Good morning, Marcus
Six jobs today, 128 miles, and one part you need is not on the van.
Jobs today6128 miles
First appointment08:30Halden Group
Parts short1for the 13:00 job
Completed this week2394% first-time fix
Before you set off
3 openPump seal kit not on the vanNeeded for the 13:00 job - collect from stores or reorderParts short
Emergency job added at 15:00Kelso Logistics, no heating - your last job moves to tomorrowEmergency
Van safety check not completedRequired before first jobAction
My jobs
Today in order, with the window each customer was promised.
Today
| Time | Customer | Job | Type | Window | Status |
|---|---|---|---|---|---|
| 08:30 | Halden Group | Annual service | Planned | 08:00 - 10:00 | Complete |
| 10:15 | Bracken Retail | Fault, no cooling | Reactive | 10:00 - 12:00 | On site |
| 13:00 | Marlow Foods | Pump replacement | Planned | 13:00 - 15:00 | Parts short |
| 15:00 | Kelso Logistics | Emergency, no heating | Emergency | Within 4 hrs | Assigned |
| 16:30 | Ashby Media | Annual service | Planned | 16:00 - 18:00 | Moved |
| Tomorrow | Cardan Systems | Fault, intermittent | Reactive | 09:00 - 11:00 | Scheduled |
Nothing matches that search.
An emergency job displaces planned work automatically, and the moved customer is notified.
Job sheet
Completed on site, offline, with photos and a signature.
Bracken Retail - fault, no cooling
Job sheets work without signal. Everything captured here syncs when you get back into coverage, so the office knows what happened without a phone call at six o'clock.
- Arrival and departure recorded automatically
- Fault found and work done, from a defined list
- Parts used, deducted from van stock
- Photos before and after
- Customer signature on the device
- Follow-up flagged if the fix is temporary
Recent job sheets
| Date | Customer | Fault found | Parts used | Signed | Outcome |
|---|---|---|---|---|---|
| 01 Sep | Halden Group | None, service only | Filter set | Yes | Complete |
| 31 Aug | Cardan Systems | Faulty thermostat | Thermostat | Yes | Complete |
| 31 Aug | Ashby Media | Blocked condensate | None | Yes | Complete |
| 30 Aug | Kelso Logistics | Worn pump seal | None - part short | Yes | Follow-up |
| 29 Aug | Marlow Foods | Low refrigerant | Refrigerant | Yes | Complete |
Nothing matches that search.
A temporary fix is recorded as a follow-up, so it comes back as scheduled work rather than a repeat callout.
Van stock
What you are carrying, and what the day's jobs need.
Stock on van
| Part | Held | Minimum | Needed today | Status |
|---|---|---|---|---|
| Pump seal kit | 0 | 1 | 1 | Short |
| Filter set | 3 | 2 | 1 | Healthy |
| Thermostat | 1 | 1 | 0 | At minimum |
| Refrigerant, 5kg | 2 | 1 | 0 | Healthy |
| Condensate pump | 1 | 1 | 0 | At minimum |
| Fixings, assorted | 1 box | 1 | 0 | Healthy |
Nothing matches that search.
Van stock is checked against the day's jobs overnight, so a shortage is known before you set off.
Dispatch board
Every engineer's day, with skills and travel accounted for.
Jobs today345 engineers
Unassigned2both need refrigeration
At risk of breach4within 2 hours
Today
| Engineer | Jobs | Miles | First | Last | Skills | Status |
|---|---|---|---|---|---|---|
| Marcus Bell | 6 | 128 | 08:30 | 16:30 | Refrigeration, gas | Full |
| Daniel Novak | 7 | 142 | 08:00 | 17:00 | Gas, electrical | Full |
| Sara Duarte | 5 | 96 | 09:00 | 16:00 | Electrical | Capacity |
| Tom Ellery | 6 | 118 | 08:30 | 16:30 | Refrigeration | Full |
| Elena Fischer | 4 | 74 | 09:30 | 15:00 | Gas | Capacity |
Nothing matches that search.
