Version:4.6-WB-SNAPSHOT -fsm12 (03/17/2022 08:39)

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New to FSM:  Escalations Improvements

Summary:

Starting on April 6th,2022 FSM’s Escalations will be updated to provide more details about why an Escalation was created or closed. The new Escalation Improvements will now provide a history for both open and closed Escalations.

The Following Fields will appear on the Order Details – Escalation Section:

Name = Name of Escalation

Start Date = Time stamp for when escalation was opened

Status = Status of Escalation (Open or Closed)

Started By = User who opened escalation

Start Notes = Note that is required to open escalation

Closed By = User who closed escalation

Close Reason = Escalation Close Code that is selected

The Following Fields will appear on the Additional Information Tab – Escalation Section:

Name = Name of Escalation

Start Date = Time stamp for when escalation was opened

Status = Status of Escalation (Open or Closed)

Started By = User who opened escalation

Start Notes = Note that is required to open escalation

Closed By = User who closed escalation

Close Date = Time stamp for when escalation was closed

Close Notes = Note that is required to close escalation

Close Reason = Escalation Close Code that is selected

How to Open an Escalation

Go to the Additional Information Tab

Go to Open an Escalation Section

Select an Escalation name from drop down

Enter note in Escalation Notes section

Select Open Escalation button

The new Escalation created will appear under Escalation History

*FSM will only allow one Escalation type to be in Open Status at a time* 

How to Close an Escalation

Go to the Additional Information Tab

Go to Close an Escalation Section

Select an Escalation in open status from Escalation History

Select Escalation Close Code from drop down

Enter note in Escalation Notes Section

Select Close escalation button

The Escalation status will now be updated to Closed in Escalation History

Version:4.6-WB-SNAPSHOT -fsm21 (03/31/2022 06:15)

New to FSM:  Dispatch Board (New)

Summary:

Starting on April 6th,2022 the following FSM Roles: Admin Support, Dispatchers and Sales Only will have access to a new Dispatch board called “Dispatch Board (New)”. The Dispatch Board (New) will allow the user to quickly view work orders of offices assigned to their profile. They can view pending work orders scheduled for yesterday, today, tomorrow, view Escalations opened yesterday or today, view pending work orders by Status, and view pending work order by the Age of the work order.

To access the Dispatch Board (New)

Highlight over the FSM Tab

Select Dispatch Board (New)

For Dispatchers and Sales Only Roles the statistics will automatically begin loading Today’s Metrics.

*Admin Support will need to select Fulfillment Partner and then select the load button to begin loading Statistics*

Today Metrics

*Any Number greater than zero will allow the user to click on the Blue number (Hyperlink). The hyperlink will take the user to the browse order page with the number of FSM Id’s populated in the search results*

Total Pending Work Orders by Scheduled Slot

Qty of Work Orders will show the number of pending work orders scheduled for today and will sort by Scheduled slot

Qty of On-Time Work Orders will show the number of pending work orders scheduled today that can still be completed within Scheduled Slot time frame.

QTY of Late work Orders will highlight red the number any pending work orders scheduled today that are past the scheduled slot time frame.

Total Escalations

Qty of Escalations Opened will list the number of any work orders that had an escalation opened today

Qty of Escalations Open will list the number of any work orders that had an escalation opened today and are still in open status. *Any NCNS and White Glove Escalation opened today and in open status will be highlighted red under Qty Of Escalations Open*

Qty of Escalations Closed will list the number of any work orders that had an escalation opened today and are in closed status.

Total Pending Work Orders by Status

Qty of Work Orders will list the number of work orders in pending status and will sort by Work order Status (Acknowledge, Assigned, Customer Delay, En route, Hold, No Coverage, On Site, Past Open, Unassigned, Unscheduled).

*Any number greater than zero for No Coverage and Past Open will be highlighted red.

Total Pending Work Orders by Age

Qty of Work Orders will list the number of pending work orders and will sort by work Order Age (Days)

Yesterday Metrics

Total Pending Work Orders by Scheduled Slot

Qty of Work Orders will show the number of pending work orders scheduled for yesterday and will sort by Scheduled slot

Qty of On-Time Work Orders will show the number of pending work orders scheduled yesterday that can still be completed within Scheduled Slot time frame.

QTY of Late work Orders will highlight red the number any pending work orders scheduled yesterday that are past the scheduled slot time frame.

Total Escalations

Qty of Escalations Opened will list the number of any work orders that had an escalation opened yesterday

Qty of Escalations Open will list the number of any work orders that had an escalation opened yesterday and are still in open status. *Any NCNS and White Glove Escalation opened yesterday and in open status will be highlighted red under Qty Of Escalations Open*

Qty of Escalations Closed will list the number of any work orders that had an escalation opened yesterday and are in closed status.

Tomorrow Metrics

Total Pending Work Orders by Scheduled Slot

Qty of Work Orders will show the number of pending work orders scheduled for tomorrow and will sort by Scheduled slot

Qty of On-Time Work Orders will show the number of pending work orders scheduled for tomorrow that can still be completed within Scheduled Slot time frame.

QTY of Late work Orders will highlight red the number of any pending work orders scheduled for tomorrow that are past the scheduled slot time frame slot.

Questions? Ask us at FSMAdministrator@viasat.com!