Site Matrix Introduction

This is the backbone of the dispatching system. Each site contains a matrix, which tells the dispatching software which assignment to use during order entry. Other information is also conveyed to the CSR/Dispatcher, including default priority, coverage (and hence billable/non-billable), approvals if required, and a special dispatching note can pop up to the CSR if specified in the site matrix. During order entry, if a CSR changes the default priority coming from the matrix, a popup appears asking for the reason for the change, and those comments are recorded in the log history of the order.

In another version of the dispatching matrix, a “master” matrix concept is used. Instead of each site having its own matrix, a single matrix is prepared and sites are attached to it. This system works where similar sites have the same dispatching attributes, such as assignments, priority levels and service contracts.

To access this form select Customer or Dispatching/Site Matrix Maintenance from the Masterfiles menu.

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