Dispatch and Outbound

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INTRODUCTION TO DISPATCH:

Dispatch is an extremely important part of the role we play for our clients. Many times a client will need urgent messages dispatched to them immediately. In these cases, it will be up to agents and dispatchers to work together to ensure that this message is taken accurately and delivered efficiently.

As dispatchers, we will be reattempting to deliver messages in the event that a client does not answer on forced dispatches or on previously failed dispatches.

When set to dispatch, you will not receive inbound calls by default. You will be predominately receiving dispatch cues. Instead of the normal "Talk," "Ring," or "Zero" call states, these cues will come in on the "Disp" call state, letting you know that this is a dispatch cue. Please check your call state at the beginning of every cue to ensure that you were not sent a live call. This can happen in periods of high volume. This is why it's important to be acutely aware of your traffic window.

As dispatchers, not only will we simply be delivering messages, but we will also be checking messages for accuracy, entering mistakes on messages that were not handled correctly, and performing call backs in the outbound portion.

Please make sure when you are coded for dispatch to reach out to leadership a minimum of 5 minutes before your break begins so that WFM can find a replacement!

It is important to note, once you are trained for dispatch, you will not only be dispatching messages. There will be times when you are coded for dispatch and others where you will be coded for live calls. You will only be dispatching messages when you are coded for dispatch. Workforce Management will reach out to you via Teams if they are putting you on dispatch. If you receive dispatch cues without being told you are being put on dispatch, please reach out in Teams in 📲 Dispatch_ to verify that you are meant to be on dispatch.

In Teams as a dispatcher, you will not be posting your dispatch based questions in Op Questions you will be posting these in 📲 Dispatch_.

LEARNING OBJECTIVES -

Dispatching Messages to Clients:

Objective 1: You will accurately dispatch messages to clients, ensuring all necessary details are included, and the message is delivered through the appropriate channels.

Objective 2: You will demonstrate the ability to prioritize messages based on urgency and client preferences, ensuring timely communication.

Objective 3: You will effectively track and confirm the receipt of dispatched messages, following up as needed to ensure that the message was received and understood.

Reviewing Messages for Mistakes:

Objective 1: You will thoroughly review messages before dispatching, identifying, and correcting common errors such as typos, incorrect information, or formatting issues.

Objective 2: You will demonstrate the ability to proofread messages quickly and accurately, ensuring that all communications are professional and error-free.

Objective 3: You will apply company guidelines and best practices for message review, ensuring that all outgoing communications align with brand standards and client expectations. You will also submit mistakes for proactive coaching sessions to be completed with the Agent.

IMPORTANT UPDATES AS OF 11/20/2025:

NEW ANNOTATION PROCESS (FROM AGENTS TO YOU!)

If a client calls in to retrieve a message or have one resent, agents should first annotate the message that needs to be re-dispatched and then park it to the Dispatch skill. Dispatchers will review the parked message and annotations to determine what the client needs, and then resend the message in the format requested (email, MiSecure, etc.). After completing the request, dispatchers should add a brief annotation confirming it has been done.

Even if the message history shows it was previously sent in that format, we will resend it to ensure there were no communication failures.

Annotation Example:

Parking Example:

Here is what the agent will see when parking to skill. They will select 'Dispatch' and type in a message.

The message will then reflect in a pop-up on our end! For this park message, it reads: "TEST- Client needs to have this message resent to the office email."

After the requested message(s) have been resent to the client, we (the dispatchers) will add an annotation confirming the request has been completed. This helps ensure that if the client calls back about the same issue, other dispatchers or agents can see the previous action and escalate to the Account Manager for further investigation into any potential account issues.

MISECURE READ RECEIPT -

Any time we get a READ RECEIPT from misecure, we should deliver the message!

We should not continue attempting the OC. If you have any questions, please get in touch with your direct supervisor for clarification.

