Calls Completed
Count distinct completed calls by completion date, category, technician and location service area. Cancelled and rescheduled visits are separate outcomes.
Request to dispatch
Accept a service request and commit a feasible assignment.
4 stages · 0 approvals
Roles and responsibilities
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Step 1Resolve the request
Call NumberCustomerService LocationService Category
-
Step 3Commit the window
Call NumberAssigned TechnicianAssigned CrewScheduled Start
-
Step 4Deliver the accepted route
Stop OrderStop TypeService CallETAArrivalWarehouse Pickup
Process steps
Follow the process from start to finish. Select a step to see who acts and what changes.
Resolve the request
Dispatcher or a configured inbound service resolves Customer, its owned ServiceLocation and ServiceCategory and creates one ServiceCall using the source event key. Capture the requested window and channel permissions. A recall references the original completed call; customer and location must agree. Duplicate intake returns the existing call.
Check eligibility
Match active service skills, effective certification dates and crew membership to the requested work. Review the location time zone and travel needed between existing calls. Preserve the customer window while assessing alternatives. An emergency raises priority without creating permission to double book a resource or use an unqualified technician. Missing location or skill information keeps the request visible for dispatch clarification.
Commit the window
Dispatcher reviews skill, crew, leave, customer-window and travel-aware capacity checks, then commits assignment and ScheduledStart/ScheduledEnd with the expected Revision: Status: Created → Scheduled → Dispatched. Exactly one technician or crew is assigned. Route planning proposes ordered RouteStops; it cannot silently rewrite committed customer windows. Dispatcher accepts a feasible revision; emergencies require explicit reallocation and customer communication, never double booking.
Deliver the accepted route
Release the accepted assignment to the technician or crew. RouteStops preserve the order, service call and travel estimates for that plan. A provider outage leaves the last accepted route in place. If dispatch later changes the visit, record the reason and communicate the accepted update using permitted channels. The mobile view must not silently grant access to previously assigned customer secrets after a reassignment.
Approvals and controls
0 approvals required in this process
- Reject duplicate source events through SourceRequestKey.
- Require exact customer/location ownershipOne technician or crew assignment.
- Check every crew memberExpected call revision when committing.
- Preserve accepted appointments until a feasible replacement is agreed.
Records and postings
| Stage | Records | Effect |
|---|---|---|
| 1 Resolve the request | CustomersServiceLocationsServiceCalls | Create one correlated service request |
| 2 Check eligibility | TechniciansTechnicianSkillsCrewsCrewMembersServiceCategories | Identify eligible available resources |
| 3 Commit the window | ServiceCallsSchedulesScheduleSlotsServiceCallActivities | Commit one feasible assignment revision |
| 4 Deliver the accepted route | RoutesRouteStopsServiceCalls | Make accepted work available to authorized field staff |
Process reports
All reportsFirst-Time-Fix Rate
For completed calls whose 30-day observation window has elapsed, report the share without an explicit RecallVisit linked by OriginalCall; show immature cohorts separately.
On-Time Arrival
Among arrived calls with a valid promised customer window, measure arrivals within that frozen window in the location time zone; show missing windows separately.
Tech Utilization
Closed billable labor hours divided by the matching immutable TechnicianAvailabilityDays basis, including days without calls. Later slot, leave or employment edits do not change an earlier denominator. Expand actual crew labor per member without double counting; exclude open clocks and show missing basis as incomplete, not zero.
CSAT by Tech & Category
Average verified responses on the configured score scale by technician, category and response period, with response count and invitation coverage; missing responses are not zero scores.
Run by an agent
Agent support
Proto cannot approve its own request, authorize a customer signature, invent a processor or AR acknowledgement, bypass a missing certification or rewrite signed and posted history. Sensitive connector credentials and card data stay outside prompts and operational notes.
# Example after configuration
$ curl -fsSL https://www.erp.ai/skill.md | paste into your agent
› request to dispatch · resolve the request on Customers, ServiceLocations, ServiceCalls
✓ Dispatcher or a configured inbound service resolves Customer, its owned ServiceLocation and ServiceCategory and creates one ServiceCall using the source event key.
› request to dispatch · check eligibility on Technicians, TechnicianSkills, Crews, CrewMembers, ServiceCategories
✓ Match active service skills, effective certification dates and crew membership to the requested work.
› request to dispatch · commit the window on ServiceCalls, Schedules, ScheduleSlots, ServiceCallActivities
✓ Dispatcher reviews skill, crew, leave, customer-window and travel-aware capacity checks, then commits assignment and ScheduledStart/ScheduledEnd with the expected Revision: Status: Created → Scheduled → Dispatched.
› request to dispatch · deliver the accepted route on Routes, RouteStops, ServiceCalls
✓ Release the accepted assignment to the technician or crew.
Other processes
3 moreExtra work to signed completion
Approve additional scope and close the visit with the right evidence.
4 stages · 1 approval
Parts consumption to replenishment
Post material usage and replenish the right truck with an auditable stock trail.
4 stages · 1 approval
Completed visit to reconciled billing
Create one invoice handoff and match confirmed payment outcomes.
4 stages · 0 approvals