Call Form Prioritization

The prioritization management module enables managers to set the priority of call form waves to focus teams on the most important projects.

It is available at:

Team | Manage | Prioritization

The question management screen uses the General Management page layout.

Prioritization Management

Prioritization filters

When the prioritization screen opens the grid is not loaded with call forms to prioritize.

The first step is to select filters and click the search button to load the call form waves to prioritize. The following toolbar filters are available:

Wave Start Date (required)
Wave End Date (required)
Client Service Lead (CS Lead) (optional) multi-select the CS Lead assigned to a call form in the list of call forms.
Text Search (optional) - search the wave name text

Prioritization grid

Below is a list of the available columns in the Prioritization grid.

Call Form ID - unique id of a call form
Call Form Name - call form name. The call form name is clickable and opens the call form add/edit screen.
Wave ID - unique identifier for a wave
Wave Name - name of a wave. The wave name is clickable and opens the wave add/edit screen.
Wave Start - start date of the wave
Wave End - end date of the wave
Priority - priority for the call form wave
Priority Start - start date for the priority
Priority End - start date for the priority
Total Visits - number of visits created for this call form wave
Incomplete Visits - number of visits without a call form entry for this call form wave
Incomplete Hrs. - number of hours associated with the incomplete visits
% Completed - percentage of completed visits for this call form wave

Move Columns

Users can move a column from right to left in the header of the grid to put them in the order that works best.

To move a column:

Select the column to move by hovering over it with the cursor and clicking it.
Drag it to the right or left in the column header - in the example Rep is dragged to the left.
Drop it in the position when the up and down arrows are in the correct position between header columns
The moved column is then positioned in the header where it is dropped.

The order of the columns is saved for the person logged in and will show up in this order until it is changed.

Set Prioritization Level

Priority is set at the wave level by first selecting a call form/wave and then selecting the priority level and date range.

First select the call form/wave(s) by clicking the checkbox at the left end of the priority grid. Clicking the checkbox in the header selects all call form waves visible in the grid.

Next, select the priority level and start and end date in the toolbar. The same priority level and dates are applied to all call form waves selected.

Last, click the Save button to save the new priority for the wave(s).

Priority Level Calendar display on web and mobile

Priority is now set but how is it viewed/enforced by a field rep. The priority level name and color are displayed on the appointment's cards on web and mobile.

Web

Mobile

For more details read Displaying/Enforcing Prioritization see below

Set/Modify Priority Values

All teams have priority levels 1 through 10. Number 1 is always the highest and number 10 is the lowest priority. By default, the priority names are 1,2,3,4,5,6,7,8,9,10. The priority level are updated using the priority management modify screen.

Priority Colors

The priority colors for the levels are set by default for 1-10.

Level 1-3 - Highest priority call form assignments
Level 4-7 - Medium priority call form assignments
Levels 8-10 - Low priority call form assignments

Priority Level Name

To update the priority names click the Modify button in the toolbar.

The priority management screen is opened. To update a priority name click the edit button to the left of the level name.

The priority row is opened for editing.

Modify the priority name and click the update button to save.

The priority level name is updated in the select priority level drop-down in the toolbar.

Syndication Values

When call form assignments are scheduled, users are prompted to syndicate with other call form assignments which occur at the same location. This is done to improve the efficiency of work and decrease mileage and drive time.

The syndication prompt lists assignments to be syndicated. Those assignments are grouped by the priority level of their call form wave.

These priority level groupings have three options which can now be set in the priority management modify screen.

Forced - strict - field user is required to schedule the work on the same day
Checked - less strict - user is encouraged to schedule the work by selecting to schedule the work but can uncheck so it is not scheduled.
Unchecked - open - user is not forced or prompted to schedule but could schedule if it fits in the schedule today.

Export

To export the contents of the Supervisor Assignment, grid an Export button is available on the Toolbar.

Displaying/Enforcing Prioritization

Prioritization is setup in the Priority management screen and the priority order is displayed/enforced on the Calendar and syndication screens.

The priority drives the order in which unscheduled appointments can be scheduled and groups appointments for syndication. The enforcement of priority order is set by a permission by role and is updated using a helpcenter support ticket.

Unscheduled appointments

For teams enforcing priority order unscheduled appointments must be scheduled in the order of highest to lowest priority (1 highest to10 lowest.

Enforcement means a user must schedule higher priority appointments first. In the example below the Priority 5 unscheduled appointment must be scheduled (dragged to the calendar) before the Priority 6 appointment.

The Priority 6 appointment also has a highlighted message alerting the user to "Schedule higher priority visits first".

Web - Unscheduled Appointment

The priority level is displayed in two ways on the assignment

A color bar is displayed on the left side of the appointment card
The priority name is listed on the bottom left of the appointment card

These two methods provide visual ques of the priority at just a glance.