UNAVAILABLE POP-UP -

One of the new functions in Genesis is the ability for us to set certain contacts as unavailable during certain times without pulling them off of their OnCall schedule completely! Should you attempt to reach out to an Unavailable Contact during your dispatch attempts, you will be met with the following pop up!

The pop up informs you that the contact that you are trying to reach is unavailable.

Note: If this happens, we will NOT attempt to dial this person again.

We will move on to the next person in the rotation or ask for guidance in 📲 Dispatch_.

RECEIVING A DISPATCH CUE:

When a dispatch cue comes to your screen you will click the yellow resume button if it does not automatically take you to the dispatch screen.

Here is an example of the dispatch screen. Because this snip was taken on a demo account there is no OC listed, however on an actual account you will be able to see the OC's name and method to contact.

Between dispatch cues, you will be checking the dispatch list for any past due jobs. If there are any, you'll handle those while you're waiting on your next cue.

Once you fetch a dispatch job or are cued one, you will be taken to check in mode of the account with the pending dispatch. You will initially take a look at the "Pending Dispatches" number above the list of messages to check if there is a pending dispatch or if this was a dispatch that was already handled. If there is no "Pending Dispatch" in red above the message list, you can drop the account.

If there is a pending dispatch, it will look like the picture on the right. You'll see "Pending Dispatches: 8" and a message with the Dispatch Job icon (red envelope🧧).

You will simply press "Resume" after selecting these messages to begin the dispatch process.

Sometimes, you will receive a dispatch cue that looks like this. You will see "Pending Dispatches: 1" but no message with a Dispatch Job icon. This typically means that there is a delivered message that still has a dispatch job attached to it. In order to resume these jobs, we will have to find the message with the dispatch job. We will be using the filter option at the bottom of the message list for this.

We will be clicking on the filter button at the bottom of the check in message list.

Seen here to the right. ----------->

When you click that button, it will open up the message filter. The default settings for the filter are seen to the right.

In order to find the delivered message with the dispatch job, we'll need to uncheck the "Delivered" box and select "Apply."

If for some reason you still cannot find it, go ahead and adjust "Time taken" to longer than 3 days.

If you still cannot find the message, please advise a Lead Agent or Team Leader by posting in 📲 Dispatch_.

THE BUTTONS:

Before we begin with learning about dispatching, let's review a few of the functions that you will be using in Infinity Check In mode.

The "Annotate" button is what you will press when a message is selected that needs internal notes.

(i.e. When a client's voicemail is full.)

The "Edit" button will be used to correct mistakes in a message that has not been dispatched. If a message has been sent in any form to the client (SMS, email, etc.) we cannot edit it, as it will send it out again.

The "Resume" button is what you will press in order to execute a dispatch job.

It will take you immediately to the dispatch screen (usually) so that you can attempt to deliver the message.

The "Deliver" button is what agents will use in order to deliver messages to clients that call in.

You may also use it to do the same.

REVIEWING A MESSAGE:

PROOFREADING A MESSAGE -

One of the most important parts of dispatching is verifying the initial quality of messages that agents have submitted. As a dispatcher, you are the last line of defense for proofreading and quality before the message gets sent out to the client. You will need to review each message that you are dispatching for spelling errors, breaking of protocol, and missing information.

Can you tell what the mistake is in the message above? (Click here for answer)

The agent did not write the message in a complete sentence. We would check the history items of this to see if this had been automatically dispatched. If not, we would edit it and issue a mistake to the agent before proceeding with the dispatch job.

Now that we've found a mistake, we would check the history items of this to see if this had been automatically dispatched previously. If not, we would edit it. Finally, whether or not it was dispatched previously, we will issue a mistake to the agent before proceeding with the dispatch job. We will go over how to do both of those things later on in this lesson.

You are looking over the message to ensure all of the pertinent information is there per the type of account (for example, on an HVAC account, there should likely be an address listed.) You should also be reviewing the message for any spelling and/or grammar errors and for form selection. Remember, each account is structured by what our client wants and each may want something slightly different from the next, so you want to pay attention to each account carefully.

