Dispatch Board Operations

Purpose

How office dispatchers use the ServiceTitan dispatch board to manage daily tech schedules and maximize efficiency.

When to Use

All day during operations — the dispatch board is the real-time control center.

Procedure

Board Layout

The dispatch board shows all active techs and their assigned jobs in time slots.

Jobs are color-coded by type and status.

Unassigned jobs appear in the queue waiting to be placed.

Track tech status in real-time: En Route, Arrived, Working, Complete.

Managing the Board

Assign jobs by dragging from the queue to a tech's time slot.

Consider geography — assign to the nearest tech to minimize drive time.

Match tech skills to job requirements — don't send a junior tech to a complex diagnostic.

Monitor job durations — if a tech has been on-site longer than expected, check in.

When a tech completes a job, check their next assignment and verify the customer is notified.

Handling Real-Time Changes

Cancellation: Remove from the board, fill the gap from the waitlist.

Tech running late: Adjust ETAs for remaining appointments, notify affected customers.

Emergency dispatch: Insert the emergency job into the board, rearrange other jobs as needed.

Tech calls in sick: Redistribute their jobs across available techs by priority.

Walk-in add-on: Slot into the nearest gap without bumping scheduled appointments.

Communication

• Use ServiceTitan messaging for routine updates.
• Use Slack for urgent communications.
• Call techs directly for time-sensitive changes.
• Always confirm that the tech received and acknowledged schedule changes.

Important Notes

• The dispatch board directly impacts revenue — every gap is lost revenue, every efficient assignment is gained revenue.
• Don't leave customers in the dark. If schedules change, communicate immediately.
• End-of-day: review tomorrow's board for completeness before leaving.
• Track metrics: jobs per tech per day, average drive time, utilization rate.

Related SOPs

• Dispatch Board Management — detailed management principles
• Scheduling Best Practices — scheduling guidelines
• Emergency Call Triage & Prioritization — emergency dispatching