Two unassigned jobs need refrigeration skills, and both qualified engineers are already full.
SLA clocks
Response and fix timers per contract, with breach warnings while there is time.
Live clocks
| Job | Customer | Contract | Type | Target | Remaining | Status |
|---|---|---|---|---|---|---|
| JB-8841 | Kelso Logistics | Platinum | Response | 4 hrs | 1h 10m | At risk |
| JB-8836 | Bracken Retail | Gold | Fix | 8 hrs | 2h 40m | At risk |
| JB-8829 | Marlow Foods | Gold | Fix | 8 hrs | 5h 20m | On track |
| JB-8820 | Halden Group | Silver | Response | 24 hrs | 18h | On track |
| JB-8812 | Ashby Media | Silver | Fix | 48 hrs | 41h | On track |
Nothing matches that search.
Clocks pause while a job is awaiting parts or customer access, and the pause is recorded.
Skills and SLAs
Who may be sent to what, and what each contract promises.
Contract levels
| Level | Response | Fix | Cover | Customers | Status |
|---|---|---|---|---|---|
| Platinum | 4 hrs | 8 hrs | 24/7 | 6 | Active |
| Gold | 8 hrs | 24 hrs | Extended hours | 18 | Active |
| Silver | 24 hrs | 48 hrs | Working hours | 42 | Active |
| Ad hoc | Best effort | Best effort | Working hours | 96 | Active |
Why skills are enforced at dispatch
Sending an unqualified engineer wastes a visit and, on gas or refrigeration work, creates a real safety and certification exposure. The board will not let it happen quietly.
- A job records the skills and certifications it requires
- The board only offers engineers who hold them
- An expired certification removes an engineer from that work
- Overriding a skill match requires a manager and a reason
- Travel time between jobs is included in the day, not ignored
- Every override is written to the audit log
Audit log
Every assignment, override and SLA pause. Retained for seven years.
Events
| When | Actor | Action | Target | Source |
|---|---|---|---|---|
| 01 Sep 09:20 | Tom Ellery | Assigned emergency, displaced planned job | JB-8841 | web |
| 01 Sep 06:00 | System | Flagged van stock short against today's jobs | Marcus Bell | scheduler |
| 31 Aug 16:40 | Marcus Bell | Completed job sheet with signature | Cardan Systems | mobile |
| 30 Aug 14:10 | Marcus Bell | Recorded temporary fix, follow-up raised | Kelso Logistics | mobile |
| 29 Aug 11:00 | Tom Ellery | Paused SLA clock, awaiting customer access | JB-8790 | web |
Nothing matches that search.
JOB-8841, no heat
One job: the fault, the parts and the clock.
En routeSLA breaches in 46 minutesJOB-8841 · Northgate Retail Park · boiler, no heat · Marcus Bell
Four-hour response on a priority contract, called in at 09:12. The engineer is twenty minutes out but does not have the pump the fault code points at, and the nearest one is at Selby.
SLA remaining46 minof a 4-hour response
Engineer ETA20 minfrom Harrowgate
Parts on van2 of 3pump not carried
Visits this year42 for the same fault
The fault
ReportedNo heat, plant room · 09:12 by the site manager
Fault codeE04 · circulation pumpDiagnosed remotely
AssetBoiler 2 · installed 2019 · under contract
PreviousSame code in March and JuneThird time
Third failure of the same component in six months. The job will close today; the contract review is the actual fix.
Parts
Circulation pumpNot on the van · 1 at Selby, 2 in storesNeeded
GasketsOn the vanAvailable
Pressure sensorOn the vanAvailable
Selby is 35 minutes away, which is longer than the SLA has left. Sending it now means a second visit rather than a breach on this one.
