicles is the remaining techs that are available for the day. The user will click on the tech that the job is being transferred/moved to. The new techs number and name will appear in the dropdown box. If a job that is being transferred has a specific type of work that not all techs are able to work, the dropdown list will only list those techs that they job can be transferred to and not all techs. The next row is Time. This row shows the scheduled timeframe for the job. The dropdown list shows all timeframes for the work day. If the job timeframe is being moved then the user will click on the dropdown button and then click on the new timeframe. The new timeframe will now be shown in the second row entry. Once the user has made the changes to the schedule, selecting a new tech and/or new timeframe for the job, they can click on the submit button to transmit the new information and update the VWB. If the changes being made to a job are not correct then the user will select the cancel button. The cancel button will close the pop-up screen and no changes will be made to the job. Transfer Tech Equipment When the user right clicks on this link a pop-up page will appear. The title bar is called: Reassign Inventory. The pop-up page has two sections: Select Techs Equipment Transfer List 74

75 Under the Select Techs section of the work page are two lines: First Tech Second Tech The first tech information and equipment will be filled in automatically in the lower Equipment Transfer List, from the tech row the user has clicked on. The second tech will need to be selected. Once the user has selected the second tech, their information and equipment will be listed in the lower section of the work page. After selection of both techs the user can click the check boxes, of either or both techs, for the equipment that will be transferred to the other. After selection of the equipment that will be transferred, the user will click the submit button at the bottom of the work page. One the user clicks the submit button they will receive a Success Pop-up showing that the transfer has taken place. The transferred equipment will be shown in bright yellow in the receiving techs column. The example shows equipment transferred between both techs. The clear key will clear all information from the work page. The user will need to select both techs again if needed after clearing the work page. 75

76 Mass Transfer Equipment When the user right clicks on this link a pop-up page will appear. The title bar is called: Mass Transfer/Swap Inventory. The pop-up page has two sections: Techs Current Equipment Available Equipment Techs Current Equipment section has a row called First Tech. This row provides the user with a dropdown list of technicians to transfer the equipment to. The next portion of this section has three columns: Serial = Equipment serial number Type = Type of Equipment Date = Date the equipment was issued The second section of this work page is called: Available Equipment. In this section is a list of all available equipment that can be transferred to the tech. There are five columns in this section: Tech = Tech that equipment is being transferred from Serial = Equipment serial number Type = Type of Equipment Date = Date the equipment was issued Transfer = Check box to mark for selected transfer equipment A dropdown box is available below the Type column to assist the user in locating the equipment needed to be transferred. After selection of the type the user will be able to see the techs that have the equipment. If the user needs to select a tech the quickest way to do a search is in the bottom row of the work page under search. Once the user has checked the equipment that is being transferred they will click on the Submit button to transmit the transfer. The transferred equipment will be shown with the current days date listed as the transfer date. A Success pop-up will appear showing the number of items transferred. 76

77 Set Tech Onsite Door Tagged When the user right clicks on this link the job they are clicking on will be marked as Onsite with a timestamp when marked as onsite. The job will change to Green to show the tech is currently onsite. When the user right clicks on this link the job they are clicking on will be marked as Tagged. The job will change to Tan to show the current status. Set Tech ETA When the user right clicks on this link the job they are clicking on will be marked as ETA with a time stamp of when the status was set located behind the wording. The job will change to Yellow to show the current status. Set PM Follow-up Notes When the user right clicks on this link a pop-up work page appears. The work page first row is titled: Supervisor This row is prefilled with the technicians supervisors name and address. This is who is receiving the notice to contact the customer. The next row is: The notes area provides the user an area to add comments into. The comments will be shown in the Supervisors showing they need to make a follow-up phone call to a customer. The box can be expanded by placing the mouse in the lower right corner of the box, click and hold the left mouse button and move the mouse to expand the box. The user will click the Set Follow-up button to complete the transaction or they will click Cancel to stop the follow-up call and close the pop-up. The job they are clicking on will be marked as PM Fol with a time stamp of when the status was set located behind the wording. The job will change to Brown to show the current status. 77

78 View Tech Details When the user right clicks on this link a pop-up page will appear. The pop-up box has a header showing the Tech Number, Last Name and First Name of the technician. Below the header is tech information then check circles for selection of Current Status. The list below is the information located in the pop-up box: Company Cell Phone Personal Cell Phone Company Vehicle Personal Vehicle Current Status shows the current status time set Assisting Another Tech with a job Check Circle At Warehouse Check Circle Available Check Circle En-Route to next job Check Circle Lunch Check Circle Route Completed Check Circle Route Confirmed Check Circle Trainee Check Circle The user can widen the pop-up screen by placing the cursor on the lower right corner, clicking the left mouse key holding it down and moving the mouse until it has increased or decreased to the size the user would like. The pop-up can also be moved on the VWB by placing the cursor in the black heading containing the tech number and name, the cursor will show as plus sign with arrows, left click holding the mouse key down and move the mouse which then will move the pop-up to the location on the VWB that the user would like it placed. Moving the pop-up box is specific to the current frame only and does not affect the next time the user clicks for the pop-up box. 78

79 View Job Details When the user right clicks on this link a pop-up page will appear. The list below is the information located in the pop-up box: Account/Work Order Customer First Name Customer Last Name Customer Phone Number Customer Address Customer City Customer State Customer Zip Code Additional functions that may appear in the pop-up. The additional functions are status specific and may require action by dispatch. The additional functions are: Clear Not Done This function appears when a job is marked as Not Done and is purple. When the user right clicks on this link the job they are clicking on will change from Purple to Grey and the Not Done status is removed. Set as Go Back This function appears when a job is marked as Mobile Not Done and is light blue. When the user right clicks on this link the job they are clicking on will change from Light Blue to Gold and the Not Done status is removed. Clear PM Tag This function appears when a job is marked as PM FOL and is brown. When the user right clicks on this link the job they are clicking on will change from Brown to Grey and the PM FOL status is removed. 79

80 Confirm ETA This function appears when a job having a set ETA is flashing, due to the ETA Alert setting time being exceeded. When the user right clicks on this link the job they are clicking on will stop flashing, as the tech ETA is confirmed. Clear Job ETA This function appears when a job has a set ETA. The job can be flashing, due to the ETA Alert setting time being exceeded or not flashing. When the user right clicks on this link the job they are clicking on will change from Yellow to Grey and the ETA will be removed from the job. Confirm Door Tagged This function appears when a job has been tagged and is flashing. When the user right clicks on this link the job they are clicking on will stop flashing, as the door tag has been confirmed. Clear Job Tagged This function appears when a job has been tagged and is flashing. When the user right clicks on this link the job they are clicking on will change from Gold to Grey and the Tagged will be removed from the job. Confirm Tech Onsite Clear Onsite Post Call This function appears when a job marked onsite is flashing, due to the alert time being exceeded. When the user right clicks on this link the job they are clicking on will stop flashing, as the tech is confirmed to be onsite. This function appears when a job is marked onsite. When the user right clicks on this link the job they are clicking on will remove the Onsite status. The job will turn from Green to Grey. This function appears when a job is marked Not Done. When the user right clicks on the link a pop-up screen appears. The pop-up title bar states: Post Call; Work Order; WO Number; Date. The pop-up work page has three sections: 80

81 Info Customer Appointment Call History The Info section has two sections. The first section has two columns: Column one: Column Two: Tech Prefilled Customer - Prefilled Phone Number - Prefilled Call Time - Prefilled Work Order Closed Time Stamp Issues Check Box Issued By - Prefilled Satisfied Check Box Left Message Check Box Supervisor Dropdown List Prefilled 81

82 Below the two columns in this section are three columns. These are prefilled columns and are headed: Job Code Job Description Job Code Quantity Below the three columns in this section there are three rows. The three rows are: Status Closed Issue Pending Resolved Fix Codes: Fill-in boxes provided for codes Modem Levels: Three lines having three fill-in boxes 82

