Dispatcher Training Guide. Prepared by: Heather Douglas. Source: Connect D3 Dispatch Users Guide

Transcription

1 Dispatcher Training Guide Prepared by: Heather Douglas Source: Connect D3 Dispatch Users Guide Updated: 4/17/2018

2 What is D3 Dispatch? Introduction to D3 Dispatch D3 Dispatch is the next generation of software that allows AAA/CAA clubs to deliver roadside assistance to members. With D3 Dispatch, clubs can leverage system capabilities to quickly and accurately send service to members. When D3 is combined with exceptional customer service skills, you can deliver roadside assistance with the high level of quality that members need and expect. Call Lifecycle From the moment a call is received by AAA/CAA, it progresses through standard statuses throughout its lifecycle. The following call status icons will be visible on many screens within D3 SPP Dispatch. Icon Status Spot A call has been assigned to a facility. Assigned A call has been given to a service technician. Dispatched A technician has accepted the call and will help the member. En route A technician begins traveling to the member's breakdown location. On-Location A technician arrives at the member's breakdown location.

3 Running D3 Dispatch Tow For towing calls, a technician begins transporting the member's vehicle to the tow destination. Cleared The call is complete. Other call status icons can display within D3 SPP Dispatch, too. These statuses reflect a call's current stage or situation. Icon Status Cancelled A member's request for roadside assistance has been cancelled. Declined A driver has declined the call's assignment. The call will need to be re-assigned to another technician. Faxed A member's request for roadside assistance has been faxed to the facility. Hold Spot An appointment call. The member's request for roadside assistance is on hold until the appointment's date/time has arrived. Clear Pending A RAP call has been "cleared" via In-Truck Ultra and is waiting for a dispatcher to perform a final clearing. Starting D3 Dispatch Once you start D3 Dispatch you can keep it running continuously. Note: For optimal use, it is recommended that D3 Dispatch be opened in Google Chrome. To start D3 Dispatch: Open the D3 Dispatch application in Google Chrome. ( The page should be saved as a favorite to expedite the login process. Enter your login credentials.

4 Dispatch Queue Selection After logging into the system, you will be taken to the 'Queue Selection' screen. This screen allows you to select the applicable dispatch queues and spotting queues that you will be processing. Tab Description Function Favorites Dispatch Queue Spot Queue A bundle of preferred, pre-saved dispatch queues and spotting queues that can be quickly accessed. A collection of service facilities usually based upon a geographical area. A breakdown area. When a call receiver enters a call into D3, an area can be selected. If a call is saved without being spotted, it will display within the corresponding spot queue. Click the 'Dispatch' tab > Select Dispatch Queues Within the 'Dispatch' tab, select the dispatch queue(s) that you will be monitoring and processing. Queues can be selected by highlighting a queue and clicking the [Add] button to move them to the 'Selected Queues' area. The number to the right of a queue's name indicates how many people are logged into that queue. If a queue is not being monitored, you may want to select that queue or notify a supervisor.

5 Running D3 Dispatch Click the 'Spot' tab > Select Spot Queues Within the 'Spot' tab select the spot queue(s) that you will be monitoring and processing. Queues can be selected by highlighting a queue and clicking the [Add] button to move them to the 'Selected Queues' area. Just like the dispatch queues, the number to the right of a queue's name indicates how many people are logged into that queue. If a queue is not being monitored, you may want to select that queue or notify a supervisor. After selecting all applicable dispatch and spot queues, click the [Continue] button to proceed into D3 Dispatch.

6 Main Screen After selecting dispatch and spot queues you will be taken to the main dispatching screen also known as the "open profile" screen. From here, you will be able to manage all aspects of providing roadside assistance to members. Menu Bar The menu bar runs along the top of the screen. Each control allows you to manage calls or to manipulate the map displays. Menu Item Description Application (top left) Allows you to access the application menu. Search Calls (top left) Allows you to search for current day calls or archived calls. Help (top left) Allows you to access the help menu. User Identification (top right) This area confirms who is logged into D3 Dispatch. When clicked, it will launch the User Profile window. Logout (top right) When clicked, it allows you to log out of D3 Dispatch. Note: When exiting the system, always use the application's logout feature. Never use the [X] in the upper right corner of the browser.

