This article will explain the checks a Logistics team member should perform when a customer orders through the customer portal. Our goal is to: 1. Make changes to the schedule as needed and 2. Ensure the portal is scheduling correctly based on the parameters 

Email Notification

Job Profile Basics

Scheduling Checks 

Where to Log an Issue

Email Notification

As a logistics team member, when a customer places an order through the Customer Portal, an email will be sent to you. The email will come from "noreply@rentready.com" and it will have a link to the JP record in Stella. Here is an example:

Additionally, you have access to a personal view entitled "Portal JPs" on the Job Profile tab - this view contains all JPs that have been places through the Customer Portal. 

Job Profile Basics

The Job Profile has a few fields that should be checked to ensure the overall details are correct.

• Move-in, Move-out, Ready By Date
  • These dates are important to note as you look at services they have scheduled. We want to make sure that we are meeting the dates they have provided and that it is feasible to complete services within the time frame
• Customer Notes
  • A customer may add specific notes about this unit and those would appear here. Making sure you check this note field for any extra details they wanted us to know

Scheduling Checks

When a customer places an order through the portal, the process of auto assignment is triggered. Based on the date they have chosen, there is logic that picks the best fit for the WO. It then creates the booking and schedules the WO. 

Our main goal is to determine if there is an issue with the way the portal is scheduling, report that issue, then fix the schedule as needed. 

Here is the logic the auto assignment process follows

1. Highest Priority - Matched Primary Pros
   1. Check if there is more than one primary pro. If so, it will look for the one that already has work scheduled at the property that day. If there isn't one, then:
   2. Check for the primary pro with the higher work volume in the last 21 days. If there isn't one, then:
   3. Check for primary pro with higher remaining capacity for the day. If there isn't one, then:
   4. Select the first one on the list
2. Second Highest Priority - Matched Secondary Pros
   1. Check if there is more than on secondary pro. If so, it will look for the one that already has work scheduled at the property that day. If there isn't one, then:
   2. Check for the secondary pro with the higher work volume in the last 21 days. If there isn't one, then:
   3. Check for secondary pro with higher remaining capacity for the day. If there isn't one, then:
   4. Select the first one on the list
3. Lowest Priority - Non-Preferred Pros
   1. Check if there is a pro that already has work scheduled for the property on that date. If there isn't one, then:
   2. Check for pro with highest work volume in the last 21 days. If there isn't one, then:
   3. Select the first one on the list

**The above logic takes into consideration the capacity of the WO. Example, if the WO has a capacity of 3 (paint with addons), and the pro only has a MC of 1, it will automatically be removed from the selection process. It views that pro as "unavailable" because of their insufficient capacity. 

**The above logic takes into consideration time-off requests and maxcap daily adjustments (crews) for calculating availability.

In real time checking, you do not need to follow this logic exactly. We want to make sure the auto assignment is working by assigning the preferred pros majority of the time. If it does not assign a preferred pro, is it a pro that has work scheduled there that day or a pro has been to the property before?

Examples of auto assignment failing:

• Assigning work to a pro in a different market
• Assigning work to a pro of a different skillset
• Assigning work to a non-preferred pro when the preferred pro is available 
• Assigning work to a pro on a day they are marked unavailable 
• Assigning work to a pro when they do not have enough capacity left 

So what to do if you notice an issue? See below

Where to Log an Issue

After doing your scheduling checks, if you notice an issue with the order, we need to log that information. For smaller issues about the Portal order, you will log a feature request (see below). If it seems like a high priority issue (ie a pro in a different market was assigned to work) please send that information in the Ops-Support Channel in teams. 

1. Navigate to the support request tab
   
2. Create new support request
3. Choose the following options on the support request form and then Save
   1. Support Type: Feature Request of Suggestion
   2. Severity Level: Medium
   3. Summary of Issue or Feature: PORTAL Scheduling Issue
   4. Request Type: New Feature or Functionality 
   5. Request Area: Website
   6. Feedback Description: Copy and paste a link to the specific JP
   7. Feedback Justification: Description of assumed issue with JP