83 The second section of this work page is the Customer Appointment. This section has the following: Date Calendar or manual fill field Notes Fill-in Field Time Window Dropdown List appointment time Fix Codes Fill-in Field Notes Required Field can expand as needed Submit Button The third section on this work page is Call History. The call history section will prefill as calls are made to the customer. This area show the user the date, time and caller and in parenthesis the Status. Below the row it lists: Message: Yes or No Issues: Yes or No Issued By: Name Satisfied: Yes or No ed: Supervisor Survey: Yes or No Notes: Notes written in required notes area Sig Level: (,,) (,,) (,,) For Jobs that are No Truck jobs, the user will need to add the appropriate Not Done job code and work type to the work order. These jobs will then show as purple and will only show if the Not Done filter is selected. The tech or dispatch may set these functions. If the tech has closed a job it will show as mobile closed. Mobile closed jobs will remain on the VWB until Dispatch has closed the job. 83

84 Custom Forms This function appears for selection on all jobs if custom form(s) have been built. The custom form(s) are built in: Workforce => Categories => Custom Work Order Forms. When the user right clicks on this link, a pop up screen will appear. A Custom Forms field drop down list is provided to select the custom form to be used with the work order. Once the user has selected the Custom form, the form will populate below the drop down field. Once the user has completed the custom form, they will submit to transmit the form and close out the job. 84

85 Work Order Entry In PenguinData go to Dispatch> Dispatch Data Entry>Work Order Entry This menu selection provides the user with the work page to review and to search for work orders by number, or address and to locate closed or pending work orders. This section of the Work Order Entry page provides the user with a Search field to locate a work order by number. Fill-in the search field with the work order number or address and click the search button. Additional section(s) will appear if the search results locate any matching data. The additional sections are: Search results (closed jobs) and Pending Jobs Search Results. Both, one or no additional section may appear, depending upon search results. 85

86 If a match is not made with the search number entered, the number entered into the search field will clear and no additional sections will appear. In the Search Results section(s) there are five (5) sortable columns: Work Order Number Date Address Tech Work Order Entry The user can click on any of the columns in the search results sections having data and the data will turn red, indicating a link. The link is to the work order. Once the user clicks on a link they will be brought to that work order. The work order will open in a new screen and can be worked if it has not been QC d or in a closed pay period. The Options Menu selection provides the user with a Swap Tech Equipment Link. Once the user clicks on the link a pop-up screen will appear. The pop-up will have one section called Select Techs. This is where the user will select the first tech from a drop down list. The list shows the number of CPE that is assigned to the tech. In this example tech 2702 Nyanlynn, Collin is showing thirty-one (31) pieces of CPE assigned to him. 86

87 When the user clicks on the tech from the dropdown list, a new Equipment Transfer List section will be created. In this section all thirty-one (31) pieces of equipment assigned to the tech will be listed under the tech number, last and first name. The equipment section has four columns: Serial Number Type Date Check Box When the user clicks on the second tech from the dropdown list, the equipment assigned to the second tech will be listed in the lower Equipment Transfer List, having the same columns as the first tech. The second tech may not be listed in the lower section if the tech has no equipment assigned to them. The user will check mark the check box behind the equipment they are transferring. Equipment can be transferred between each tech simultaneously. If both the first tech and the second tech have equipment check marked for transfer, then equipment from each tech will be transferred to the other tech. 87

88 In the example below, the first tech on is transferring a Digital HDTV to the second tech and the second tech is transferring a Digital DVR to the first tech, as shown by the check boxes having been check marked for transfer. In this example, the equipment check marked in the above example has been transferred. The user will receive a success pop-up showing the number of equipment successfully transferred. The transferred equipment is highlighted to allow for the user to easily locate the transferred equipment. 88

89 Work Order Import In PenguinData go to Dispatch>Dispatch Data Entry>Work Order Import This menu selection provides the user with a work page to upload a work order spreadsheets or in the options menu they can create a Single Work Order Entry. There are four sections on this work page: Upload Spreadsheet Import Settings Required Fields Import Settings - Optional fields Import with open jobs Import settings must be filled in and submitted prior to uploading a file The Import Settings section provides the user with an area to add the import settings from the file being uploaded. This section is to be completed prior to uploading a file. 89

90 Import Settings are the first step of this work page, prior to uploading a file. They set the parameter for the upload extraction. These settings must be submitted to save them prior to uploading a file. Once the settings are saved they do not need to be re-entered unless the upload format is changed. Without first filling in the import settings fields or clicking the submit button to save entered settings, the file will show as uploaded but nothing will appear. The reason for this is that the upload had no parameters set to extract information from. First the user will verify the Client-Region they are uploading the file into. This is a drop down list selection if Client Regions have been created. Next, the user will complete/verify the Import Settings Required Fields. This section is required for the import to work properly. There are three fields in this section: Sheet Number (numeric) The number of the sheet(s)/tab(s) being uploaded 1 if first or only / 2 for second sheet/tab. Work Order Number (alpha fill) Add the column letter from the upload that shows the work order numbers Tech (alpha fill) Add the column letter from the upload file that shows the tech names The third section of the work page is the Import Settings Optional Fields. This section provides the user with multiple fields to fill-in with the letter of the column that the information is located on in the upload file. This sets the parameters for the information to be extracted from the upload. Fill-in the fields that are relevant then click the submit button to save the settings. 90

91 Once the import settings have been entered, saved or saved for current region and are showing in the import setting section the file can then uploaded. In the first section of the work page called Upload Spreadsheet the user will select a Client-Region for the upload. Next they will click on the Click to Upload a File button. This will bring up a pop-up screen for selection of the document file to be selected. Once the file has been selected and the Open button has been clicked on the pop-up screen, the file will begin to be extracted and uploaded. The Click to Upload a File button will not be present in the first section of the work page as the file is being uploaded. The wording Processing File will appear with a circle that is moving to show the file is being uploaded. The example below shows the file being uploaded. 91

92 Once the processing is completed the Click to Upload a File button will reappear. The upper section of the work page now shows blue lettering stating: Work Order Data Entered. The upload file name should appear in the lower section of the work page. The lower section of the work page provides the user the uploaded files that have open jobs. Once the jobs are closed the files will no longer be shown. This section of the work page has six (6) sortable columns. The columns are: File Provides the name of the uploaded file Uploaded Shows the date and time of the upload Work Date Shows the work date of the uploaded file(s) Jobs Shows the total number of jobs on the upload 92

93 Committed Shows the number of committed jobs from the upload Uncommitted Shows the number of uncommitted jobs from the upload A button is on the upper portion of this section of the work page called View Todays Imports. This button brings the user to the pending work orders for the current day. On this work page the user can change a technician or assign a technician to an unassigned work order. There is a check box to be marked to delete the work order. 93

94 Pending Work Orders To get to this work page, the user will select a file from the lower section of the work page called Imports with open jobs or click on the View Todays Imports. The user can assign or reassign a technician, or delete and edit a work order. A View Todays Imports button is located on the upper portion of this section to allow only the current days imports to be viewed. The user will be brought to the Pending work order work page when using the View Todays Imports Button. The current date will be shown in the title bar. 94

95 If the user does not want the current day s files, they will need to select a file under the Imports with open Pending Work Order jobs section of the work page. Once the import has been clicked on the user will be brought to the Pending Work Orders work page. The date of the pending work order will be shown in the title bar for the work page. This work page differs from the Imports from today, with an added Work Date selection. 95

96 The Work Date field will change the date of all the Pending Work Orders included in the import. The user will need to change the date in the Work Date field to the date they want the work order(s) to reflect. Click the update button and the work order date will be updated. Changing Technicians from this work page is made simple with a dropdown list of technicians provided to make a selection from. 96

97 Once the new technician has been selected the user can click the Update button. In the below screenshot shows work order with the current tech number of The technician is being changed to tech number Work order has the delete box on the right side of the work page checked. After making the updates to the work page the user should click the update button to complete the transaction(s). The user will receive a success pop-up. 97

98 Work order number has been updated with the current technician being changed to 2710 using the update button. Work order was not updated. This is due to the actions first entered, updating a tech and deleting a work order, needing to have two separate actions to complete the transaction, (Update or Delete button). To delete a work order the delete button needs to be clicked. To update a technician number the update button needs to be clicked. After checking the delete box, again, for work order , we will use the delete button for the transaction. This time the transaction has been completed and work order has been removed from the work page and deleted from PenguinData. The user will receive a Success pop-up showing Deleted # deleted Pending Work Order 98

99 The screenshot below shows changes being made to every row listed. After making the changes it was realized that they were not needed. Instead of going back to each row, the cancel button was used to reset the page by clearing the changes, removing the check marks, changing tech numbers back. The options menu from this work page provides the user with Single Work Order Entry. 99