Keep in mind that when you let messages go out with mistakes on them, you will be held as accountable as the agent that took the message. Make sure to check each message and make us look good!

CHECKING THE ANNOTATIONS -

Dispatchers should always proactively check for any annotations (and specials) that will affect how a call is handled. Properly annotated messages can save hours of research time. This is why it is so very important.

You'll see in this example that the trainer is asking dispatchers to disregard the test message.

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Annotations save us from wasting our time, but it also saves us from bothering the O/C for something that they've already told us needs to go to the office.

CHECKING THE HISTORY ITEMS -

Finally, we will be checking the history items of the message. The history items will tell us everything that has happened on our end of a message: When it was taken, any dial attempts, any SMS sent, any cues that have been set, etc.

The main thing you will be looking for in the history items is the active dispatch history. This means when it was dialed out on by dispatchers after the initial agent submitted the message.

We only actively dispatch messages for 2 hours. This means that a message was dispatched on its regular schedule for 2 hours. This does not mean that it has been 2 hours between the message being taken and the last dispatch attempt. We also have to be wary of gaps in the dispatch history. For example, if you notice that we attempted dispatch every 15 minutes, but there was a period of 45 minutes where we didn't dispatch, that probably means the dispatch job was dropped without dialing out. You'll need to report this in the 📲 Dispatch_ channel and continue to dispatch.

If a message has been actively dispatched for more than 2 hours, we will report this in the 📲 Dispatch_ channel with the account number so that a Lead Agent or Supervisor can assist further. Do not deliver it off yourself.

This is an example of how the history items will look. You'll notice that everything has timestamps, the agent who performed the action, and a brief description of the action that took place.

In the yellow highlights you can see the actions taken, which were successful, and which were initiated.

Here is an example of what it will look like if a dispatch job was delivered in IS.

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In order to view this you will need to review the history on the outside of the message to check for the SMS reply code.

Please make sure to check this before marking the message delivered.

Please review the Dispatch History Items here and bookmark this document for a quick reference guide!

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Dispatch History Items

REVIEWING A CALL TO CHECK FOR ACCURACY -

Sometimes it may be needed to play back a call to check for accuracy, or missing information. Here is a quick review of how to play these calls in Web Agent.

First we will want to select the call log from our keyboard screen in Genesis, this will pull up a new tab with the search options.

When clicking this option a new tab will appear on your Genesis landing page.

Next we will need to select advanced search so that we can search for the agent. There a few different ways we can search for a call.

The easiest way we search for a specific call is by entering the UCN, or client account number (Ending Client). If you are reviewing a specific agent you can search for them using their login name or their agent ID number.

Once you have located the call you need to review you will click the blue play button, and this box will appear. You can review the call tracker events, listen to the call, and see what message was entered.

To listen to the call click the Load Voice button to hear it play.

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Let's practice pulling a call from the call log!

Using the skills you learned above please review the special dispatching for Emergency Tickets on Accounts 9307 and 3840. You can search for them using the Call ID to enter the UCN.

Account 3840 - UCN 49074389

Account 9307 - UCN 49074149

What makes these two accounts unique when it comes to dispatching? You have to scroll down for all of the information and know how to remove the // and ** from the instructions. Review these two UCNs to see the correct way to handle these dispatch jobs.

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2036884 SERVPRO SPECIAL CHARACTER CORRECTION:

Currently on dispatch, there is a cue coming to dispatchers for account #2036884 Servpro. The reason for this error is special characters such as ü or Ç. You will need to change these characters to their English counterparts: u or C respectively.

If you receive a cue on this account, please follow the instructions below:

View the error listed.
Press "Back" until you reach the page of the script where an error has occurred
Replace the special character with a normal one
Proceed in the script until you reach the pre-dispatch screen
Press "Post Claim To Servpro" button
Press Next and Complete.

i.e. (ō vs o) Please make sure to edit these messages and change the special character to a normal letter.