7 Index Messages (top right) Allows you to access the messages area of D3 to send and receive messages via the system. The number to the right of the word 'Messages' identifies how many unread messages are in your inbox. Services Indicator (top right) D3 Dispatch interacts with many other systems the call records' database, mapping software, etc. Those interacts are called services. A green indicator identifies that all services are running normally. If the display color is not green for a few moments, continue to process calls normally. When service errors occur, D3 will attempt to correct the issue automatically. If the display color is not green for an extended period, report all error messages and indicator colors to a supervisor or via the normal reporting process. Map Controls (top left) Allows you to activate/deactivate the zoom-in and zoom-out tool of the map. It also allows you to activate/deactivate the navigation controls to move the map left, right, up, or down. Search (top left) A dynamic search function that allows you to search for calls, facilities, trucks, landmarks, points-of-interest, cities, or addresses. Default Map Control (top left) When selected, it allows you to control the map by using the mouse to click-and-drag to interact with the map. Locate (top left) When activated, if the mouse is clicked on the map, the system will display the approximate address of the clicked location. Define Route (top left) When activated, it allows you to use your mouse to interact with the map to calculate the driving distance from a point-oforigin to a destination. Profiles (top left) Allows you to access the profiles menu to manage calls by their attributes or conditions. Truckload (top left) Allows you to access the truckload menu to manage calls by facilities and their trucks.

8 Task Manager (top left) If Skills Based Dispatch (SBD) has been activated allows you to access the Task manager screen. (Not applicable) Dispatcher Dashboard (top right) If Skills Based Dispatch (SBD) has been activated allows you to access the Dispatcher Dashboard screen. (Not applicable) Map Display (top right) When clicked, you can toggle between a satellite view of the map and an animated view. Layers (top right) When selected, you can choose which data elements you want to display on the map. For example: Grids Trucks Calls Repair Shops Tow Destinations Facilities Landmarks Points of Interest (POIs) Truck Icons When trucks display on the map, information about the truck is provided.

9 Index Icon See diagram above See diagram above Vehicle Type LS = Light Service Truck WL = Wheel Lift FB = Flat Bed BS = Battery Service Description Driver Status Bar Beneath the Vehicle Type, there is a subtle driver status bar. If it's filled, the driver is available for a call. If it's grey and empty, the driver is unavailable. See diagram above Facility ID The upper ID of the icon represents the facility ID for the truck. See diagram above Truck ID The lower ID of the icon represents the truck ID for the service vehicle. Red Lightning Bolt This icon identifies that communication with the truck's in-truck device has been lost. Lock Icon This icon identifies the truck's in-truck device is in Safe Driving Mode. See diagram above Call Indicator Shows how many calls the driver currently has assigned to him/her.

10 Profiles A "profile" is a dispatcher's view of calls. Open a new profile From the main menu, click the 'Profiles' button to access the profiles menu. Then, click the WCNY Dispatcher option. Viewing a Profile Once a profile has been selected it will display within the web browser. Profile Area Description Dispatch Queue (top left) This displays which dispatch queues are being monitored. Profile Tabs (top left) Profile tabs group calls with similar attributes together. Active Map Filter (top right) When clicked it populates the map with the dispatch queue's call data.

11 Index Profile Pop (top right) When clicked the profile is opened within a new browser window. For dispatchers with multiple monitors it may be useful to have the map expanded on monitor #1 and the profile window expanded on monitor #2. Minimize (top right) When clicked, the profile window is minimized to a smaller box within the map area. Close When clicked, the profile window closes. Columns The columns within a profile display specific information about a call. Identifies if the call has been updated since it was first saved. YES will be displayed if a change has been made. NO will be displayed if there are no changes since it was first saved. The call ID Red flag indicator displays if the Red Flag button was activated in call receiving or if an RF status was activated in D3 Dispatch. The priority code, if applicable This column may contain characters indicating a policy. The policy codes and their meanings are set by D/2000 administrators at each club The first (primary) legacy trouble code The number of passengers who will need a ride to tow destination Time spent in current status so far. In this example, See also TAge. Call status Facility ID Driver ID This ID is unique only to facility, for example, facility 064 ad facility 4612 might each have a driver 14 The projected time of arrival (given to the member at the time the call is taken) Estimated time of arrival (calculated when driver is R or prior if known) M (manual) or A (automatic), followed by a dash and then one of the following.. CF callout finished successfully CU callout finished unsuccessfully CO callout is in progress and has not yet finished UP a dispatcher chose call member from the Call Track Menu or the CM button in the Master Call Detail and then chose Member was Called Shows Y if the caller has opted into text messaging or N if not

12 The make of vehicle needing service. The model of vehile needing service. The Breakdown Location's Grid ID. The breakdown location (street address) The breakdown location city Call Processing Profile Window Call Processing Receive the Call When a call is received from a member it will display on the 'Action Required' tab. Upon receipt of a call, double click on it to access the Master Call Detail screen.

