Work Schedule screen helps the Customer Service Representative (CSR) to view the scheduled service requests. The CSR can also cancel a scheduled service request.
To view scheduled service requests:
On the Customer Care module, click Work Schedule.
Provide information in search filters like Customer #, Service Request #, Team, Employee, and From Date and To Date. Click Search to retrieve the scheduled details based on the search filters.
Schedule details like Date, Day, Employee, Actual Load, Allowed Load, and shift timings are displayed on the screen. The allocated shifts are displayed in red colour. Point to the Allocated time slots to view details in Allocation Info box. The service request number is displayed, by default. The details to be displayed in the Allocation Info box can be customized. Provide the logic in the CUSTOM_GETSCHEDULEDISPLAYINFO procedure. Based on the logic provided, the Allocation Info box displays the details.
To cancel a scheduled service request:
In the Work Schedule screen, retrieve results as required. The allocated shifts are displayed in red colour.
Click on the shift against the employee, which you want to cancel. The colour turns blue.
Click Update to cancel the scheduled service request.