Field Service & Trades// topic
Intake and Call Capture
In short
How a job actually enters the business — the call that rings at 7pm, the form nobody answers, and what an AI intake agent books correctly versus what it gets wrong.
8 pages
definitions
- A home warranty dispatch is not a customer callA warranty dispatch arrives with an authorisation number, a covered scope someone else defined, and a payer who is not in the house. Booking it like a retail call produces uncloseable jobs.definition6 min
- Emergency, urgent, same-day, routine: four tiers and who defines themThere is no industry-wide definition of an emergency call. The operator writes one, and until those conditions exist as data no intake agent applies them consistently.definition6 min
- The job type is the schema: what a booking code has to carryDispatch, duration, skill matching and pricing all read the job type. Treating it as a dropdown label rather than a schema is why the board looks full and the day falls apart.definition6 min
diagnostics
- A no-heat call got booked as a routine tune-upA job sits on the board at routine priority and the recording describes an emergency. Before retuning anything, join booked jobs to their transcripts and score them against your own tier table.diagnostic9 min
- Callers are hanging up in the first eight secondsAnswer rate looks healthy, booking rate does not, and the recordings are 9 seconds long. The agent is being judged before it has had a chance to do anything.diagnostic10 min
- The agent keeps booking jobs an hour past the edge of the mapThe out-of-area jobs cluster at the perimeter and swallow the slot they were booked into. A postcode allow-list cannot see that, because the boundary is a property of the day, not of the map.diagnostic10 min
- The calls were answered overnight and the board is empty at 7amThe overnight calls were answered and the intent captured, and the jobs still vanished in the handoff. Four counts, five ranked causes, and the report that lands before the board opens.diagnostic10 min
- The repeat caller keeps arriving as a brand-new customerHistory, membership and equipment records exist and never attach to the new job. The matcher is looking for a person when the thing being served is an address.diagnostic10 min
Other topics in Field Service & Trades
See allDispatch, Scheduling and Route SequencingGetting the right technician to the right stop: skills and capacity, drive time between service calls, and the emergency that reshuffles a board already full.7 pagesThe Technician's PhoneThe app in the technician's hand — offline sync, photos, checklists, serial numbers and signatures captured in a crawlspace with one bar of signal.2 pages
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