100 Single Work Order Entry This options menu selection will bring the user to a work page that will allow them to enter a single work order. Regions and dates are selectable. There is a calendar to select date of the single work order entry. Mandatory Fields: (Default) Work Order Number Technician Company(s) may request additional fields to be made mandatory. After selecting the date and Client-Region, the user will go to the Job Data section of the work page. In this section the user will need to fill in the work order information. Once the work order information has been entered the user will click the submit button to complete the transaction. A pop-up Success showing Job Created will appear. 100

101 The user can verify that the work order has been entered by locating the work order number in the lower section of the work page called Work Order Imports. The user can select a file from the Imports with open jobs section of the work page by selecting the row and clicking on the information in the row. This will bring the user to the Pending Work Orders main work page. If the user clicks on the work order number a pop-up screen will appear with the selected work order in the screen. If the pay period has been closed the user will not be able to make changes to the work order. 101

102 The user will need to close out the pop-up screen showing the work order. This will bring them back to the Pending Work Order work page. The Work Date of the pending work order can be updated in the first section of the Pending Work Orders work page. This will allow the user the option to make changes to the work order. Once a date has been selected from an open pay period and entered into the field, calendar selection is available, click the update button and the work date will be updated. A Success pop-up should appear to verify the update has been accepted. 102

103 The user will now be able to update the work order. When the work order has been completed, click the submit button located under the Category/On Time Data section of the work page. The user should receive a Success pop-up when completed. If a Notice appears correct the errors and try again. 103

104 Categories This menu selection provides the user with the pages to set-up and create/update the data and settings for the Dispatch Module. Dispatch Settings Dispatch>Categories>Dispatch Settings The recipients built here are those who are included, when running the Whiteboard Timeframe Tech Summary Report, to receive the report. The user will enter in the Recipient Name, then the address. There are three (3) selections at this time: Submit Transmits the data into the system/if editing will transmit updated data Clear Removes the entry from the fields / key is only active when creating not editing Delete Deletes the entry from the fields/if editing will delete the recipient from the list 104

105 To edit Timeframe Tech Summary Recipients, the user will click on the recipient they wish to edit. The name of address will turn red when the cursor is placed over the field. When the lettering is red, the user can click on it and the data will be brought to the upper section of the page. When the data is in the upper section, the user can make corrections to the name or address, then the user will click the submit button to transmit the changes. The recipient can also be deleted from the list after being selected for editing. Once the data is in the upper create/edit section of the page, the user will click the delete button and the recipient will be removed. Job Fix Codes Dispatch>Categories>Job Fix Codes Job Fix codes are used in the Post Call. This menu option provides the user with the page to enter the fix codes. 105

106 The user will enter in the Fix Code, then the address. There are two (2) selections at this time: Submit Transmits the data into the system/if editing will transmit updated data Clear Removes the entry from the fields / key is only active when creating not editing To edit Fix Codes, the user will click on the Current Code they wish to edit. The Name or Description will turn red when the cursor is placed over the field. When the lettering is red, the user can click on it and the data will be brought to the upper section of the page. When the data is in the upper section, the user can make corrections to the name or address, then the user will click the submit button to transmit the changes. 106

107 Fix Codes cannot be deleted once created. Mobile Message Responses Dispatch>Categories>Mobile Message Responses Mobile Message Responses are created here. The responses entered here, build the dropdown list selection of mobile message responses. The Mobile Message Responses selection has two (2) sections: Pre-defined Responses this is the create/edit section. Current Responses this lists the responses having been built. The Pre-defined Responses Section has four (4) fields and three (3) buttons. If General is selected for a Category then an additional Sub Category dropdown list will appear for selection. 107

108 Categories provides a dropdown list of categories to select for the message. Sub Category dropdown list of sub categories Responses provides a field to create the message. Enable for Field Mark check box if enabling the response for field personnel Enable for Dispatch Mark check box if enabling the response for dispatch Buttons: Submit Transmits the data into the system/if editing will transmit updated data Clear Removes the entry from the fields / key is only active when creating not editing Delete Deletes the entry from the fields/if editing will delete the recipient from the list The Current Responses section are those responses already built. This section has four (4) sortable columns: Category/Sub Category lists the Category selected upon creation Responses shows the built mobile message response Enabled for Field shows a check if the response is enabled for field Enabled for Dispatch shows a check is the response is enabled for dispatch To edit or delete a Current Response, the user will select the row the response is in, place the cursor in the row and click. This will bring the response up into the upper Pre-defined Responses section and allow the response to be edited or deleted. Categories cannot be edited. If an incorrect category was selected, the response in error will need to be deleted and a new response will need to be made. To edit the response the user will need to enter the correct information and then click submit. To enable either field the user will check mark the box and click submit. To disable a field the user will un-check the box and click submit. To delete a response the user will select the row, when it is in the upper section the user will click the delete button and the entry will be removed. 108

109 Modem Pass Levels Dispatch>Categories>Modem Pass Levels Modem Levels are entered here. The levels entered here create a base for passing diagnostic levels. Connection to cable modem should be steady and within certain signal (db) parameters. The user will enter the Low and High levels for the three (3) power levels: Upstream Power Level (Tx or UP) This is the amount of signal transmitted by the modem to reach the receiver in the cable company head-end Downstream Power Level (Rx or DOWN) This is the amount of signal received by the modem from the transmitter in the cable company head-end. Signal to Noise Ratio (SNR or S/N) This is how clear the signal is at either the modem receiver (downstream SNR) or the receiver in the cable company head-end (upstream SNR) Once the user has entered the Modem Pass Level settings, they will click on the Save button. This will transmit the data into PenguinData. 109

110 Personnel Available Supervisors Dispatch>Categories>Personnel Available Supervisors This is the location to add or remove Tech/Supervisor Group for PM follow up selection. There are two (2) Sections on this screen: Current Techs Available Techs Both sections have three (3) columns. The first two columns are the same for both sections: Tech Number Name The third column has a different heading name in each section. In the Current Techs section, it is named: Remove. In the Available Techs section, it is named: Add. Available techs can be added to the Current techs section, including them on the dropdown list selection for PM Follow up. In the same way, techs in the Current Techs section can be removed from this section and the PM Follow up dropdown listing. 110

111 For a tech to be added or removed, the user will click on the check box in the third column on the tech row. This will then place a check mark in the box to show that the tech on that row is either being added or removed. Once the user has entered all the check marks they need, they will click on the Submit button to transmit the changes. If the user clicks on the Cancel button, all boxes check marked will be cleared and no data will be transmitted. The example shows the Current Techs having been added to the Personnel Available This examples show the dropdown list of available personnel for selection in the PM Follow up & the post call survey Once a tech has been selected for a PM Follow up, or on the Post Call Survey, they will be ed the information, including any notes having been added. The address is listed on the PM Follow up selection. The entered in Workforce>Tech/Employee Data>Tech Info>Tech Information, is the linked to the Personnel. It is important to note that if a tech had been added to the current and becomes and inactive tech in Workforce, the system will not automatically remove them from the Current Techs listing in Dispatch>Categories>Personnel Available Supervisors. 111

112 Post Call Appointment Windows Dispatch>Categories>Post Call Appointment Windows This menu selection is for the creation of Post Call Appointment Times. The Post Call Appointment Window has two (2) sections: Appointment Window Settings Current Time Windows The Appointment Windows Settings section provides the user with a Start Time and an End Time field. The user will enter in times for both fields and click the submit button to transmit the times into PenguinData. Once the times have been transmitted, they can be viewed in the lower Current Times section. To edit a Current Time Windows entry, the user will click on the entry. This will bring it up into the Appointment Window Settings. The user will make adjustments to the time and then click the submit button. The adjusted time(s) will be listed in the Current Time Windows section. The example shows the Current Time window dropdown list in Dispatch>Dispatch Entry>Post Call 112

113 Post Call Notification Dispatch>Categories>Post Call Notification This menu selection provides the user with the area to enter Dispatch Notification Recipients. All recipients included on this list will receive Post Call s sent from dispatch. The Post Call Notification screen has two (2) sections: Notification Current Recipients The Notification section provides the user with a Recipient Name and an field. The user will enter in the information into both fields and click the submit button to transmit into PenguinData. Once the Recipient and have been transmitted, they can be viewed in the lower Current Recipient section. To edit a Current Recipient entry, the user will click on the entry. This will bring the data up into the Notification section. The user will make adjustments to the entry then click the Save button. The adjustments will be listed in the Current Recipients section. A Current Recipient can be deleted by clicking on their row to bring the information up into the Notification section. Once the information is filled, the user will click on the Delete button to delete the recipient. If a recipient has been deleted in error, the user will need to re-enter the information and click submit. 113

