June 2025

Appointment overview

Appointment is a module within the Routing & Optimization solution. It brings booking and routing together in place, so service teams can schedule appointments and manage routes without switching between tools.

When a customer calls to book a service visit, dispatchers can use Appointment to see available times. The system suggests the best options based on what’s already happening in the field. It accounts for travel time, technician skills, and how much work is already assigned that day.

The system automatically recalculates and updates routes in real time as appointments are added, changed, or cancelled throughout the day. This keeps your schedule optimized without the need to manually adjust routes and plans.

! IMPORTANT: A subscription to the Advanced Routing & Optimization is required to use this module.

Dashboard

The Dashboard tab shows a live operation view of your appointments. This includes:

1. Unassigned work
2. At-risk appointments
3. Delayed jobs
4. Total workload
5. Operational status

The first time you view the dashboard, it displays all branches you have access to. You can tailor your view by selecting a date range and branch filters, which the system will remember the next time you open the dashboard.

You can also customize the types of data your dashboard displays to suit your specific needs. A full list of the available widgets for the Dashboard can be found by navigating to the Dashboard tab and clicking Configure in the top toolbar.

The dashboard updates in real time as the day progresses. This helps you stay on top of potential issues before they become problems.

Note: Access to the Appointment dashboard requires the appropriate user permissions. Contact your administrator if you do not see the Appointment menu item.

Dashboard components

The dashboard is organized using the following components.

Branch header carousel

The carousel at the top of the dashboard displays a summary card for each selected branch. Each card shows four real-time KPIs:

1. Capacity % — The percentage of available resource time that is filled with appointments.
2. OTA % — The on-time arrival percentage for the current day.
3. Unassigned — The number of visits not yet assigned to a resource.
4. Appointments — The total appointment count for the branch.

Cards are color-coded: green indicates healthy performance, amber indicates caution, and red indicates a threshold has been breached. Click any branch card to filter the dashboard to that single branch.

KPI widgets

The KPI widget strip displays configurable summary cards below the branch header. Cards are organized into four categories:

1. Today — Real-time metrics for the current day including appointment counts, capacity, OTA, late/missed visits, and resource availability. These pull from live dispatch data.
2. Total — Aggregate metrics across the full selected date range including total appointments, average per day, resource count, duration, and route plan metrics.
3. Past — Historical performance metrics for dates before today including completion rate, late calls, drive distance, overtime, and cost per visit.
4. Upcoming — Forward-looking metrics for future dates including open and unassigned counts, forced appointments, expected revenue, and planned capacity.

The dashboard is preconfigured with eight default cards:

1. Today
2. Total appointments
3. Avg/Day
4. Resources
5. Completion Rate
6. Avg Duration
7. Past Appointments
8. Upcoming

See Configuring the dashboard to learn how to add and remove widgets from your dashboard.

Weekly calendar

The Weekly Calendar displays a 7-day grid view with daily metrics for each day in the selected range:

1. Capacity % — Daily capacity fill percentage.
2. OTA — On-time arrival rate for the day.
3. Drive Time — Total drive time across all routes.
4. Duration — Total appointment service duration.
5. Orders — Number of orders scheduled for the day.

Use the weekly calendar to spot trends and identify days with low capacity or poor OTA performance.

Capacity by Day chart

This chart compares capacity utilization over two 15-day windows: the previous 15 days and the most recent 15 days. Use the toggle buttons to select which data series to display. This view helps identify whether capacity utilization is trending up or down relative to the prior period.

Orders chart

The Orders Chart displays order volume trends over time with toggleable series:

1. Regular — Standard scheduled orders.
2. Same Day — Orders added on the day of service.
3. Forced — Orders that bypassed optimization constraints.
4. Overtime — Orders scheduled during overtime hours.
5. Projected — Forecasted order volume.
6. OTA — On-time arrival trend line.

Toggle individual series on or off by clicking their labels in the chart legend.

Planned vs Actual widget

This chart compares planned route schedules against actual execution. It shows how closely your field operations follow the optimized plan. Large gaps between planned and actual values may indicate scheduling issues, traffic delays, or service duration estimate inaccuracies.

Appointment Map view

The map view on the Dashboard tab displays appointment locations as markers.

1. Marker Colors — Markers are color-coded by appointment status: green for Completed, blue for Open, red for Cancelled, and grey for Not Done.
2. Clustering — When the view contains 500 or more markers, they automatically cluster for readability. Zoom in to expand clusters.
3. Appointment Popups — Click any marker to see an appointment summary popup with key details such as customer name, time window, status, resource.
4. Overlays — Toggle heatmap and resource zone overlays using the map controls to visualize appointment density and service territory coverage.

Last Appointments panel

The Last Appointments panel on the Dashboard tab displays recent appointments organized by priority:

1. High — Appointments requiring immediate attention (overdue, at risk, or escalated).
2. Medium — Appointments with upcoming time windows or pending confirmation.
3. Low — Completed or future-dated appointments with no action needed.

Click any item in the panel to navigate to its full details.

Configuring the dashboard

You can configure your dashboard to show the data that is important to you. All widgets can be hidden or shown depending on your needs.

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. Click Configure at the top of the dashboard page.
4. Select the widgets you want to show on your dashboard.
5. Deselect any widgets you want to hide.
6. Click Save.

Widgets you add to your dashboard can be dragged and dropped to rearrange them to match your needs. Click anywhere on the widget to drag it.

Filtering the dashboard

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. To filter the dashboard by branch:
4. 1. Click the Modify selection at the top of the page.
   2. In the popup window, select the branches you want to see on the dashboard.
   3. Click Save.
4. To filter the dashboard by date range:
5. 1. Click the Date range field at the top of the page.
   2. Select a start and end for your date range.