This is currently being addressed by IT, but dispatchers need to handle this until that fix is made.

This is the cue that you will receive on this account. Please notice the box underneath the "Re-Post XML to Web" button.

This will tell you what field the error character is in and what the offending information is. Please note this as you continue.

Return to the specified field and edit the field to be completely English characters. Here we would change nüne@none.com to nune@none.com.

Once you have edited the information, press next until you can press the "Post Lead to Servpro" button.

Press next once again to complete the process.

ENTERING MISTAKES:

As we are now aware, dispatchers are our last line of defense when it comes to ensuring the integrity and accuracy of our messages. Aside from efficient and accurate dispatching, one of the most important roles you have as a dispatcher is to accurately report agent mistakes. When you are dispatching and you notice an agent mistake, it needs to be reported. This is a vital part of our coaching and development process as we simply cannot fix that which we don't know is broken.

You will need the UCN, which will be found at the bottom of the message taken.

Please make sure that you provide significant detail to explain why it was a mistake.

Once we click on the mistake link in Portal, we will be taken to this form where we will click the "NEXT" button to move forward.

We will start by entering the agent's ID number and click "Look up Employee".

Please check and make sure all of the information is correct before proceeding!

Once we have confirmed all of the information, we will be selecting the mistake type. These types can change over time, but the options that you will most common will be:

Wrong Form Selection - The agent chose the wrong call type
Grammatical/Spelling Error - The agent had more than one grammar or spelling error
Missing/Inaccurate Details Recorded - The agent missed a field or did not enter in all required information

ACTIVE DISPATCHING:

Now that we have the basics down, we'll go over the actual process of actively dispatching a message.

The first thing that will happen once you have been cued an active dispatch is that you'll hear the familiar ding of a new call. Once that happens, you will have an account populate in check-in mode instead of the normal script.

Please check the traffic window to confirm that your call state is "Disp" instead of "Talk." This will tell you if you have a caller on the line or if you are actually on a dispatch cue.

This is how the screen will look if you have an active dispatch. You will be pressing "Resume" in order to begin your active dispatching. Once you press resume, you will be taken to the dispatch screen for that message.

Please note: If there are multiple pending dispatches, please check all of them to make sure that there are no other "Due Now" dispatches.

Look for this icon next to the messages. If they have the little cell phone, that means that there is a pending dispatch job on the message. Check these messages for when they're due.

Important: If there are multiple messages that are due now, you will need to drop the account between dispatch attempts. Please notate the account number in your blue globe field or notepad and fetch it again once you have dropped the account.

This is the screen you will be taken to after pressing "Resume."

Please take a look at the brief history at the top of the screen so that you can see who has been dialed out to. This is just a reference for you while you're in the script.

You'll also see a "Show Menu" button that, when pressed, pulls up the menu seen above. The buttons do very important things as a dispatcher:

Set X min Cue: This button will recue the dispatch in the given amount of minutes. This is only to be used at the direction of a Team Lead or Lead Agent.
Contact someone else: This will allow you to select a different contact to dial out to. This is useful for when a special tells you that we need to be temporarily dialing out to a different O/C.
Click to Deliver (when relayed) : You will use this if you are delivering multiple messages to the same on call. If the O/C you reach is the same one that will be receiving multiple, you will proceed with your first dispatch as normal, but all subsequent messages will be delivered using this button.
Add Annotate: You can quickly add an annotation to a message using this button instead of going through the button on the check-in mode button.
Give Feedback: This button does not work as of now, please do not use it.
Show Messages: This shows all messages currently on the account in a pop up. You will not need to use this unless the on call asks about another specific message.

You'll notice that the name of the resource you will be dialing out to is next to the dial button. Make sure to take note of the scripting underneath that button. There may be blue notes advising you of special steps to follow.

Press "Dial" once you're prepared to speak to the On Call.

If they pick up, you will proceed with the "Reached oncall" scripting.
If they do not answer and you will be leaving a voicemail, use the "Reached VM" scripting.