114 Post Call Survey Questions Dispatch>Categories>Post Call Survey Questions This menu selection is for the creation of the Post Call Survey. The user will create the questions and enter the question number, to create the Survey. This section is the create/edit section. This section is the Current Questions This section is the Disabled questions section. The Survey Questions screen has three (3) sections: Question section that question is created or edited Current Questions section listing current questions Disabled Questions section listing disabled questions The example below is of the Post Call Survey that has been created. Question: The Question section of this screen, is the area the user will create questions or edit current questions in. In this section there are four (4) fields: 114

115 Question Number (#) is the first field. This field allows the user to number the questions for placement on the Survey. If the user enters the same number for a row, the first question that has been created will be listed first on the survey and the second question created will be placed below the first question with the same number. After entering the question, the user will enter the key for answering the question. Examples of these are: 1 for Yes, 2 for No on the default setting. Enter 5 for best to 1 for worst. Question is the second field in this section. This field is the area to enter the question that will be asked to the customer. The field will expand if needed while the user types, or the user can expand the field by clicking and holding on the lower right corner of the field, where the three lines are shown, and moving the mouse to the size the user would like the field. Customer Answer is the third field in this section. This field is a check box field. The user will check mark this box if they do not want a yes no n/a (default) answer for the question. By check marking this box the survey will show a blank field for the customer to type into. Question Enabled is the fourth field. This field is a check box field. The user will check mark the box to enable the question and remove the check box to disable the question. Current Questions: The Current Questions section of the screen lists all the active (enabled) questions created for the survey. This section has three (3) columns: Question Number (#) is the first column. This column lists the row, placement number, of the question in the survey. Question is the second column in this section. This column lists the questions created. Customer Answer is the third column in this section. This column will be blank unless a custom answer has been marked on a question. When a custom answer has been checked, a green check mark will be listed in this column on the row of the question having a custom answer. 115

116 Disabled Questions: The Disabled Questions section of the screen list all the disabled (inactive) questions created for the survey and not being used. This section has two (2) columns: Question Number (#) is the first column. This column lists the row, placement number, of the question in the survey. Question is the second column in this section. This column lists the questions that had been created and are currently not being used. If the user would like to edit any of the questions that are listed in either the Current Questions section or the Disabled Questions section of the page, they will click on the row to be edited. This will bring the data up into the Question section of the page. The user can make adjustements/corrections to any of the four (4) fields. Once the changes have been made, the user will click on the Submit button to transmit the changes. The changes made will depend upon the placement of the question and the sectiont he question will be resubmitted to. Examples: If question number 1 is changed to number 6 and submitted, the question is placed back in the Current Questions section of the screen, however, it is now listed on the bottom of the list instead of the top of the list. 116

117 If a question is marked as Custom Answer and submit clicked, the user will see a check mark in the Custome Answer column and the survey will show a text field instead of yes/no. If a question is unchecked for Question Enabled, that question will be moved from the Current Questions section to the Disabled Questions section. If a disabled question is check marked as Question Enabled, the question will now be placed in the Current Questions section. If the question is the only item changed, it will be placed back where it had been prior to editing, with the new question showing. 117

118 Pre Call Cancel Recipients Dispatch>Categories>Pre Call Cancel Recipients This menu selection is for the creation of Pre Call Cancel Notifications to recipients via . It provides the selection to send as HTML or Text. The does include the address and order number. There are two (2) sections on this page: Pre Call Notification Current Recipients Pre Call Notification This is the Create/Edit section of the page. There are two (2) fields and three (3) buttons: Recipient Name Fill in field - with recipient name Fill in field recipient address Submit Transmits the data to current recipient section and enters into PenguinData Clear Only clears for newly created prior to submission Delete Deletes the data entered 118

119 Current Recipients This section lists the recipients created in the Pre Call Notification section that are submitted. In this section there are three (3) columns, two (2) which are sortable. The third column provides the user with an option to mark the format selection the will be sent. The three (3) columns are: Recipient Informational Only Informational Only Format Format Selection HTML or Text Format Pre Call No Truck Recipients Dispatch>Categories>Pre Call No Truck Recipients This menu selection is for the creation of Pre Call No Truck Notifications to recipients via . It provides the selection to send as HTML or Text. The does include the address and order number. There are two (2) sections on this page: Pre Call Notification Current Recipients Pre Call Notification 119

120 This is the Create/Edit section of the page. There are two (2) fields and three (3) buttons: Recipient Name Fill in field - with recipient name Fill in field recipient address Current Recipients Submit Transmits the data to current recipient section and enters into PenguinData Clear Only clears for newly created prior to submission Delete Deletes the data entered This section lists the recipients created in the Pre Call Notification section that are submitted. In this section there are three (3) columns, two (2) which are sortable. The third column provides the user with an option to mark the format selection the will be sent. The three (3) columns are: Recipient Informational Only Informational Only Format Format Selection HTML or Text Format Pre Call Reschedule Recipients Dispatch>Categories>Pre Call Reschedule Recipients This menu selection is for the creation of Pre Call Reschedule Notifications to recipients via . It provides the selection to send as HTML or Text. The does include the address and order number. 120

121 There are two (2) sections on this page: Pre Call Notification Current Recipients Pre Call Notification This is the Create/Edit section of the page. There are two (2) fields and three (3) buttons: Recipient Name Fill in field - with recipient name Fill in field recipient address Current Recipients Submit Transmits the data to current recipient section and enters into PenguinData Clear Only clears for newly created prior to submission Delete Deletes the data entered This section lists the recipients created in the Pre Call Notification section that are submitted. In this section there are three (3) columns, two (2) which are sortable. The third column provides the user with an option to mark the format selection the will be sent. The three (3) columns are: Recipient Informational Only Informational Only Format Format Selection HTML or Text Format 121

122 Virtual Whiteboard Settings Dispatch>Categories>Virtual Whiteboard Settings This menu selection provides the user with the page to create Virtual White Board Alerts. The user is brought to the Virtual Board Alert Settings. This page has one (1) section: Virtual Board Settings There are twelve (12) settings available: Requires Dispatch Confirmation on Mobile Not Done for a job to be closed as a not done job, the dispatcher has to put in the code and communicate that information with the tech Show Closed Jobs checking this box allows closed jobs to stay on the VWB. 122

123 Show Office Address - checking this box shows the office address on the VWB map. Show Tech Address - checking this box shows the techs home address on the VWB Map, with a house icon. Late Job Alert numeric entry field enter the time in minutes, prior to a job being late. In the example it is set for 30 minutes prior to appointment. ETA Alert numeric entry field enter the time in minutes, for a job having an ETA set, before alerting dispatch. In the example it is set for 10 minutes prior to appointment. On Site/Late Alert numeric entry field enter the time in minutes, for a job set onsite, to how long the techs should be at the job before notifying dispatch. In the example it is set for 90 minutes on site at the job. Only one can be marked Concise provides the user with the work order number and street address Detailed provides the user with the work order number, street address, city and phone number Example of Concise View Example of Detailed View Allow Selection of Further Dates allows a week into the future to be Accessed Check box marked Check box unmarked 123

124 Disable Defective option on Tech Equipment removes defective check box As an option from the work order With the check box marked not to show defective on work order With the check box unmarked it will show defective on work order Whiteboard Office Groups Dispatch>Categories>Whiteboard Office Groups This menu selection is for the creation of Office Groups. There are four sections on this page: Group The office group name will be entered in this field. Once the office name has been entered, the user will go to the Add Offices and check the office locations associated with the office group, then click submit. Current Office Groups This is where the created office group names will be listed. Remove Offices - This is where the office(s) associated with an office group will be located, and can be removed. The group must be selected for editing for this area to build. Add Offices - This is where the offices are listed for selection. 124

