Zoho FSM | Dispatch Console Gantt

Dispatch Console Gantt

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The Gantt view shows the service appointments in a timeline. To see the Gantt view, navigate to the Dispatch Console module and click the Gantt tab. All the scheduled service appointments for a field agent or crew will be shown in its row in the Gantt view. If there are more than one time sheets associated with an appointment, then the service appointment bar will be displayed split to reflect the duration of each time sheet. 
  1. Click on [  ] to highlight the service appointment in the Gantt view.
  2. Use the date filter in the Gantt area to choose a day or week for which you want to see the service appointments.
  3. Use  to refresh the data in the Gantt area.
  4. Click on  to collapse the left panel.
  5. You can customize the service appointment bar to include the icon that indicates the Type of a service appointment.


You can view the details of the service appointment by either clicking on the Appointment Name in the left panel of the Dispatch Console or on the pop-out [] icon in the popup shown on clicking the service appointment bar in the Gantt.



Hover over a service appointment bar to see the details in a popup.


Single day and Multi-day timeline

In the Gantt view of the Dispatch Console, the appointments can be seen in a single-day timeline or in a seven-day timeline. These two timelines can be chosen by selecting the Day or Week views.


Absence in Dispatch Console

The period when a field agent or members of a crew are on leave will be indicated in the Gantt view (see screenshot below).


Holiday in Dispatch Console

The holidays added to the organization will be marked in the Gantt view (see screenshot below).


Availability in Crew

In the Gantt view, the timeline will display information about the availability of agents in a Crew.


Quick Create Option For Notes

From the Gantt view, you can easily add notes to a service appointment. Click on its service appointment bar and in the popup, click on the Notes link.



The Service Appointment Details overlay will be opened with the Notes tab selected.


Scheduling through Drag and Drop

In the Gantt view of the Dispatch Console, you can manage appointments in the following ways through drag and drop:
  1. Create an appointment through drag and drop
  2. Create appointment from Gantt
  3. Reschedule and reassign through drag and drop

Create an appointment through drag and drop

You can create service appointments in the following ways:
  1. Drag and drop a work order
  2. Drag and drop a service of the work order
To create an appointment through drag and drop:
  1. Click Create in the Work Orders List.
    Work orders can also be created from the Work Orders module.



  2. In the Create Work Order overlay, enter the necessary details and click Save.
    The work order will be created and listed in the Work Orders List. You can now create service appointments for this work order.
Drag and drop a work order
  1. Drag and drop the work order to the desired point in Gantt that corresponds to the time and agent to which you want to schedule the appointment.
    When you select the work order, all its services will be automatically selected. You can uncheck the services you want to exclude from the appointment.



  2. In the Create Appointment overlay, the following details will be populated, which you can change if required. Click Schedule or Schedule and Dispatch to continue.
    a. Service
    b. Summary
    c. Scheduled Start/End Date Time
    d. Service Resource

Drag and drop a service of the work order
  1. Drag and drop the service to the desired point in Gantt that corresponds to the time and agent to which you want to schedule the appointment.



  2. In the Create Appointment overlay, the following details will be populated, which you can change if required. Click Schedule or Schedule and Dispatch to continue.
    a. Service
    b. Summary
    c. Scheduled Start/End Date Time
    d. Service Resource

Note:
As indicated in the screenshot below, you can drag and drop by either clicking on the move icon [ ] or clicking on anywhere in the row corresponding to the work order or service.

 


Create Appointments from Gantt

You can create appointments directly from the Gantt area. To do so:
  1. Click on the point in Gantt that corresponds to the time and agent to which you want to schedule the appointment.
  2. In the Create Appointment overlay, choose the work order for which you want to create the appointment.



  3. In the Create Appointment overlay, the following details will be populated, which you can change if required. Click Schedule or Schedule and Dispatch to continue.
    a. Service
    b. Summary
    c. Scheduled Start/End Date Time
    d. Service Resource

Reschedule and reassign through drag and drop 

  1. Reschedule an appointment
  2. Reassign an appointment
Reschedule an appointment

You can reschedule an appointment in the following ways:
  1. In Gantt, drag and drop an appointment to a different time
  2. In Gantt, resize the appointment
  3. Drag and drop the appointment from the Service Appointments List to a new time in Gantt
  1. In Gantt, you can reschedule an appointment by dragging and dropping it to a different time.



  2. In Gantt, you can also reschedule an appointment by resizing the appointment. The minutes in the End Time will be rounded off to the nearest multiple of five.



  3. Lastly, you can reschedule an appointment by dragging and dropping the appointment from the Service Appointments List to a new time in Gantt.


After rescheduling, in the Schedule Confirmation dialog, make the following changes if necessary and click Save.
  1. Schedule Start/End time
  2. Assigned agent
Click to view the appointment details in a new window.
 

 
Reassign an appointment
 
You can reassign an appointment by dragging and dropping an appointment to a different agent.
 

 
After rescheduling, in the Schedule Confirmation dialog, make the following changes if necessary and click Save.
  1. Schedule Start/End time
  2. Assigned agent
Click to view the appointment details in a new window.
 

 
Note:
  1. The drag-and-drop option will be available for appointments in the New, Scheduled, and Dispatched statuses.
  2. If a service appointment does not belong to the territory chosen in the Service Resources List, then the service appointment bar with have a orange patch on the top left corner.



  3. Although the service appointments in the Cancelled and Cannot Complete status will be displayed in the Gantt view, you can schedule another service appointment during that time.


Dispatch Console Gantt Settings

There are certain settings that you can configure in the Gantt view of the dispatch console. Click on the Settings [    ] icon in the top right corner to see these options:
  1. Show only appointment's schedule: If you enable this, then in the Gantt view, the entries for service appointments will be shown at the times that correspond to their Scheduled Date/Time. Else, it will be shown at the Actual Date/Time of the service appointments.
  2. Show Only Business Hours: If this is enabled, then the dispatch console Gantt area shown will span only within the business hours.
  3. Show Multiple Timezone header: If you enable this, then you can choose  a secondary timezone also to be shown in the Gantt view.
    1. Primary
    2. Secondary
  4. Zoom Level: Use the slider to enlarge/shrink the Gantt view.

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