Issue Creation and Dispatching in Relay
1) Click Issues -> Add to begin adding an issue.
- Choose between creating an issue for an existing or new customer.
2) The two most common Issue Types are Support or Work Order.
- Choose Support to have the Boomtown remote support team follow up with the merchant. This doesn’t have to be a Boomtown owned issue.
- Choose Work Order to schedule an on-site job.
3) The Sponsor Team field allows you to specify a party other than the merchant that will get billed for this issue’s service.
4) The Owner Team field allows you to choose whether your team will own the issue or if you are assigning it to another organization (i.e. Boomtown)
1) After specifying the initial issue details you have the option to add tags to the issue before initiating scheduling. You have the option to add appropriate Equipment Tags and Support Tags as shown in the screenshot to the right.
2) After you’ve added any appropriate tags to the issue click the Initiate Scheduling button located in the upper-center portion of the screen to advance to the next section.
3) These tags allow for better issue analysis and improved future support through machine learning. Boomtown can analyze trends with issues related to your specific pieces of equipment and use predictive analysis to help you dispatch the right tech faster or get to the root source of your issue sooner.
1) Most common choices for the Receivable field are Authorized and Estimated (Send Cart).
- Estimated (Send Cart) causes a bill to be created and sent immediately to the responsible party for them to view and ultimately authorize.
- Authorized means that the service has already been authorized by the responsible party and is not awaiting merchant approval.
2) Specify the Terms of Payment for the job.
- Prepaid option indicates that the responsible party will be paying for the work upfront based on an estimate of the service costs.
- Deposit + Balance requires 50% of the estimate to be paid upfront and the remainder to be paid after the service based on the actual costs.
- Balance causes the merchant to be billed after the service based on the actual costs.
- Balance (Sponsor) causes the party specified as the Sponsor Team during the initial issue creation to be billed for this service.
3) Set a preferred and alternate date/time-frame for the job.
- AM/PM option allows technicians to select time slots during either the morning or afternoon on the specified date.
- Exact Time option allows an exact job start time to be specified on a given date. By accepting the job the technician agrees to perform the job at that specified time. Exact times need to be entered in 24-hour military format. (HH:MM:SS)
4) Click the Items tab to add items and their associated costs that will be used on the job.
Adding Item Estimates
1) Add, Delete, and Edit Item Estimates in Relay for an Issue during the Initiate Scheduling process. The technician will have the ability to also Add, Delete, and Edit these Item Estimates when closing out the job in the ToolBox app.
2) Make sure to click the Save button to save your work.
1) After filling out the appropriate information in the Initiate Scheduling section it is time to advance to the Confirm Scheduling section. To do this click on the Confirm Scheduling button located in the upper-center portion of the screen.
2) Confirm that the scheduling information is correct and make any changes if needed.
3) Click the Scope of Work tab to add a checklist to the Issue.
1) Click the Add button to create a new row where you can add a checklist to the Issue. Use the drop-down list to select a checklist to add and include a brief description of it as well.
2) Make sure to click the Save button in the lower-right to save your work.
3) Click the Technician Advertisements drop-down accordion to move on to the next step in the process and advertise the job to technicians.
1) Click the Add button to add a technician to the list of available technicians you can advertise to.
2) Select the technician organization and then the individual technician you want to add from the drop-down list. NOTE: You can type the name of the technician or the organization into these fields to search/filter in order to more easily find what you’re looking for.
3) Click the Save button to save your work and add the technician to the list.
4) To send a job advertisement to a technician select them from the list of available technicians and click the Send button.
5) Click Save & Exit when you’re done to save your work and move on.
1) Once a job is sent to a technician via Relay they will receive a notification, similar to the one in the screenshot below, to their mobile device. This notification lets the technician know the approximate location of the job and the proposed service times. The technician can then access the ToolBox app to accept or reject the job offer. NOTE: The technician will also receive an SMS text message and an Email notification if they have a valid phone number and Email address on file.
1) While a tech is performing a job a project manager can chat with them directly via Relay.
2) This chat room and any other technician chats like this can be accessed by clicking on the List Chat Rooms button (overlayed dialogue boxes), selecting Techs, and then selecting the technician card to open a chat box for that technician.