125 To create an office group, the user will enter the group name in the Group Name field, in the group section. They will then go down to the Add Offices section and check mark the boxes in the Add column for the location(s) associated with the group, then click submit. Once the office group has been created, the group name will be listed in the Current Office Group Section of the page. To edit the office group, the user will click on the group name. This will bring the group back into the Current Office Groups section and fill in the associated office(s), in the Remove Offices section. The user can then Remove an office location, Add an office location, or change/alter the office name. To remove a location, the user will check mark the box in the remove column of the Remove Offices section. To add a location, the user will check mark the box in the Add column, on the location row, in the Add Office section. Once a group is created, the name cannot be altered or changed. Only office locations can be added or removed. 125

126 As shown in the above example, a 1 was entered into the group name, Dallas office was checked for removal, Clark County and Electrical have been marked for offices being added. After submitting the changes to the Office Group, the name remains Dallas North. The 1 was not accepted as office names cannot be altered. Dallas office location has been removed and is now listed in the Add Offices section. Clark County and Electrical have been added as current offices associated with the group. They are now listed in the Remove office section and no longer show in the Add Office section. 126

127 View in the VWB, of Office Groups. Dallas North is being selected as an office group filter from the Dallas location. When an office group is selected in an office not attached to group, the location selected on the VWB will go to the associated office(s). In the example below the Clark County location associated with the group is not showing as no jobs are active in that location. To remove the Office Group filter, the user will need to click on the office Group dropdown list and select None. Once the office group filter has been removed, the user will be brought back to the office location they had been in prior to office group selection. 127

128 Whiteboard Tech Statuses Dispatch>Categories>Whiteboard Tech Statuses This menu selection is for the creation of Technician Statuses on the Virtual White Board. The Whiteboard Tech Statuses page provides the user with the sections to create/edit tech statuses for selection. The statuses will help dispatch to know what the tech is currently working on to assist in routing, rerouting and assistance for techs in the field. There are three (3) section on this page: Status Name Status Name this is the create/edit section Enabled Status this section lists all enabled statuses Disabled Status this section lists all disabled statuses This section is the create/edit section. The user will enter the Status information into the fill-in field. Enabled is check marked by default. Once the New status is created, the user will click the submit button to create the status. 128

129 To edit a status, the user will click on the status in the enabled or disabled section. This will bring the status into the Status name section. The user will make the edits wanted, in this example changing Break Time to Break. Then the user will click the submit button to transmit the changes. It is in this section that the user will disable statuses by unchecking the enabled check box, or enabling disabled statuses but checking the enabled check box. Enabled Status There is only one (1) sortable, prefilled columns in this section called Status Name. The enabled statuses will be listed in this section and can be selected for editing. Disabled Status There is only one (1) sortable, prefilled columns in this section called Status Name. The disabled statuses will be listed in this section and can be selected for editing. 129

130 Statuses as shown on the VWB Work Order Not Done Recipients Dispatch>Categories>Work Order Not Done This menu selection is for the creation of Notifications for Work Orders having Not Done Codes. It provides the selection to send as HTML or Text. There are three (3) sections on this page: Not Done Notification Supervisor Current Recipients Not Done Notification This is the Create/Edit section of the page. There are two (2) fields and three (3) buttons: 130

131 Recipient Name Fill in field - with recipient name Fill in field recipient address Supervisor Submit Transmits the data to current recipient section and enters into PenguinData Clear Only clears for newly created prior to submission Delete Deletes the data entered This section provides the user with a check box. The user will check mark the box if they want to Auto a notification to the Tech Supervisor when a Not Done Work Order is submitted. Current Recipients This section lists the recipients created in the Not Done Notification section that are submitted. In this section there are three (3) columns, two (2) which are sortable. The third column provides the user with an option to mark the format selection the will be sent. The three (3) columns are: Recipient Informational Only Informational Only Format Format Selection HTML or Text Format 131

132 Reports This menu selection provides the user with the reports for the Dispatch Module. Reports are listed into the appropriate sections: Post Call Pre Call Rosters Whiteboard/Work Order Post Call Post Call Daily Summary Dispatch>Reports>Post Call Daily Summary This report provides the user with a Daily Summary of Post Calls per tech. 132

133 The page is called Post Call Daily Report. The Post Call Daily Report page has two (2) sections: Options Options Omit Work Types There is one (1) Option field for the report: Date Select Manual or calendar select field Omit Work Types This section will list the enabled Work Types that have been created in Workforce>Categories>Work Order Work Type Codes. This section provides the user with check boxes for each work type to mark for omission from the report. There is an All option. This option omits all work types from the report. The user will select a date, default is current day, in the options section. Next they will omit any work type not wanted to view on the report. Once they have completed the selections, they will click the View Report button. The report information: Each tech will be listed in a grouping. The top header for each grouping is the tech name. The next row provides a First call time and a last call time. The next row is the column header row. This row has five (5) columns: Status Last Called Close Time Phone Address The bottom of each grouping provides four (4) yellow, total, rows having three (3) columns each. Rows (1 st Column): Total call for Tech Total Resolved Total Closed Total Opened 133

134 Columns: Rows (1 st Column) Totals for each row Percentage for each row The bottom of the report, there are additional totals for all post calls. This section provides five (5) yellow, total, rows having three (3) columns each. Rows (1 st Column): Columns: Total Jobs Total Calls Total Resolved Total Closed Total Opened Rows (1 st Column) Totals for each row Percentage for each row Report has been modified to fit page 134

135 Post Call Issues Dispatch>Reports>Post Call - Issues This report provides the user with a listing of Post Calls that have reported Issues. The page is called Post Call Issues. The default date range for the report is the current date. The page has one (1) section: Options There are two (2) Options fields for the user to select from for the report: Start Date Manual or calendar select field End Date - Manual or calendar select field Each post call reporting an issue will be listed in a section having two rows. There is a header row for each column of the first issue row. The report information provided for each call is: Row One: Tech Work Order Number Work Date Phone Number Address Customer Name Issued To Caller Row Two: Last Call Notes 135

136 Date Time Issue Reported At the bottom of the report is a yellow row showing the Total Number of issues reported on the list, for the date range entered. Post Call Modem Levels Dispatch>Reports>Post Call Modem Levels This report provides the user with a listing of post call modem levels. The work page is called Post Call Modem Levels Report. The work page has one (1) section: Options There are two (2) Options fields for the user to select from for the report: Start Date Manual or calendar select field 136

137 Show Failed Only Check Box, to see only failed levels Show as Spreadsheet Check Box, to view as a spreadsheet View Report This Report is not currently active. Post Call Open Issues Dispatch>Reports>Post call Open Issues This report provides the user with a listing of Open Post Calls that have pending issues. The work page is called Post Call Open. The work page has one (1) section: Options There is one (1) Options fields for the user to select from for the report: Show as Spreadsheet Check Box, to view as a spreadsheet Each post call event will be listed in a grouping. The report has nine (9) column headers: Tech Work Order Work Date Phone Address Customer Name Issued To Caller Last Call A second row is included in each issue grouping showing any notes attached to the call. At the bottom of the report is a yellow row showing the total number of issues listed. 137

138 Default Report Show as Spreadsheet selected 138

139 Post Call Summary Dispatch>Reports>Post Call Summary This report provides the user with a listing of post call types summarized. The work page is called Post Call Summary. The work page has one (1) section: Options There are two (2) Options fields for the user to select from for the report: Start Date Manual or calendar select field End Date - Manual or calendar select field The headers for the report columns (2) are: Type Quantity The report information provided is: Total Jobs Closed Total Calls Made (including 2 nd and 3 rd calls) Total Jobs With Issues Total Jobs Assigned to Supervisor Total Jobs Resolved Total Jobs Closed Total Jobs With Messages Left Total Jobs With No Answer 139

140 Post Call Survey Dispatch>Reports>Post Call Survey This report provides the user with a listing of post call surveys completed. The work page is called Post Call Survey Summary. The work page has one (1) section: Options There are seven (7) Options fields for the user to select from for the report: Techs Drop Down List Account Number Fill In field - number for a specific account or leave blank for all Start Date Manual or calendar select field End Date - Manual or calendar select field Detail Report Check Box for detail Sort by Tech/Date - Check Box Show As Spreadsheet Check Box Each Survey completed will be listed on a row. The column headers are: Date Account Number Tech Questions each has a separate column. A Y or N will be shown in columns on the row of completed surveys. The columns will be blank for those uncompleted surveys. 140

141 The bottom of the report has eight (8) Total Rows: Total Yes Total No Total N/A Total Custom Total Yes Percent Total No Percent Total N/A Percent Total Custom Percent Default Report / Show as Spreadsheet 141

