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Teams List View

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Overview

Teams group technicians together for organizational and operational purposes. Teams can be based on geography, specialty, management structure, or any other logical grouping that supports your dispatch and management needs.
Well-structured teams simplify dispatch by allowing work to be assigned to a team rather than specific technicians. The dispatcher or system can then select the best available technician from the team.

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When to Use Teams

Create teams for:
  • Geographic Coverage - Technicians serving a specific area
  • Skill Specialization - Groups with particular expertise
  • Management Structure - Reporting hierarchies
  • Dispatch Groups - Flexible work assignment
  • Shift Coverage - Day shift, night shift, weekend teams
Start with simple team structures. You can add complexity as your dispatch needs become clearer.

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Team Information

Each team includes:
FieldDescription
Team NameDescriptive name for the team
Team CodeShort identifier
Team LeaderManager or supervisor for the team
BranchAssociated service branch
MembersTechnicians belonging to this team
Service AreaGeographic territory (if applicable)
StatusActive or inactive

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Team Types

TypeDescriptionExample
GeographicBased on service territoryNorth Region Team
SpecialtyBased on skills/expertiseHVAC Installation Team
ManagementBased on reporting structureJohn’s Team
ShiftBased on working scheduleWeekend Team
ProjectTemporary for specific projectsMall Renovation Team

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Creating Teams

1

Navigate to Teams

Go to Workforce > Teams
2

Click Create

Start a new team
3

Enter Team Details

Provide name, code, and description
4

Assign Team Leader

Select the team supervisor
5

Set Branch Association

Link to service branch
6

Define Service Area

Set geographic boundaries if applicable
7

Add Team Members

Select technicians to include
8

Save Team

Save the team configuration

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Adding Team Members

1

Open Team

Select the team to modify
2

Go to Members Section

Navigate to team membership
3

Click Add Member

Open member selection
4

Select Technicians

Choose technicians to add
5

Save Changes

Confirm the additions
When removing technicians from teams, ensure their pending work orders are reassigned. Orphaned work orders can fall through the cracks.

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Team Dispatch

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Assignment Methods

MethodDescription
Auto-AssignSystem selects best available technician
Team Lead AssignsLeader distributes work to members
First AvailableWork goes to whoever accepts first
Round RobinWork distributed evenly across members

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Dispatch Priority

When assigning to a team, consider:
  1. Skill Match - Does the technician have required skills?
  2. Availability - Is the technician available at the needed time?
  3. Location - How far is the technician from the job site?
  4. Workload - Is the technician already overloaded?
Configure dispatch rules to automatically select the best technician based on your priority criteria.

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Managing Teams

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Team Performance

Monitor team metrics:
  • Work orders completed
  • First-time fix rate
  • Average response time
  • Customer satisfaction
  • Utilization rate

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Workload Balancing

Ensure even distribution:
  • Review individual workloads within team
  • Transfer work between team members
  • Adjust territories if imbalanced
  • Add capacity if consistently overloaded

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Coverage Planning

Ensure adequate coverage:
  • Track skill coverage across team
  • Plan for absences and leave
  • Cross-train for backup coverage
  • Maintain minimum staffing levels

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Best Practices

Define clear team boundaries, whether geographic or skill-based. Overlapping responsibilities cause confusion.
Teams should be large enough for coverage but small enough for manageable communication. Typically 5-15 members.
Ensure each team has diverse skills for coverage. Don’t put all experts in one team.
Give team leaders authority to manage their teams. They’re closest to the work.
Review team structure periodically. Adjust as your business and workforce change.
Establish communication channels for each team. Team chat, regular meetings, etc.

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Common Questions

Depending on configuration, technicians may belong to multiple teams. This is useful for technicians who cover multiple areas or have multiple specialties.
Team members remain as technicians but lose team association. Reassign them to other teams before or after deletion.
Teams are typically associated with one branch. Some organizations have teams that span branches for specialized work.
The standard structure is flat. For hierarchies, use management relationships or create team naming conventions.
Work orders can specify a team, or dispatch rules can automatically select teams based on job location, type, or other criteria.
Regular teams are static - you manually add and remove members. Dynamic teams use rules to automatically determine membership.

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Related Documentation

Dynamic Teams

Rule-based team membership

Technicians

Managing technician profiles

Dispatcher

Work assignment

Skills

Skill management