Your selected filters persist across user sessions. The next time you open the Appointment dashboard, it will automatically apply the last filters you used.

Monitoring Branch performance using the Dashboard

Use the following workflows to monitor Branch performance.

Real-time monitoring

To monitor day-of operations:

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. Select the branches you want to monitor by clicking their cards in the carousel at the top of the page.
4. Click the Date range field at the top of the page.
5. Set the current day as the start and end date of the date range.
6. Review the branch carousel for any branches showing red or amber indicators.
7. Check the Today KPI widgets for Late, Missed, At Risk, and Unassigned counts.
8. If any counts are greater than zero, click through to the Appointment details table, filter by the relevant status, and take corrective action (reassign, reschedule, or escalate).

Weekly planning

For weekly capacity planning:

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. Select the branches you want to monitor by clicking their cards in the carousel at the top of the page.
4. Click the Date range field at the top of the page.
5. Set the upcoming week as the start and end date of the date range.
6. Review the Weekly Calendar for days with low capacity fill (below 50%).
7. Check the Upcoming KPI widgets for Unassigned and Open appointment counts.
8. Review the Orders chart for unusual volume spikes or drops.
9. Adjust resource scheduling or appointment bookings as needed to balance capacity across the week.

Historical performance review

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. Select the branches you want to monitor by clicking their cards in the carousel at the top of the page.
4. Click the Date range field at the top of the page.
5. Set the start and end date of the date range to the time period you want to review.
6. Review the Past KPI widgets for Completion Rate, Late Calls, and Missed appointments.
7. Check the Capacity by Day chart for utilization trends.
8. Use the Planned vs Actual widget to assess schedule adherence.
9. Export or screenshot the data as needed for reporting.

Appointments

The Appointments tab shows you all of your appointments, filtered by branch. You can filter the appointment list by appointment status (open, completed, cancelled, not done) or appointment type.

You can also view your appointments on the map and review your most recent appointments on the dashboard.

Viewing appointments

You can view all your appointments in one place using the Appointments tab.

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. Click Appointments in the top menu.
4. Select the date range for the appointments you want to view in the top toolbar.
5. Select a branch from the cards at the top of the page.
6. Filter the appointment list:
7. 1. Use the appointment status pills at the top of the list to view appointments with that status.
   2. Use the Type dropdown at the top right corner of the list to select an appointment type to view.
   3. Use the Search bar to search for a particular appointment.

The list automatically filters based on your selected criteria. Click an Appointment ID from the list to view the appointment’s details.

Creating appointments

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. On the Appointment Dashboard, click + New Appointment.
4. Select a branch for your appointment.
5. Add a customer:
6. 1. Add an existing customer by using the search field to find them.
   2. Add a new customer using the + New Customer button and adding a contact name.
6. Add contact information for the customer.
7. Select an order type from the dropdown menu. Note: The Duration window automatically updates based on the order type you select. You can manually adjust the duration if needed.
8. Select a date range and time window for the appointment.
9. Click Check Availability.
10. Select a suggested time slot for the appointment. Note: The most efficient appointment slot is highlighted at the top of the list for you.
11. Click Book Appointment Now.

Rescheduling appointments

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. Click Appointments in the top menu.
4. Locate the appointment you want to reschedule in the list using the provided filters or by using the Search bar.
5. Select the Appointment ID to open the appointment details.
6. Click Reschedule in the top toolbar.
7. Adjust the appointment time using the Arrival Date, Window Start, and Window End fields.
8. Click Save.

Canceling appointments

NOTE: You cannot cancel same-day appointments.

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. Click Appointments in the top menu.
4. Locate the appointment you want to cancel in the list using the provided filters or by using the Search bar.
5. Select the Appointment ID to open the appointment details.
6. Click Cancel Appointment in the top toolbar.
7. Confirm your selection in the popup dialog by clicking Cancel It.

If desired, you can add a reason for canceling the appointment in the popup dialog.

Customers

The Customers tab is a built-in customer record system that lets you centralize customer data, addresses, and service history within the Appointments module. You can add and manage customers to help make scheduling appointments easier.

Adding new customers

You can add new customers to the module to automatically populate their information when scheduling new appointments.

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. Click Customers in the top menu.
4. Click + New Customer in the top toolbar.
5. Add the customer’s information on the New Customer form:
6. 1. Add a name for the customer in the Name field.
   2. Assign the customer an ID using the External ID field.

   3. Note: If the External ID field is left blank, an ID is automatically generated for the customer.

   3. Select a branch for the customer using the Branch dropdown.
   4. Add the customer’s address using the Address fields.
   5. Add the customer’s contact details using the Contact fields.
6. Click Save.

Editing customer information

You can update existing customers’ information by editing their profiles.

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. Click Customers in the top menu.
4. Locate the customer you want to edit in the list or using the Search bar, and click Edit.
5. Edit any of the available fields for the customer.
6. Click Save.

Archiving customers

Archiving customers lets you keep your records clean and makes it easier to find active customers in your customer database.

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. Click Customers in the top menu.
4. Locate the customer you want to edit in the list or using the Search bar, and click Archive.

Archived customers can be restored at any time.

Restoring archived customers

You can restore archived customers to add them back into your pool of active customers.

1. Navigate to Productivity > Advanced Routing > Optimization Center in the main menu.
2. Locate the Appointment module in the module list and click Launch Appointment.
3. Click Customers in the top menu.
4. Click Show archived in the top toolbar.
5. Locate the customer you want to edit in the list or using the Search bar, and click Restore.