142 Detail Report 142

143 Sort By Tech/Date 143

144 Pre Call Pre Call Daily COD Report Dispatch>Reports>Pre Call Daily COD Report This report provides the user with a call log of Pre Call Daily COD calls. The work page is called Pre Call COD Report. The work page has one (1) section: Options There is one (1) Options field for the user to select for the report: Start Date Manual or calendar select field Each caller will be listed in a grouping. The top header for each grouping is the caller s name. The second row provides a time frame for first call and last call times. The bottom of each grouping provides yellow total rows for that grouping. At the bottom of the report there are total rows providing all callers totals. The report information provided is: Account Number Status Last Called Phone Number Address COD Amount The Total rows for each caller and total for all, have three columns: Total Description Number Of Percentage 144

145 The Total rows for each caller grouping are: Total Calls For Name Total COD For Name (COD Amount listed) Total Resolved Total Closed Total Open The Total rows for all callers are: Total COD (COD Amount listed) Total Calls Total Resolved Total Closed Total Open 145

146 Pre Call Daily Report Dispatch>Reports>Pre Call Daily Report This report provides the user with a listing of Pre Calls Made. The work page is called Pre Call Daily Report. The work page has one (1) section: Options There is one (1) Options field for the user to select for the report: Start Date Manual or calendar select field Each caller will be listed in a grouping. The top header for each grouping is the caller s name. The second row provides a time frame for first call and last call times. The bottom of each grouping provides yellow total rows for that grouping. At the bottom of the report there are total rows providing all callers totals. The report information provided is: Work Order Number Status Last Called Phone Number Address The Total rows for each caller and total for all, have three columns: Total Description Number Of Percentage The Total rows for each grouping are: Total Calls For Name Total Resolved Total Closed Total Open 146

147 The Total rows for all callers are: Total Jobs Total Calls Total Resolved Total Closed Total Open 147

148 Pre Call Summary/Detail Report Dispatch>Reports>Pre Call Summary/Detail Report This report provides the user with a listing of Pre Calls. There are several reports that can be printed here, depending upon the selections made. The work page is called Pre Call Summary. The work page has one (1) section: Options There are seven (7) Options fields for the user to select from for the report: Only one report type can be marked at a time Summary - Check Circle Detail Check Circle Show As Spreadsheet Check Circle Start Date Manual or calendar select field End Date - Manual or calendar select field Show Time - Check Box Show As Spreadsheet Check Box Report Data will vary depending upon what selections have been made. The Summary Report Information is listed in two sections. The Show Time selection is not active for the summary report. Section 1: Date(s) Calls Made Left Message 148

149 Default Summary Report No Answer Wrong Number Disconnected Section 2: Date(s) Accounts Rescheduled Cancelled Confirmed Canceled/Rescheduled Sent There is a yellow Totals row at the bottom of each section. Default Summary with Show as Spreadsheet selected The Detail Report Information is sectioned by date. The date is the header row for each section. Below the header row are the column headings: Account Calls Made Left Message No Answer 149

150 Detail Report Selected Rescheduled Cancelled Canceled/Rescheduled Sent Time Called if check marked There is a yellow Totals row at the bottom of the report. The totals shown include all of the date range selected. Detail Report with Show Time Selected Detail Report with Show Time and Show as Spreadsheet Selected Detail Report with Show as Spreadsheet Selected 150

151 The User Summary Report Information is listed in by user. Each user will have a yellow totals row at the bottom of their section. At the very bottom of the report there is an additional Overall Totals row. This row includes the total for each user. The Show Time selection is not active for the summary report. Each section starts with the User Name shown in mid page on a row. Below the user name are the column headers: User Summary Report Call Date Calls Made Left Message No Answer Rescheduled Cancelled Canceled/Rescheduled Sent Time Called if check marked User Summary Report with Show as Spreadsheet Selected 151

152 Pre Call Summary Graph Dispatch>Reports>Pre Call Summary Graph This report provides the user with a graph report. There are three (3) graphs included on the report: Total Jobs vs Called Jobs Call By Status Calls By Caller The work page to pull the graph report is called Pre Call Summary Graph. The work page has one (1) section: Options There are two (2) Options fields for the user to select from for the report: Start Date Manual or calendar select field End Date - Manual or calendar select field Each graph is split into pie sections. Each pie section has a line drawn to section name. The name shows what is being displayed in the pie section. 152

153 153

154 Rosters Tech Roster Dispatch>Roster>Tech Roster The report provided on this work page is the Tech Roster. The user will set the parameters they want to be shown on the report by filling in the report fields in the Options section. The Title Bar reads Active Tech Roster for the Menu Selection of Active Tech Truck Roster. Parameter settings for Report(s) When selecting a new Pre-Built Report, click back to Custom Report to clear the preset check marks from the Custom Report Options 154

155 Active Tech Truck Roster: On this work page there are four sections: Sites Pre-Built Report Options Custom Report Options Options The sections of the work page provide the user with the fields for report parameter settings. The user will build their report using the fields provided: Sites: (select all or individual location for report) All Sites Check Box Individual Site selections Check Box(s) Pre-Built Report Options: Tech Group: Dropdown List select the Tech Group Group By Tech Group Check Box Show Only Home Office Techs Check Box Custom Roster Default Employee ID Tech Number Last Name Tech First Name - Tech Active Roster Employee ID Tech Number Last Name Tech First Name Tech 155

156 Personal Cell Phone Comp Cell Phone Comp DC Number Start Date Training Level Vehicle Number/Make/Model/Year Plate Number Driver s License Roster Employee ID Tech Number Last Name Tech First Name Tech Date Of Birth (DOB) Start Date Background Date (BG) Motor Vehicle Record Date (MVR) Driver License Number (D/L) Vehicle Insurance Insurance Expires Tabs Expire Social Security Number Roster (SSN) Employee ID Tech Number Last Name Tech First Name Tech Date Of Birth (DOB) Start Date Driver License State (D/L) Driver License Number (D/L) Driver License Expiration (D/L) 156

157 Vehicle Number/Make/Model/Year Plate Number Social Security Number Roster (SSN) Employee ID Tech Number Last Name Tech First Name Tech Date of Birth (DOB) Social Security Number (SSN) Emergency Contact One (1) Address Roster Employee ID Tech Number Last Name Tech First Name Tech Address Personal Cell Phone Company Cell Phone Company DC Number Start Date Training Level Vehicle Number/Make/Model/Year Plate Number Inactive Roster Employee ID Tech Number Last Name Tech First Name Tech Personal Cell Phone 157

158 Company Cell Phone Company DC Number Start Date Training Level Vehicle Number/Make/Model/Year Plate Number Disable Date Terminated After Dropdown List Custom Report Options: provides user with selection for report Address Company Cell Phone Start Date Department Driver License Number (D/L) Insurance Expires Workers Compensation Emergency Contact 2 Pay Home Phone Company DC Number Background Date (BG) Supervisor Driver License Expires Plate Number Federal Tax ID Company Name Personal Cell Phone Motor Vehicle Registration Date Training Level Vehicle Number/Make/Model/Year - Vehicle 158

159 Tabs Expire Social Security Number (SSN) Disable Date Personal DC Number Date of Birth (DOB) Drug Test Date Driver License State (D/L) Vehicle Insurance Pay Category Emergency Contact 1 (Company Specific Fields if any are set-up) Options: Show As Spreadsheet: When this check box is marked the Report will be shown as a spreadsheet. The data in a spreadsheet can be sorted. The Default Date for the report is the current days date. View Report Button: Active Tech Roster Report: View Report This button will transmit the parameters entered by the user into PenguinData for extraction of the requested data. The report will appear in a pop-up browser page or spreadsheet page. The report that is produced is titled: Tech Roster. The report is laid out with the heading on top of the page showing: Report Name Company Name Location - Date Range This report has two sections per office location. The column number will vary on reports depending upon the number of options selected to be shown on the report: Section Header - Light Blue row 159

160 Location Contractors In-House Column Headers Light Blue row Employee ID Employee Remaining Columns depend upon the report or selected options marked. Detail Information White and grey rows Examples of the Tech Roster reports can be viewed on the next few pages. The example below is of the Tech Roster report default settings: Custom Roster. 160