Timeline
Called in09:12 · site manager
Triaged and coded09:24 · remote
Assigned to Marcus Bell09:31 · nearest with the skill
En route12:48 · after a job overran at CavellLate
SLA expires13:1246 minutes
Three hours between assignment and travel. The overrun at Cavell is what put this job at risk, not the drive.
Raise a job
What is wrong, where, and how fast it must be fixed.
The call
What the SLA will be
ContractNorthgate · priority cover4 hours
Clock startsOn the call, not on assignment09:12
Breaches at13:12
Out of hoursNot applicable · weekday
The clock starts when the phone rings. Assigning quickly does not buy time, it only uses less of it.
Who can take it
Marcus BellHarrowgate · 20 min · has the skillNearest
Ingrid SolbergSelby · 35 min · has the partHas the part
Chiara MorettiCavell · 55 min · has bothToo far
Nearest and best-equipped are rarely the same engineer. The board shows both rather than picking for you.
Parts request
What is needed, where it is and how it gets there.
Open requests144 blocking a job
Same-day fulfilled68%target is 85%
Van stock value$41,200across 9 vans
Stockouts this month116 were the same 3 parts
Requests
4 blocking| Request | Part | For job | Where it is | Needed by | Status |
|---|---|---|---|---|---|
| REQ-2214 | Circulation pump | JOB-8841 | Selby, 35 min | Today 13:12 | Blocking |
| REQ-2213 | Fan belt set | JOB-8836 | On the van | Today | Fulfilled |
| REQ-2211 | Pressure sensor | JOB-8829 | Stores | Tomorrow | In transit |
| REQ-2208 | Compressor | JOB-8814 | On order | 12 Sep | On order |
| REQ-2204 | Thermostat | JOB-8801 | Stores | Overdue 2 days | Blocking |
Three parts account for six of eleven stockouts. Carrying them on every van costs less than one breached priority job.
A part that blocks a job is not a stores problem, it is an SLA problem, which is why this screen sits with the jobs rather than under inventory.
Quote from a job
Work found on site that is not covered.
DraftFrom JOB-8841Northgate Retail Park · raised on site by Marcus Bell
The pump is the third failure in six months and the flue is corroded beyond the contract. Both were found on a covered visit; neither is covered work.
Quoted work
$1,780| Line | Why | Labour | Parts | Total |
|---|---|---|---|---|
| Replace circulation pump | Third failure, out of warranty | $180 | $340 | $520 |
| Flue section renewal | Corroded, outside contract scope | $420 | $680 | $1,100 |
| Pressure test and certify | Required after flue work | $160 | $0 | $160 |
Priced from the rate card on the contract, not from a list. The customer can check the rates against their own agreement.
Approval
EngineerMarcus Bell · raised on siteDone
SupervisorOver $1,000Waiting
CustomerNorthgate facilitiesNot sent
Nothing reaches the customer until the internal approval is in, because a quote withdrawn after sending costs more than one that waited an hour.
If it is declined
- The pump failure is logged against the asset either way
- The contract review flags a third failure in six months
- The flue stays on the register as known and unremedied
- A declined quote is evidence, not a dead end
Route plan
The day laid out, and what the travel is costing.
Jobs today34across 9 engineers
Travel time31%of the working day
Second visits618% of jobs
At risk of breach3all priority cover
Travel against wrench time
By engineerBram and Nils cover the two rural patches, so their travel is geography rather than planning. The other three are routable.
Today at risk
3 at riskJOB-8841 · NorthgateBreaches 13:12 · part at Selby46 min
JOB-8844 · CavellBreaches 15:40 · engineer overrunning2h 14m
JOB-8849 · SelbyBreaches 16:00 · unassignedUnassigned
Route planning here is advisory. The board does not move an engineer automatically, because the reason a job overran is usually not in the data.
Reports: activity
Volume and throughput, by owner and by trade.
