Save your favourite filters
Agents can now save their favourite request and job filter settings so they can quickly return to the ones they are interested in. Saved filters are stored for each Agent’s account which means they will be available anywhere they log in from.
Pin your list of requests
There are times Agents need to work on a set number of requests without being interrupted throughout the day with new incoming requests and updates. Using the new Pin functionality, Agents can select the requests or jobs they need to work on and pin them to their pinned list. It is easy to use and a good way to work through jobs during the day keeping track of where you are up to. Requests and jobs can be added to or removed from your existing pinned list. You can even use the filters to fine tune your pinned list or export the list to a CSV file.
Introducing our new SMS notification service
While field agents are onsite working on jobs, it is essential they receive timely updates to their appointments for the day. The Urbanise platform supports SMS notifications for field agents using the Mobile Workforce application. Field agents who have registered their mobile phone number to their account will receive an SMS for new, rescheduled and cancelled appointments for the current day.
Additionally, if an operator in the contact center has added a comment to a job the field agent is working on today, the field agent will be notified via SMS with the details. Don’t worry if you haven’t setup SMS notifications, Urbanise also sends the same notification updates to the field agent’s registered email address. Interested in enabling your workforce to utilise Urbanise’s new SMS notification? Contact our Support team.
Field agent receives an SMS for a cancelled appointment today.
Viewing on-site photos
Field agents can view photos attached to a job using the Mobile workforce application. Return visits by other field agents can see photos from prior visits improving job visibility and awareness.
Reconciliation and Payment Allocation reports
The Reconciliation report has a new column that reports the Job reference related to additional charges added to a job, whether via the Operations Center or onsite via the Mobile Workforce application.
Additionally this report and the Payment Allocation report now include the Tax Amounts associated with charges making it easier for finance departments to extract the amount of tax charged and paid. This is applicable to customer platforms that are required to report sales tax.
Account Work Report
We have a new screen under the customer’s account that is used to report on orders and work done for the account. It has numerous filters that you can use to report on specific orders, jobs over a specified time period. The report shows orders and its related jobs that were due within the time period specified. The jobs are represented by coloured circles, that can either represent the state of the job or the SLA for that job.
A number of high level metrics are presented for the filtered data, showing at a glance, payments, charges, time spent onsite, the number of site visits, the SLA per job priority and job satisfaction ratings received. Note, the old “Requests” screen is replaced by both the “Work” and “Support” screens. The Support screen deals with customer support requests only. The Work screen is where you will find all orders and related jobs for the account.
More options when cancelling subscriptions
Cancelling a subscription is now more flexible than before. Agents can cancel a subscription immediately, at the end of the current charge period, at any future date or even undo a future expiration date. Urbanise handles changing the expiry date of a subscription while ensuring that any planned jobs are managed correctly so that you don’t need to worry about it.
Need to raise a callout or support request?
Agents can now promptly and consistently raise a support request or callout from any screen when viewing a customer’s account. A more centralised approach means agents don’t need to navigate around and find “that” screen to raise a request for a customer.