161 The example below is of the Tech Roster report default settings: Active Roster. 161

162 The example below is of the Tech Roster report default settings: Background Roster. 162

163 The example below is of the Tech Roster report default settings: Driver s License Roster. 163

164 The example below is of the Tech Roster report default settings: Social Security Number (SSN) Roster. 164

165 The example below is of the Tech Roster report default settings: Address Roster. 165

166 The example below is of the Tech Roster report default settings: Inactive Roster. 166

167 The example below is of the Tech Roster report with the Show as Spreadsheet having been selected. Items on this example have been modified to fit the page. 167

168 Whiteboard/Work Order Daily Uploaded Work Order Summary Dispatch>Reports>Daily Uploaded Work Order Summary This report provides the user with a summary of jobs per time frame and by points per time frame. A selection can be made to show by work order also. Both reports are ran as spreadsheets. The work page is called Lost Tool Report. The work page has one (1) section: Options There are three (3) Options fields for the user to select from for the report: Only one report type can be marked at a time Date Manual or calendar select field Show By Tech default selection, Check Circle Show By Work Order - Check Circle The Show By Tech Report is split into two (2) sections: Jobs Per Timeframe Points Per Timeframe Each section has the header in Column A in a row with no other data. The number of columns depends upon how many timeframes have been created. The report columns are: Jobs Per Timeframe: Tech Number & Name Number of Jobs Job Points Each Time Frame with number of jobs 168

169 Show By Tech Report Points Per Timeframe: Account Number Tech Number & Name Address Job Points Job Time Show by Work Order Report 169

170 Dispatch Summary Report Dispatch>Reports>Dispatch Summary Report This report provides the user with a listing of Jobs closed by employee and date, with totals. The work page is called Dispatch Summary Report. The work page has one (1) section: Options There are four (4) Options fields for the user to select from for the report: Start Date Manual or calendar select field End Date - Manual or calendar select field Sort By Date default selection, Check Box Show As Spreadsheet - Check Box This report groups each date selected into individual groupings if the Sort By Date, default, setting is check marked. Each grouping has a header row - Jobs Closed On and the Date. The next row is the seven (7) column headers: Employee Completed Completed Percentage Not Done Not Done Percentage Total jobs Total jobs Percentage Each date grouping has two yellow total rows: Totals and Total Jobs Not Done. At the very bottom of the report is an additional grouping: Jobs Closed Totals. This section replaces the Employee column with a Not Closed Out. There is only one yellow row of totals for this grouping. 170

171 Default Sort By Date Default Sort By Date with Show As Spreadsheet selected 171

172 If the Sort by date is not selected, each employee will be listed on a row. This report provides the employees listed in one section, each having their own row of data. There is a header row - Jobs Closed. The report name, company name, location and date are the main header for the report in PDF format and located at the bottom of the data on the spreadsheet format. The next row is the seven (7) column headers: Employee Completed Completed Percentage Not Done Not Done Percentage Total jobs With No check boxes marked Total jobs Percentage With unchecking Sort By Date and check marking show as spreadsheet 172

173 Go Back History Dispatch>Reports>Go Back History This report provides the user with a listing by tech for work order go backs. The work page is called Go Back History Report. The work page has one (1) section: Options There are three (3) Options fields for the user to select from for the report: Start Date Manual or calendar select field End Date - Manual or calendar select field Show As Spreadsheet - Check Box This report groups each tech in their own section with a total row at the bottom of each section. At the very bottom of the report, attached to the last tech is an additional Grand Total row, providing the number of go backs in the time frame selected. Each tech section is headed with the Tech number and name. The next row is the columns header row. There are six (6) columns in this report: Account Date Address Work Type Work Description Resolution Code Example of the reports are shown on the following pages 173

174 Date Range Entered PDF Report - Default 174

175 Date Range Entered with Show as Spreadsheet selected 175

176 Message History Dispatch>Reports>Message History This report provides the user with a listing, by user, of messages sent and responded to in the selected time frame. The work page is called Message History. The work page has one (1) section: Options There are three (3) Options fields for the user to select from for the report: Start Date Manual or calendar select field End Date - Manual or calendar select field Show As Spreadsheet - Check Box This report groups each message in its own section. Each section is headed with the Tech number and name, initiating message. The next row is the columns header row. There are five (5) columns in this report: Work Order Timestamp Type Sent From Message Below the column headers the messages will be listed, starting with the initial message and then listing on separate rows any responses. 176

177 Message Statistics Dispatch>Reports>Message Statistics This report provides the user with statistics on messaging. It is broken into three sections: Message Type Initiating User Responding User The default time frame for this report is eight (8) days. The work page is called Message Statistics. The work page has two (2) section: Sites Options Sites The number of sites included in this section depend upon the number of locations that are built for your company in PenguinData. Each location will be listed with a check box in front of it for selection. At the top of the list is a check box for All Sites. When the All Sites check box is marked, it will check mark all of the location to be included in the report. 177

178 Options There are six (6) Options fields for the user to select from for the report: Start Date Manual or calendar select field End Date - Manual or calendar select field Only one selection of From can be marked at a time From All - Check Circle default selection From Mobile Check Circle From Dispatch - Check Circle Show As Spreadsheet - Check Box The report is headed with the Name of the Location. Below the heading are the section headings, located on a light blue row, in the middle of the page. In each section will be the messages associated with that section type. At the bottom of the report is a yellow row showing the total Messaging Statistics. Message Type Section provides the user with four (4) columns: Message type Average Maximum Time Minimum Time Initiating User Section provides the user with four (4) columns: Last, First Name Average Wait Maximum Wait Minimum Wait Responding User Section provides the user with six (6) columns: Last, First Name First Responder Percentage Average Delay Maximum Delay Minimum Delay 178

179 Default Report Default Report with Show as Spreadsheet selected From Mobile Report 179

180 From Mobile Report with Show as Spreadsheet selected From Dispatch Report From Dispatch Report with Show as Spreadsheet selected 180

181 Mobile/Hard Close Dispatch>Reports>Mobile/Hard Close This report provides the user with a listing of mobile/hard closed jobs. This report provides the user with tech, job number, mobile closed time, dispatch closed time and the difference between the times. The work page is called Mobile/Hard Close. The work page has one (1) section: Options There are two (2) Options fields for the user to select from for the report: Date Manual or calendar select field Default Report Show As Spreadsheet - Check Box Default Report with Show As Spreadsheet selected 181

182 Print Work Order Dispatch>Reports>Print Work Order The report provided on this work page is the Work Order Report. This report is date specific. The user will select a tech or all and then select the work order or all. The Title Bar and the Menu Selection read Print Work Order. Print Work Order: On this work page there are two sections: Filter List: This section of the work page provides the user with a dropdown list of technicians to select from, it includes an All entry for selecting all techs. Work Order Job List: This section of the work page provides the user with a listing of all work orders from a specific date. The last column provides the user with check boxes for selection. There are six columns in this section: Tech - Name Account/Work Order Number Address PDF check mark if PDF File XLS check mark if PDF File Select Individual or All Header has Select all selection to see all work orders 182

183 Parameter settings for Report(s) There is a calendar to the left of the Title Bar heading for the user to select date range by pay period for the reports they are building. Using the calendar selection will auto-fill the dates in the start and end date fields. The user does not need to use the calendar on the Title Bar, they can enter dates manually or use the calendar fill behind the date fields. View Report Button: View Report This button will transmit the data selected by the user into PenguinData for extraction of the requested data. The report will appear in a pop-up browser page or spreadsheet page. The button on this work page is located to the far right of the work page in the last column. Work Order Report: The report that is produced is titled: Work Order Report. The report is laid out with the heading on top of the page showing: Report Name Company Name Location - Date 183

184 This report has six sections: Work Order Data Tech Account/Work Order Number Client Code Region Customer Data Address City State Zip Code 184

185 Payment Data COD/Cash Money Order Job Code Data Check Amount Check Number Job Codes Quantity Job Code Description Miscellaneous Data Comments Misc. Information entered on the work order Comments Images Each work order that has been selected will be listed on its own page. The Work Order Report will be listed in the sort order of the Tech column on the Print Work Orders work page. 185