Jobs this month684across 4 sites
Opened this month684against 641 closed
Median age1.8 daystarget is next working day
Owned by nobody9oldest is 2 days
By engineer
This quarter| Engineer | Open | Closed | Median days | Overdue |
|---|---|---|---|---|
| Chiara Moretti | 8 | 96 | 1.4 | 2 |
| Marcus Bell | 11 | 88 | 1.6 | 3 |
| Ingrid Solberg | 9 | 84 | 1.9 | 4 |
| Bram de Vries | 7 | 71 | 2.4 | 6 |
| Unassigned | 9 | 0 | - | 9 |
Median days is call to close. The unassigned row is nine jobs nobody has picked up, and every one of them is already overdue.
By trade
This quarterVolume over time
12 weeksJobs raised per week. The autumn rise is heating callouts and arrives every year, so it is a staffing decision rather than a surprise.
Reports: performance
Against target, with the gap named.
Against target88%of SLAs met this month
Best engineerChiara Moretti96% met
WorstUnassigned0%, nobody is going
Trend-3 ptson last quarter
Against target by trade
100 is the targetSLA is measured from the call, not from assignment. Bram covers the rural patch where the drive alone is most of a four-hour window.
What moved
Rule-derivedSLA attainment down 3 pointsEvery miss traces to a part not on the vanDown
Second visits up to 18%Three parts account for six of eleven stockoutsDown
Travel down 2 pointsSince the Cavell patch was redrawnUp
Threshold rules over the figures above, not a model. Each line names the number it came from so you can disagree with it.
Reports: exceptions
What breached, what is late and what nobody owns.
Breached11SLA missed this month
At risk3inside 48 hours
Unassigned9no owner at all
Reopened6closed then raised again
Exceptions
11 open| Job | Site | Why it missed | Over by | Contract |
|---|---|---|---|---|
| JOB-8801 | Northgate | Part not on the van | 2 days | Priority |
| JOB-8814 | Cavell | Part on order | 5 days | Priority |
| JOB-8829 | Selby | Unassigned for 2 days | 1 day | Standard |
| JOB-8836 | Harrowgate | Engineer overran elsewhere | 3 hours | Priority |
| JOB-8844 | Cavell | Part not on the van | 1 day | Standard |
Three of five are the same cause. Van stock is the fix, and it is cheaper than the contract credits these breaches trigger.
Eleven misses this month, seven of them a part nobody was carrying. The parts request screen shows which three, and they cost less to stock than one breached priority job costs in credit.
People
Who has an account, and what they own.
People
16 accounts| Name | Role | Patch | Last active | Status |
|---|---|---|---|---|
| Nadia Kraus | Administrator | Head office | 3 minutes ago | Active |
| Daniel Roche | Dispatcher | Head office | 20 minutes ago | Active |
| Marcus Bell | Engineer | Harrowgate | 1 hour ago | Active |
| Chiara Moretti | Engineer | Cavell | 2 hours ago | Active |
| Ingrid Solberg | Engineer | Selby | 40 minutes ago | Active |
| Bram de Vries | Engineer | Rural | Yesterday | Active |
Deactivating somebody prompts you to reassign what they own rather than doing it silently, because an unowned record is how a register rots.
Roles
What each role is scoped to and what it may approve.
Recent changes
Engineer on-site ceiling set at $250Nadia Kraus · 2 JulyLogged
Supervisor scoped to one patchNadia Kraus · 14 MayLogged
Role changes sit in the same audit log as record changes, because both change what somebody can do.
Why custom roles exist
- An engineer can quote on site to $250 without phoning anybody
- A dispatcher can move a job but cannot approve work outside the contract
- A supervisor approves quotes on their own patch only
- Nobody except an administrator can change an SLA after a job has closed
Roles
5 roles| Role | Type | People | Scope | Can approve to | Status |
|---|---|---|---|---|---|
| Administrator | Built in | 1 | Everything | No limit | Active |
| Dispatcher | Built in | 3 | All patches | $1,000 | Active |
| Engineer | Built in | 9 | Own jobs | $250 on site | Active |
| Supervisor | Custom | 2 | Own patch | $5,000 | Active |
| Read only | Custom | 1 | Read all | - | Active |
A role carries a scope and an approval ceiling. Both are enforced on the server; hiding a button is not access control.
