Dispatcher Guide

What you own

The dispatcher is the air traffic controller of the company. The CSR fills the board; you make it work in the real world, where jobs run long, parts are missing, technicians get sick and emergencies arrive at 2 PM.

You own:

• Building tomorrow's board so technicians start close to home and drive as little as possible.
• Confirming tomorrow's jobs with customers.
• Making sure every technician knows their first job and has what they need.
• Tracking job status all day: dispatched, on the way, working, done.
• Warning customers before a window is missed, with a new time.
• Inserting emergencies and moving displaced jobs with care.
• Closing out the day: every job completed, rescheduled, on hold with a reason, or cancelled.

You do not own: pricing, approving technician overtime, changing a technician's skills or license scope, or making refund decisions. Those belong to the operations manager.

KPIs that matter

KPI	Narqix standard	Why it matters
On-time arrival within window	95 percent or higher	Customers judge the company on punctuality first
Customers told before a missed window	100 percent	The late rule protects trust and reviews
Next-day confirmations attempted	100 percent by 5 PM customer local time	Fewer no-shows and wasted trips
Unconfirmed jobs called	100 percent before end of day	Catches wrong numbers and changed plans
Emergency insert time	P1 assigned within 10 minutes (client may set its own)	Safety and revenue
Displaced customers called	100 percent before the technician leaves	Prevents surprise no-shows
Technician utilization (awareness)	Strong teams run about 60 to 80 percent	Too low wastes paid hours, too high burns people out
End-of-day board closed	100 percent of jobs in a final state	Clean data for follow-up and billing
Note quality	95 percent or higher on audit	Everyone reads your notes

Your daily rhythm

Dispatch shifts may follow the US morning (Bangladesh evening and night) for live dispatch, or the US afternoon for board building. Your campaign sets your scheduled shift.

Start of the US day

1. Read the overnight emergency log and the previous shift handoff.
2. Check the weather. Adjust priorities per client weather rules.
3. Confirm every technician is rolling to job one, has the address, access notes and any parts. Note who is late or out.
4. Fix gaps: a sick technician's jobs go to others by zone and skill, or get rescheduled. Call every affected customer.

During the day

• Watch job statuses. A job "working" far longer than its normal length may need a check-in with the technician.
• Thirty minutes before a window would be missed, call the customer (late rule).
• Insert P1 and P2 calls per the Priority and Dispatch Standard.
• Move cancellations: fill freed windows from the cancellation list or with P2 calls.
• Send "on the way" messages if your client does not automate them.
• Route replacement opportunities from technicians to the comfort advisor calendar.
• Answer technician questions in the team channel quickly. A technician waiting on you is not earning.

Afternoon: build tomorrow

1. Review tomorrow's jobs by zone and skill.
2. Put each technician's first job near their start point.
3. Keep a floating slot in peak season if your client wants it.
4. Check job types and durations: an install cannot sit in a 2-hour service slot.
5. Send confirmations by text by 5 PM customer local time. Call anyone unconfirmed.
6. Flag jobs that need parts, permits, a ladder, or two technicians.

End of day

1. Every job completed, rescheduled, on hold with reason and date, or cancelled with reason.
2. Holds passed to the follow-up team.
3. Shift handoff written for the next shift or on-call.

Tools you use (generic)

• Field service management system: dispatch board, job statuses, technician schedules, maps, customer records
• Phone and texting platform for customer updates
• Team channel for technician communication
• Calendar for comfort advisor and install crew scheduling
• Your client's skill matrix (who can do what) and zone map

Handoffs

You receive from	What	You pass to	What
CSR	Booked jobs, emergencies, schedule questions	Technicians	Jobs with complete notes, access info, history, parts needed
Technicians	Status updates, delays, parts needs, replacement leads	Customers	Confirmations, on-the-way updates, delay calls
On-call shift	Overnight emergencies and outcomes	Follow-up rep	Jobs on hold, open estimates from today
Operations manager	Technician availability, overtime approvals, rules	Comfort advisor	Replacement leads with technician notes
		Review assistant	Completed jobs list for review requests

The confirmation and on-the-way standard

Day before: text confirmation with the window and a simple reply option. Call anyone who does not confirm by your client's cut-off.

Morning of: if your client sends a morning reminder, check it went out.

On the way: the customer gets a message when the technician leaves for their home, ideally with the technician's name and photo link if the client provides one.

Running late: a call (not just a text) before the window closes.

Full wording is in the script "Dispatch Confirmation and On-the-Way Call".

Quality checklist

• Tomorrow's board built by zone and skill, first jobs near start points
• Job types and durations match the work
• All next-day confirmations sent by 5 PM customer local time, unconfirmed called
• Every technician confirmed rolling to job one
• No window missed without a customer call beforehand
• Every emergency insert approved per client rules and displaced customers called
• Every status change noted with time and reason
• End-of-day board fully closed

Common mistakes

1. Building the board by booking order, not by map. Technicians spend their day driving.
2. Trusting a status without checking. If a technician has been "on the way" for 90 minutes, something is wrong. Ask.
3. Texting bad news. A delay deserves a call. Text only if you cannot reach them, and say you tried to call.
4. Inserting an emergency without telling displaced customers. You fixed one problem and created three.
5. Booking the wrong skill. A residential service technician sent to a commercial rooftop unit, or a plumber without the right gas license.
6. Leaving holds without a date. Holds without follow-up dates become lost revenue.

Escalation rules

Situation	Escalate to	How fast
Technician unreachable for more than 30 minutes during working hours	Operations manager	Immediately
Technician reports an accident, injury or unsafe home	Operations manager	Immediately
Customer refuses entry, is aggressive, or a technician feels unsafe	Operations manager, technician leaves	Immediately
P1 with no qualified technician available	On-call manager	Within 10 minutes
Customer complaint about a technician	Operations manager	Same day
Board cannot absorb the day's demand (for example after a heat wave starts)	Operations manager, to decide overtime or overflow	As soon as you see it

Check yourself

1. By what time are next-day confirmations sent, and what happens to the unconfirmed?
2. A technician calls in sick at 7:30 AM with five jobs booked. What are your first three actions?
3. Why is a missed window communicated by phone rather than only by text?
4. Name the four end-of-day job states.
5. A technician says the customer wants a quote for a new system. Who gets that lead?

Answers

1. By 5 PM customer local time. Unconfirmed customers get a phone call before end of day.
2. Tell the operations manager, re-assign jobs by zone and skill to available technicians, and call every affected customer with a new window or new day.
3. Because a call shows respect, lets the customer choose a new option, and confirms they actually got the message.
4. Completed, rescheduled, on hold with reason and date, cancelled with reason.
5. The comfort advisor, booked through the client's replacement consultation process.

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