186 Whiteboard Not Done Report Dispatch>Reports>Whiteboard Not Done Report This report provides the user with a listing of not done jobs, grouped by the Not Done Code(s). The work page is called White Board not Done Report. The work page has one (1) section: Options There is one (1) Options field for the user to select from for the report: Date Select Manual or calendar select field Each Not Done Code be listed in a section, some codes will be grouped together to make a section. The top header for each section, green row, shows the Not Done Code or Codes that are grouped in that section. The next header, on a yellow row provides the user with the column headings. Column headings will vary depending upon the Not Done grouping. For the grouping of Door Tagged, Cancels and rescheduled the day of installs, the column headers are: Job Number City Type of Job Tech Number Time Frame Door Tag time Job Closed time 1 st Call - time 2 nd Call - time 3 rd Call - time COD Notes Detailed Why Not Done At the bottom of the job listings for this section are two additional rows: Jobs Issued Completed Completion (percentage) Possible VODs Completed Completion (percentage) 186

187 For the grouping of Go Backs, the column headers are: Job Number City Tech Go Back Detail Go Back Fix Detail Whiteboard Status Report Dispatch>Reports>Whiteboard Status Report This report provides the user with a current snapshot of the Dispatch Virtual Whiteboard. The report groups the jobs by status type such as: Opened, Closed, Tagged, Onsite, ETA Late The work page is called Whiteboard Status Report. The work page has one (1) section: Options There are four (4) Options fields for the user to select from for the report: Date Manual or calendar select field Only one selection can be marked at a time Tech Number - Check Box Job Status - Check Circle; Default marked 187

188 Show As Spreadsheet - Check Box Each status grouping of jobs has a first header that gives the status name, such as: Tagged, Closed The second heading row is the column headers: Account Address City State Zip Code Tagged Time Only for Tagged Jobs Tech Work Type At the bottom of each section is a total number of jobs for that grouping. Whiteboard Timeframe Tech Summary Dispatch>Reports>Whiteboard Timeframe Tech Summary This report provides the user with a listing of jobs assigned per tech, per timeframe and the status: if on-site, number of jobs opened, maps code and total jobs assigned. The work page is called Whiteboard Timeframe Tech Summary. 188

189 The work page has one (1) section: Options There are three (3) Options fields for the user to select from for the report: Time Frames Dropdown list of time frames or All selection Tech Group - Dropdown list of tech groups Report - Check Box 189

190 Work Order Mobile Closeout Chart Report Dispatch>Reports>Work Order Mobile Closeout Chart Report This report provides the user with four (4) pie charts showing the Mobile Closeout. The work page is called Work Order Mobile Closeout Report. The work page has one (1) section: Options There are four (4) Options fields for the user to select from for the report: Start Date Manual or calendar select field End Date - Manual or calendar select field Group By Office - Check Circle Group By Tech Group - Check Circle There are four (4) Charts: (Group By Office) Completion/Not Done Total of jobs shown and Location Dispatch Completed number of jobs and percentage Dispatch Not Done - number of jobs and percentage Mobile Completed - number of jobs and percentage Tech Mobile Usage - Location Techs Not Using Mobile number of jobs and percentage Techs using Mobile number of jobs and percentage Tech Mobile Completion Location Dispatch Completed number of jobs and percentage Mobile Completed - number of jobs and percentage 190

191 Tech Mobile Not Done Location Dispatch Not Done number of jobs and percentage Default Group By Office The Group By Tech Group selection provides the user with a Bar Chart showing the Group Members/Type Mobile Complete Percentage By Group. On the following pages of this report, each group member/type has a pie graph showing the following: four (4) Charts Completion/Not Done Total of jobs shown and Location Dispatch Completed number of jobs and percentage Dispatch Not Done - number of jobs and percentage Mobile Completed - number of jobs and percentage Tech Mobile Usage - Location Techs Not Using Mobile number of jobs and percentage Techs using Mobile number of jobs and percentage 191

192 Tech Mobile Completion Location Dispatch Completed number of jobs and percentage Mobile Completed - number of jobs and percentage 192

193 Work Order Mobile Closeout Report Dispatch>Reports>Work Order Mobile Closeout Report This report provides the user with a listing of tools marked as lost. The work page is called Lost Tool Report. The work page has one (1) section: Options There are eleven (11) Options fields for the user to select from for the report: Client - Region Dropdown List Tech Type Dropdown List Tech Group Dropdown List Start Date Manual or calendar select field End Date - Manual or calendar select field Only one selection can be marked at a time Only one Sort selection can be marked at a time Detail default selection, Check Circle Summary Check Circle Sort By Tech default selection, Check Circle Sort By Region Check Circle Sort By Region Check Circle Show As Spreadsheet - Check Box 193

194 This report groups each tech into a separate section. Each Section has a blue header row that has the tech number and name listed. The next row is the column headers: Job Number Address Date Completed Mobile Closed Dispatcher Closed Mobile Closed time Each date tech section has two yellow total rows at the bottom of their section: Total Headings (12) and Totals. Totals Total Jobs Total Complete Mobile Complete Mobile Complete/Total Jobs Percentage Mobile Complete/Total Complete Percentage Total Not Done Mobile Not Done Mobile Not Done/Total Jobs Percent Mobile Not Done/Total Not Done Percent Total Mobile Total Mobile Percent 194

195 Work Order Not Done Summary Dispatch>Reports>Whiteboard >Work Order Not Done Summary This report provides the user with a listing of Not Done work orders per Tech. The default report is for the current date. The work page is called Work Order Not Done Summary. The work page has one (1) section: Options There are three (3) Options fields for the user to select from for the report: Start Date Manual or calendar select field End Date - Manual or calendar select field Show As Spreadsheet - Check Box This report groups each tech into a separate section. Each Section has a blue header row that has the tech number and name listed. The next row is the column headers: Date Job Type Work Order Number Account Number Address Not Done Code Not Done Reason QTN Number Approved Not Done Comments Dispatcher Closed 195

196 Each section has a yellow totals rows at the bottom, showing the number of Not Done Jobs for that time frame selection. Work Order Parse Management Dispatch>Reports>Work Order Parse Management This report provides the user with a listing of tools marked as lost. The work page is called Work Order Resolution Codes. The work page has one (1) section: Options There are six (6) Options fields for the user to select from for the report: Start Date Manual or calendar select field End Date - Manual or calendar select field Client - Region Dropdown List Tech Type Dropdown List Tech Group Dropdown List Show As Spreadsheet - Check Box 196

197 This report groups each tech into a separate section. Each Section has a blue header row that has the tech number and name listed. The next row is the column headers: Address City/State Zip Code Work Order number Account Number Date Code Each section has a yellow totals rows at the bottom. This row shows Total Jobs and Total Codes count. The bottom of the report has a light green row showing the totals for all techs: Total Jobs and Total Codes. 197

198 Work Order User Closeout Report Dispatch>Reports>Work Order User Closeout Report This report provides the user with a listing of closed work orders and who closed them. The work page is called Work Order Closed Report. The work page has one (1) section: Options There are four (4) Options fields for the user to select from for the report: Start Date Manual or calendar select field End Date - Manual or calendar select field Show Modem Level - Check Box (Spreadsheet format) Show As Spreadsheet - Check Box There are five (5) columns, without modem levels being selected. The report information provided is: Account Number Date Address Closed By Time Modem Levels when selected. At the bottom of the report is a yellow row that provides the user with a total closed count of jobs included in the time frame selection. 198

199 Default Report PDF Format Show Modem Level when checked is a spreadsheet. Show as Spreadsheet selected 199

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201 Work Order Without Account Number Dispatch>Reports>Work Order Without Account Number This report provides the user with a list of work orders that do not have account numbers attached to them. The second section of this report provides the user with an area to attach an account number to those that do not have any. The work page is called Work Order Closed Report. The work page has two (2) sections: Options Closed Work Orders Without Account Numbers. Options: There are four (4) Options fields for the user to select from for the report: Start Date Manual or calendar select field End Date - Manual or calendar select field Omit Not Done - Check Box Show As Spreadsheet - Check Box 201

202 This report groups closed work orders and open work orders into separate sections. Each Section has a blue header row that has the work order status. The next row is the column headers: Date Work Order number Dispatcher Address Each section has a yellow totals rows at the bottom. This row shows the Total work order count for that section. Default Report Show As spreadsheet selected 202

203 Closed Work Orders Without Account Numbers: This section has five (5) columns, four (4) which are sortable. The fifth column provides the user with a field to enter the missing account number into. Once the user is done entering the account numbers, they will click on the Save Account # button located in the header of the column to save the account numbers to the work orders. 203