Adding Dispatcher Checkpoints To Jobs

You can configure the system to automatically setup a call between the employee who is clocked in and a dispatcher (call center agent).

!Note: This feature is only available for customers who are using the inbound call center feature.

Here’s how it works.

First, use the job edit form to configure the frequency (in minutes) that these dispatcher checkpoints should be made. For example, every 30 minutes.

Once this is configured on the job, any future shifts will have automatic calls that get setup approximately every 30 minutes.
The system will randomize the exact call times to prevent the employee from being able to predict exactly when they should be available for the call.

The call first goes out to the employee, prompting them to press any key to accept the call. If they don’t take the call, the system will automatically make two addition attempts to call the employee. If the employee fails to answer any of the 3 calls, then the system will write a note to the admin notes of their time entry indicating that the dispatcher checkpoint failed after 3 attempts.

If the employee accepts the call by pressing a key, then the system will attempt to call a dispatcher (call center agent). If no agents are active, or all agents are busy and cannot take the call, the call will be routed to voicemail allowing the employee to record their comments. The recording and transcription will be logged in the comm log and the admin notes of the time entry will be updated, indicating that the dispatcher checkpoint was successful.