Permissions
Every capability against every role, as enforced.
What each role can do
10 capabilities| Capability | Administrator | Dispatcher | Engineer | Supervisor | Read only |
|---|---|---|---|---|---|
| See the board | Yes | Yes | Own jobs | Own patch | Yes |
| Raise a job | Yes | Yes | Yes | Yes | No |
| Assign or reassign | Yes | Yes | No | Own patch | No |
| Request a part | Yes | Yes | Yes | Yes | No |
| Raise a quote | Yes | Yes | To $250 | Yes | No |
| Approve a quote | Yes | To $1,000 | No | To $5,000 | No |
| Extend an SLA | Yes | Yes | No | Own patch | No |
| Change an SLA after close | Yes | No | No | No | No |
| Manage users and roles | Yes | No | No | No | No |
| Read the audit log | Yes | Yes | No | Yes | Yes |
Enforced per query rather than by hiding controls. A scoped "yes" means the row exists but is limited, which is why some actions need a second person.
Changing an SLA after a job has closed rewrites the attainment figure the contract is measured on, which is why it sits with the administrator and stays in the audit log.
Notifications
What the system sends, to whom, and when.
What is sent
SLA at 75% elapsedTo the engineer and the dispatcherOn
SLA breachedTo the supervisor, immediatelyOn
Job unassigned for 2 hoursTo the dispatcherOn
Part blocking a jobTo stores and the dispatcherOn
Quote awaiting approvalAfter 1 hour, then hourlyOn
Every message names the record it is about, so a reply lands somewhere.
Quiet hours
No routine notifications20:00 to 07:00, local to the personOn
Urgent overridesA priority job inside 30 minutes of breachOn
Weekly digestMonday 08:00On
A notification that waits until morning is one that did not work, so the override is explicit rather than a setting nobody finds.
Notification rules are yours to set. What is here is a starting point drawn from how the queue actually behaves.
Integrations
Connected systems and their sync history.
Connected
3 connectedTelematicsVehicle position and engineer ETAConnected
Stock systemVan and stores levelsConnected
ContractsCover level and rate card per siteConnected
AccountingQuote to invoiceNot connected
Customer portalJob status for the site contactNot connected
What breaks without them
- Without telematics the ETA is what the engineer said when asked
- Without stock the board offers parts that are not there
- Without contracts every job gets the standard SLA, including priority sites
- The board still dispatches; the gaps show as unknowns rather than guesses
Sync history
Last 24 hours| When | Source | Records | Result |
|---|---|---|---|
| Continuous | Telematics | 9 vehicles | Live |
| 06:00 today | Stock | 9 vans, 2 stores | 3 stockouts flagged |
| 06:00 today | Contracts | 48 sites | Current |
| 06:00 yesterday | Stock | 9 vans, 2 stores | 1 stockout flagged |
A sync that half-succeeded is listed as such rather than as a failure, because the records that did land still changed something.
Import and export
Bulk load and extract, with per-row validation.
Import
Validated before anything is written. A file with one bad row imports the rest and tells you which line failed and why.
Export
RangeEverythingThis yearFiltered view
Recent imports and exports
Last 30 days| When | What | Rows | Result | By |
|---|---|---|---|---|
| 2 Sep 07:15 | Import | 48 | Complete | Nadia Kraus |
| 1 Sep 18:00 | Export | 684 | Complete | Daniel Roche |
| 26 Aug 09:20 | Import | 312 | 308 loaded, 4 rejected | Nadia Kraus |
Every import is kept with its source file, so a bad load can be traced rather than argued about.