3) You also have the ability to search for a tech by name in the ‘Search for chatrooms…’ text box if you don’t see them on the list.
4) Chat bubbles will show you how many unread messages you have.
Technician Video Chat
1) At the conclusion of the technician’s service the project manager can video chat directly with the technician onsite and see the result of the work that was performed, which helps to improve quality control.
2) In the screenshot below the project manager received a chat message from the technician with a link to join the video chat.
Issue Close Out
1) After the technician has finished performing the service it is time to close out the issue. To advance to the Close Out section click the Close Out button in the upper-center of the issue main menu.
2) Note that the job status has changed to Resolved at this point to show that the technician has indicated that the job is complete in the ToolBox app.
3) Fill out the fields highlighted below.
Resolution: Set this to Completed.
Job Status: Will usually default to Completed unless the job is still in progress. To mark an in progress job as complete manually set this field to Completed.
Job Start: This auto populates based on when the technician checks into the job via the ToolBox app but can be over written if needed.
Job Completed: This also auto populates based on when the technician marks the job as complete via the ToolBox app but can also be over written if needed.
Closed Out: Set this field to yes to mark this issue as closed in Relay.
NPS: The rating received from the merchant if provided. There is no need to make changes to this field.
Tech Rating: The rating the technician received from the merchant for the job.
PM Tech Rating: The project manager can give the tech a star or no star for individual aspects of the project.
5) The Items section allows you to review and change/update the items that were used during the project. Items are materials or even labor hours that were used during the course of a job. The Add and Delete buttons allow you to add or delete items.
- You can edit the Cost column of the items (need to scroll to the right to see it), which is what will be billed to Boomtown.
- When you are done click the Save & Exit button.
1) Click the Assign button to assign an Issue in Relay after it has been closed out to make sure it is in the hands of the right Payables team.
2) Fill out the fields in the screenshot below to assign the closed issue to the Boomtown Accounts Payable team. This is the last step in the Relay dispatching process. When you are done click the Save & Exit button to complete this dispatching process.
Sponsor Team: Set this to your organization.
Issue Owner Team: Set this field to Boomtown.
Issue Owner User: Set this field to Accounts Payable (Boomtown)
Collaborating Teams: This will auto populate with the Sponsor team and the Issue Owner Team which in this case is now Boomtown.
Collaborating Users: This will auto populate based on the original Issue Owner User that was assigned to this issue.
Completing Technician Jobs in ToolBox
To learn more about the ToolBox app and how technicians use it to complete jobs click here.
Creating Checklists in Relay
1) To create a Checklist in Relay, click on the System drop-down menu on the left-hand side of the screen, click Checklists, and then click the Add button in the upper-left of the screen.
2) Fill in the fields to begin creating a checklist. Fields marked in red are required.
- Technician Closeout checklist is what the technician completes in the ToolBox app while closing out a job.
- Member Acceptance checklist allows the member to give additional information after the job is completed such as NPS score, tech rating, etc.
- Issue Closeout checklist is used by support agents to closeout issues in Relay.
- Issue Diagnosis checklist is used to gather more information from the merchant pertaining to the issue they’re facing.
- Scope of Work checklist contains job-related information and steps for the technician to follow during the job.
- Member Location Compliance checklists include compliance forms that can be sent to members for signature to verify their PCI Compliance status.
- Issue Creation checklists contain customize-able templates for accepting inputs during issue creation by merchants.
Url: This field allows you to link to an external form that has a valid and accessible web url.
Checklist Form Editor
1) To create the checklist form and the fields on it click the Form Editor button followed by the Add Form Field button that will appear. Form fields that have already been added will show under the Form Fields header. You can re-position the form fields as they will appear in the order that they are shown under the form fields header.
2) To edit a form field use the Form Fields Details section. You can set fields to be required or optional, specify the type (radio buttons, drop-down list, text field, etc.), specify the parent field (a field that must have a certain value for the field to appear active), and more.
3) Click the Preview Form button to preview what your form looks like.
4) Don’t forget to save your work by clicking the Save Form button.