13 Index Review Call Data After opening the call, review all of the call details by clicking on each of the call's tabs. Master Call Detail & Summary Tab Are there any priority alerts at the top of the screen? Are there any cash call, credit card, or Show Card or Cash (SCOC) indicators? Does the vehicle have any towing or lock alerts? What is the facility's "function code"? Is it an SPP location, or does the member's information need to be called into the garage? Are there important details within the comments? Is a member callback required? Member Tab What is the membership level and service eligibility? Service Tab Does the call have enough information based upon the assigned dispatch code and trouble code? If there is a priority code, do any additional actions or notifications need to be performed? For towing calls, will the facility or driver be able to transport the number of towing passengers? Do any Special Entitlements apply to the call? Locations Tab Is the breakdown address complete and understood? In addition to a breakdown address, is there an "Additional Address" indicating a possible safe meeting place for the member? Vehicle Tab Is the vehicle information complete? Are there important details within the comments? *Essentially, you're asking yourself if you have enough information to send the appropriate technician with the correct equipment to the correct location as efficiently as possible. Often times, important information has been documented such as vehicle condition, a safe meeting place for the member, or special instructions. It's important to review all of the call's comments and to relay relevant information to the driver. Review Vehicle Precautions The Master Call Detail will identify any vehicle precautions that have been identified by the club. Please review these precautions to ensure that you're sending the appropriate service technician with the appropriate equipment to the member's location.

14 Icon Description Lockout precaution Level 1 Basic entry skills are needed. The service technician should be able to gain entry with minimal time and effort. Lockout precaution Level 2 With intermediate entry skills and a good familiarization of lockout tools, service technicians will be able to gain entry. The time to gain entry may increase over the Level 1 procedure depending on the technician's knowledge of the procedure. Lockout precaution Level 3 Advanced skills and familiarization with the full range of lockout tools and procedures are needed to gain entry. The Level 3 procedure involves increased risk of vehicle damage. The complexity of the procedure and the time involved to complete entry will be greater than a Level 1 or 2 entry. Towing Precaution A tow or service caution exists for this vehicle. Consult with a current AAA Towing and Service reference manual for additional information about this vehicle. Precaution Codes: JA Jacking warning JS Jump Start warning TC Tire Change warning TOW Towing precaution or warning Review Call Alerts Call alerts identify if priority conditions exist or if any member callbacks are needed or in process. Icon Description Callback Required A call to the member is needed. Callback Success A callback to the member was successful. Callback Failure A callback to the member was not successful.

15 Index Cash Call The member is expected to pay for all services directly to the service provider. Red Flag The [Red Flag] indicator has been set. Priority Call The call contains a priority code. SMS Success An SMS text alert to the member was successfully sent. SMS In progress An SMS text alert is on its way to the member. SMS Failure An SMS text alert to the member was not successful. Call Locked The lock icon identifies that the call is locked for editing and by whom. Tow Call The tow hook icon identifies that the call requires towing service. Assign the call The next step is to assign the call to a driver by clicking the [AS] button. Once clicked, you will see a list of available trucks and drivers. You can then click on the appropriate individual who can assist the member. If the call is voiced over to a facility they will advise what truck to assign.

16 Distance Colorization When clicking on the AS button, drivers' distances may contain colorization (green, orange, red, black, etc.). The color reflects the drivers' position in the list. The 1st (closest) truck is green. The 2nd closest truck is orange, etc. Dispatch the call If the call is verbally given to a driver or to a facility, click the [DI] button to identify the call as "dispatched." If the call is electronically given to drivers, accepting the call on their device places the call in the dispatched status. Determine the ETA When interacting with your drivers and facilities, it's important to determine when they expect to arrive at the member's breakdown location. That way, you can document the estimated time of arrival or ETA. This is done by clicking the [ETA] button followed by selecting the estimated number of minutes until the driver arrives. Any time that ETAs change significantly or unusual conditions exist, the member should be called, either by the driver or a dispatcher. Automated callouts are an efficient way to deliver quick, one-way