Once you dial, just like a forced dispatch as an agent, you will be presented with a pop up that prevents you from taking other actions without answering, so ensure you take all necessary actions before dialing.

When the pop up appears, you will be dialing out to the on call. It will give you two options of "Message Relayed" or "Message Not Relayed." Choose whichever option applies. If you select "Message Relayed" it will deliver it in infinity, whereas if you select "Message Not Relayed," it will automatically set the default cue for the account and put it back in the list for another dispatcher to handle when it becomes time.

SPECIALS:

As a dispatcher, you will be responsible for checking submitted specials just like you would a normal message. You'll be making sure that all of the necessary information is there and that everything is grammatically correct.

This is an example of how a Special message will look in check in mode on the account. You'll notice that there is a button that says "Specials". You can click this button to view all current specials for the account you are working on.

Please review the accuracy and instructions of the special. If everything checks out, then you can resume like you would like any other message.

Keep in mind, that specials are automatically applied to the account when the agent sends them in, so this is just a secondary check to verify the accuracy of the special.

Once you've submitted the special, you will be posting in 📣Specials in Teams with the format:

📣Specials 7360661 - Please see special in regards to the office being closed until 1/5/2026.

CHECKING THE ON CALL SCHEDULE:

Sometimes, it will be necessary for you, as a dispatcher, to check the on call schedule. You'll do this on most accounts by simply opening the directory like a live agent. You can click the OnCall button beside your info pages and this calendar will populate.

The calendar listed for you will have dates in a color.

Green: Fully Scheduled On Calls
Yellow: Partial Schedule
Red: No Schedule

Here you can see a breakdown of the day's on call schedule. In the "Shift" column, it will tell you who is the primary "OnCall" and who is the "Back-Up."

One of the most important parts of the day's on call schedule is the "Status" column. If, for any reason, a client calls in and asks why they're being texted instead of called, we can check this column to see what they are set up to receive at any given time. You can let them know how they are set up.

If they need that changed, please submit a blue globe. If it is set up one way and they received it a different way, please notify a Lead Agent or Supervisor by posting in 📲 Dispatch_.

Please note: You will not be changing any of the on call schedule. If this needs to be changed, please update the 📣Specials channel and a Lead Agent or Supervisor will handle.

If you look at the schedule and it is blank, please open the client info pages to check and see if there's a "Perm OnCall" button on the left side of the info pages.

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If you click that button it should take you down to the Permanent On Call List seen here. You'll notice that the "OnCall Type" at the bottom is listed as "Permanent."

If any changes need to be made to this list, please submit a 📣Specials update.

MULTIPLE ON CALL SELECTIONS -

On some accounts (mainly accounts with multiple locations), there will be multiple on call schedules. This will affect how we view the on call schedules. This section, we will show you where to find multiple schedules if there are any.

By clicking on the drop down arrow on the "Schedules" button, we will be able to check if the account has multiple on call schedules or not.

As seen in this picture, you can see that there is only one on call schedule called "OnCall."

This schedule will be viewed by default upon entering the on call schedule page.

However, sometimes, you will see something like this where there are multiple office locations that have different on call schedules. This is extremely common on doctor's office accounts where different locations or even different doctors may have different on call schedules.

Make sure to pay close attention to this when checking an on call schedule.

You can see in this picture that clicking on the drop down arrow brings up a list of locations that we will need to look through for our proper on call schedule.

THE ACCOUNTS:

Here are some of the specialized dispatch accounts to review:

Powerhouse Exteriors Servives by Dentco

South Tek Dispatching Protocol

Charlotte Gastro

Beazer

DISPATCH QUIZ:

Please return here after reviewing the accounts to complete the quiz!

COMPLETION ACKNOWLEDGEMENT:

Great work!

Please fill out the following Completion Acknowledgement and provide feedback on the material.

If you need further assistance on this account, make sure to reach out to your direct supervisor for a follow-up!

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