Mobile- Unscheduled Appointment

The priority color bar is displayed on the left side of the appointment card
The priority name is listed on the bottom left of the appointment card

Calendar appointments

Calendar appointments include both visual methods to determine the priority, the color bar and the priority name.

Web - Calendar Appointment

The priority level name of an assignment is displayed on the scheduled appointment card.
The priority color is displayed as a bar on the left side of the appointment card.

The priority level name is included in the hover details on the schedule card.

Mobile - Calendar Appointment

The priority level name is displayed on the bottom of the scheduled appointment card.
The priority color is displayed as a bar on the left side of the appointment card.

Calendar appointment syndication

The calendar syndication algorithm prompts users scheduling a single appointment that other unscheduled appointments should be scheduled for the same location.

The syndication pop-over is grouped by priority level and highlighted with the priority color. It empowers field reps with information about what work is priority to stack and get done at a location.

Web - Syndication

Syndicated appointments grouped by Priority name
Syndicated appointments priority color displayed on each appointment card

Mobile - Syndication

Syndicated appointments grouped by Priority name
Syndicated appointments priority color displayed on each appointment card

Prioritization Materials Pause

Field reps have the ability to pause the prioritization enforcement until the next calendar day if they do not have the materials to complete a project for a visit.

Selecting this option removes the appointment from the unscheduled appointment list and allows them to schedule other work with potentially lower priority which they do have the materials to complete. It alerts via email their supervisor (on ic position tree) that they have paused the visit and do not have the materials.

Report Missing Materials - two pause options

Option 1 - Materials Icon

Clicking the materials icon on an appointment card.

Displays the material(s) for the visit
Displays a button to report materials are missing and pause the unscheduled appointment until the next calendar day.
There is no limit to the number of times a rep can pause an appointment but each time the supervisor is emailed and is recorded for analytical reporting

Web

Mobile

Click the Materials Icon and answer the materials question on the pop-over.

Ok - returns user back to the unscheduled appointment list
Report Missing Materials - pauses the appointment until the next day

Option 2 - Schedule/Drag and Drop Alert

Schedule/Drag and drop an unscheduled appointment to the calendar and a materials alert is opened.

There are two options:

Yes: Report that you have materials for the visit and proceed to schedule it.
- Rep has the materials and moves on to schedule the visit or goes to the syndication screen if there are other visits to syndicate.
No: Report that you are missing materials for this visit and pause it until tomorrow.
- Rep does not have the materials, the alert is closed, and the unscheduled appointment is paused until the next calendar day.
- There is no limit to the number of times a rep can pause an appointment but each time the supervisor is emailed and is recorded for analytical reporting

Web

Drag and drop an unscheduled appointment to the calendar

A Pop-over is triggered when the appointment has materials associated that are set to shipped to rep.

User clicks Yes or No to move on.

Mobile

Click the schedule button to schedule an unscheduled appointment.

A Pop-over is triggered when the appointment has materials associated that are set to shipped to rep.

User clicks Yes or No to move on.

Report Missing Materials - Syndication

When scheduling an appointment and syndication is triggered, a syndication materials pause screen is opened asking "Have you received the materials for these visits?" Users need to answer for each syndicated visit if they have the required materials.

Users answer the materials syndication question by either:

Unchecking a visits checkbox to Report Materials Missing
Checked to report they have the materials and move onto the priority syndication screen by clicking Next.
Visits are checked (Yes, I have materials) by default)

Web

Mobile

Report Missing Materials - email notification

An email alert is sent to the person pausing the assignment's supervisor (ic position tree) when an appointment is paused. This email is in addition to the pause being recorded in analytics for reporting.

The email notification contains the following information:

Email Header

Title - Rep does not have materials for...
Call form name - Target Mint Wedge Signage July Update
Chain name - assignments chain name in the USL
Store # - chain unique store # for the assignment store

Email Body

Rep name - field rep assigned to store assignment paused
Call Form name - name of call form for assignment pause
Wave Info - wave name and dates for assignment
Store info - BDS Store ID, Chain Store #, City, Address
BDS Store ID - BDS unique store # for the assignment store
Assignment ID - unique id identifying this assignment for this wave and call form.

Undoing Materials Pause - Wave Store Management

The Wave Store Management screen displays which assignments have been materials paused by a member of the team in a column labeled 'No Materials'.

The Wave Store Management screen is available at:

Team | Manage | Stores | Wave Stores

To remove a material pause, an Action called Reset Materials is used

Select the assignment(s) to reset by clicking the assignment row checkbox
Click the Action button on the toolbar
Click the Apply to Checked button for the Reset Material action

The Assignment paused for a missing material is now available on the unscheduled appointment list for the field rep to schedule.