17 Index messages; however, they are not a substitute for a quality member interaction. When selecting an ETA, always strive to select an accurate estimated time of arrival. This is important because automated phone calls or text messages may be sent to members based upon the information entered into the system. In addition, the most important aspect of member satisfaction with their road service experience is with the response time. However, response time involves more than just getting there quickly. It involves managing member expectations. Satisfaction with the accuracy of the ETA is a key component of member satisfaction that's almost as important as the response time itself. Members are most satisfied when a service vehicle arrives somewhat early or on time. Identify Driver En route After a call has been dispatched, it's important to identify when the driver is on the way, or en route, to the member's breakdown location. This is done by clicking the [ER] button followed by the number of minutes until the driver arrives. Identify Driver on Location When the driver arrives at the member's location, click the [OL] button. This will change the call's status to On Location.

18 Identify Vehicle in Tow If the call involves towing service, click the [TW] button after the driver has hooked-up the vehicle and begins transporting it to the tow destination. Clear the Call After service has been rendered, the call needs to be closed and cleared. This is done by clicking the [CL] button.

19 Index Identify a TLC Reason Code Group The 'TLC Reason Code' screen will display. This screen allows you to identify whether or not the driver was able to get the vehicle "on-the-go. AAA and CAA strive to get members going every time they call for service. On the Go If a service was provided that got the member "going" select "Go" to view additional codes that describe how you were able to get the member going.

20 No Go Select "No Go" if you had to tow the member. Cancelled Service Select "Cancel" if the call was cancelled prior to arriving at the member's breakdown location. No Service

21 Select "No Service Rendered" if you attempted service, but ultimately you didn't get the member on-the-go or towed. Index Select Pacesetter Resolution Code With a reason code group highlighted, click on the selection that best describes how service was provided to the member.

22 Select Clearing Reason Code In the 'Reason' dropdown box, choose the appropriate clearing code based on instructions provided by your club. Click the [Continue] button when complete. Confirm Tow Destination, if Applicable For towing calls, the system requires you to validate the member's tow destination. Select the applicable tow destination, and click the [Continue] button.

23 Confirm Battery Service Results as Applicable For battery related calls, the Battery Service Results screen will display. Enter the battery test results as provided by the driver. If the battery test results were captured via In-Truck Ultra, the screen will be populated with the test details and the fields will not be modifiable. ***Need to insert screen shot once verification is received that this is the way it s supposed to work.*** Index Complete Garage Payment Information Screen as Applicable The 'Garage Payment Information' screen may display. As part of the normal clearing process, a member is charged a service entitlement, and a payable transaction is created to pay the facility. However, there are times when facilities are paid additional amounts for extra charges or service. For example: toll charges, accident cleanup, special equipment, or extra labor. After you have completed the 'Garage Payment Information' screen, or if you don't need to complete the screen, click the [Submit] button.

24 Searching for Calls D3 allows you to search for calls in several different ways. Because of this flexibility, there isn't one correct way; it just depends upon your comfort with the system. As you begin using the system, try searching for calls via the various methods. The Main Screen The [Search Calls] screen The 'Master Call Details' screen Main Screen Search The search box on the main screen allows you to search for calls as well as facilities, trucks, landmarks and addresses. To search for a call, enter the call ID to locate an active call. Search Calls Screen On the main screen, click the [Search Calls] button to access the Search Calls screen.

25 Index Master Call Detail With a Master Call Detail screen open click the call number tab in the top left corner. The tab will change to a search box. You can then enter a call number to locate an active call. Member Communication Communication between AAA and the member is an important part of the dispatcher s job. D3 Dispatch can deliver information to members in three ways. Automatically Delivered Text or Recorded Messages Manually Delivered Recorded Messages Live Outbound Calls Automatically Delivered Text or Recorded Messages When estimated times of arrival (ETAs) are entered into the call, the system will deliver automated messages to members. By default, the system will attempt to deliver a pre-recorded message.

26 Manually Delivered Recorded Messages The Call Out [CO] button on the Call Detail Window allows you to deliver an automated telephone message to the member. Each selection within the Callout Menu delivers a different message. The first two characters are a numerical code to identify the message. The remaining characters are the message description. Live Outbound Calls When you pick up the phone to call a member, this action must be documented within the call record. Click the Call Member [CM] button followed by the reason for the call.

