Technician assignment and workload balancing

Step-by-Step Breakdown

Detailed explanation of each automated stage in the workflow.

1. 1

   Trigger

   New service request received

   A customer service request is submitted through the customer portal or call center. The system captures job details, location, required skills, and priority level.

   ServiceTitanHousecall Pro
2. 2

   Action

   Analyze job requirements and location

   Extract required technician certifications, estimated job duration, parts needed, and calculate travel distances from technician locations. Determine skill level requirements based on job complexity.

   ServiceTitanFieldEdge
3. 3

   Action

   Retrieve available technician data

   Pull current schedules, skill certifications, geographic zones, and real-time workload for all qualified technicians. Include current job completion times and inventory availability.

   JobberServiceFusion
4. 4

   Decision

   Check technician capacity threshold

   Evaluate if any qualified technicians have capacity below 85% utilization target. If yes, proceed to assignment; if no, escalate to manual scheduling review.

   WorkizServiceTitan
5. 5

   Action

   Calculate optimal technician assignment

   Score each available technician based on travel time, skill match, current workload, and customer preferences. Select the highest-scoring technician for assignment.

   FieldEdgeServiceFusion
6. 6

   Action

   Update schedules and notify parties

   Automatically block time on assigned technician's calendar, send job details to technician mobile app, and update customer with estimated arrival time. Adjust route optimization for the day.

   Housecall ProJobber
7. 7

   Output

   Generate assignment confirmation

   Create assignment record with technician details, estimated completion time, and route optimization updates. Send confirmation notifications to customer, technician, and dispatch team.

   ServiceTitanWorkiz

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