27 Index During those member interactions Always Project a willingness to help Speak with a positive, confident tone Assure members that you are concerned about their safety Show empathy When service issues arise, offer brief explanations without placing blame or making excuses Focus on what you CAN do, not what you can't Never Discount something the member has said or done Become argumentative with a member Speak negatively about policies, procedures, or other AAA employees Predict future outcomes or resolutions to issues that you cannot resolve Member Contact Center Call Updates While processing a road service call, there may be times when a AAA/CAA contact center may update the call record. This may be done for a number of reasons. For example: A call counselor may update the call with additional information or instructions. A member may call back to obtain information or to advise of service changes. A member may call back to get an ETA update. Acknowledging Updates Access the Call Access the call that received the update.

28 Review call comments Review the call Comments for information or instructions. Review call details Click through the tabs {Summary, Member, Service, Locations, Vehicle} to identify any changes or updates from when the call was originally received. Changes will be shaded so they are easily identifiable. Take action, as applicable Take the appropriate next steps based upon the changes within the call record: Calling the member, using the [CM] and [CO] buttons as necessary Advising the driver Reassigning the call to a different driver or truck Adding 'Comments' to the call, as needed, to document information or activities.

29 Index Acknowledge the update Acknowledge the call update by clicking the [ACK] button.

30 Glossary of Terms This manual contains terminology specific to AAA/CAA. These terms are defined here. AS ATA CA CL CP Club Term D/2000 D3 D3 SPP Dispatch DC DI ER ET ETA FS Geo Coded HC HS ITL Definition Assigned A D3 code indicating a driver has been assigned Actual Time of Arrival The time that a driver arrives at the member's disabled vehicle Cancelled A D3 code indicating a member has cancelled the road service request. Cleared A D3 code indicating a call has been completed Clear Pending A D3 code indicating a RAP call record has been closed via a technician's in-truck mobile device and is waiting for a dispatcher to clear AAA/CAA organization. Home Club: The AAA/CAA club to which the member belongs. Local Club: The AAA/CAA club that provides assistance to a member. AAA/CAA proprietary software for processing member road service requests. D/2000 is the predecessor for D3. AAA/CAA proprietary software for processing member road service requests. D3 is the replacement for D/2000. The browser-based application that allows facilities to process road service requests that have been assigned by an AAA/CAA office. Declined A D3 code indicating a driver has declined a call. Dispatched A D3 call status code indicating a driver has accepted a call and will help the member. En route A D3 call status code indicating a service technician is traveling to the member's breakdown location. ETA A D3 call status code that documents an estimated time of arrival (ETA). Estimated Time of Arrival When a member's road service request is dispatched, this is the estimated time that a driver will arrive on scene. (See also, PTA) Force Spot A D3 code indicating a call was manually spotted to a facility A call receiving term to identify that an address has been verified and that a latitude and longitude has been assigned. Hold Call A D3 call status code that identifies that the member's request for roadside assistance is on hold until the member calls back. Once released, the call will be assigned to a facility. Hold Spot A D3 call status code that identifies that the member has an appointment for future roadside assistance. a web-based mobile dispatching application that provides access to club calls directly from a contractor owned cellular device

31 Index ITU KI MDT OL PTA RAP RE SP SPP D3 SPP Dispatch TW a web-based mobile dispatching application certified to run on the Google Android operating system Killed A D3 call status code indicating a member called for roadside assistance but before request is completed no longer need the service (i.e. car starts, etc.) Mobile Device Terminal An in-truck device that electronically communicates with a facility or an AAA/CAA Contact Center. For example: A tablet with ITU installed On-Location A D3 call status code indicating a technician has arrived at the member's breakdown location. Projected Time of Arrival During the member's initial request for roadside assistance this is the time that the Call Receiver provides to the member to advise when a technician will arrive on scene. (See also, ETA) Roadside Assistance Program allows businesses who have partnered with AAA/CAA to provide road side services to their own customers Received A D3 call status code indicating a call has been received the date and time a member called for roadside assistance. Spot A D3 call status code indicating a facility has been assigned to a call Service Provider Portal A web application that allows facilities to view performance and payment information, view manuals and help guides, and enter service tickets. A D3 web application that allows facilities to process road service requests that have been assigned by an AAA/CAA office. Tow A D3 call status code indicating a member's vehicle has started its transport to the tow destination.