triage of the most common technical support issues for...
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Triage of the Most Common Technical Support Issues for Mobile Workforce Essentials
Vodafone
Power to you
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Contents
Device Support1.1 Install Application on Device 041.2 MWENotification-Android 051.3 MWENotification-iOS 071.4 Device Not Tracking 091.5 UnabletoLogintoDevice 121.6 SessionTimeoutError 131.7 OrderStatuses-FormData 141.8 NotReceivingFormData 161.9 Battery Drain 18
Web Support 2.1 HelpUsingWebsite 202.2 UnabletoseeTimeEntryData 232.3 CreatingUsersandAssigningRolesin MobileWorkforceEssentials 242.4 ReportsnotEmailingafterForm Submission 262.5 ReportWindowNotDisplaying 282.6 DispatchingOrdersNotAppearing on Device 32
Triage of the Most Common Technical Support Issues for Mobile Workforce Essentials
Actsoft CX – Global Customer Experience Center
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DEVICE SUPPORT
• All device troubleshooting steps are assuming the MWE application is on the latest version available. If application is not up to date, please update it before applying any of the following steps.
• All escalations must include the user, time and date of the debug log submissions. Please also include screenshots of the submission history for the affected device(s) if applicable.
Minimum Specs Recommended SpecsAndroid OS Version 3.0-“Honeycomb” 4.4-“KitKat”orhigherProcessor1 1GhzSingleCore 2GhzQuadCoreRam1 512MB 1+GBStorage 4GB 16+GBDisplay 489x640px 1080x1920 pixelsBattery2 1860mAh 2800mAhGPS RequiredAccelerometer RequiredCamera N/A 5+MPGoogle Play Services3 Required
1–Otherappsrunninginthebackgroundmaygreatlyaffectappperformance2–BatteryusagemayvaryifusingGPSTrackingfeature3–VodafoneMWErequiresGooglePlayServicestooperate
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Install Application on Device
How do I install the Mobile Workforce Essentials app on my phone/tablet?
For Android, install the app via the Google Play Store:
1. SearchforVodafoneMobileWorkforceEssentialsinthePlayStore.
2.SelecttheInstallbuttontodownloadand install the app.
For iOS, install the app via the App Store:
1. SearchforVodafoneMobileWorkforceEssentialsintheAppStore.
2.SelecttheGet andthen Install buttonstodownloadandinstalltheapp.
1.1
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MWE Notification-Android
Firststepistogointothesettingsonthedeviceandlocatetheapplicationmanager.
Next, locate the MobileWorkforceEssentialsapplicationintheapplicationmanager.
Enabling notifications for MWE on Android
1.2
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MWE Notification-Android
SelectnotificationsfromtheVodafoneMWEappinfo.
Make sure Block allisnoton,andOnthelockscreen is not set to Don’tshownotificationsatall.
If the user is still unable to receive notifications, try the following steps to further troubleshoot:
1.2
1. Confirmuserisincoveragebyopeningabrowsertocheckifphoneconnectstotheweb
2. Ifuserisincoverage,returntotheapplication
3. Fromtheapplicationmenu,chooseLogOut
4. Ontheloginscreen,enteruserpasswordandselectSignIn
5. Onthewebapplication,gotoMessagingandsendamessagetotheuser’shandset
6. Applicationiconshouldcomethroughinthenotificationbaratthetopleftofthehandset
7. Ifnotificationsarestillnotbeingreceived,uninstallandreinstalltheapplication.
8. Repeatsteps5and6.
9. Ifnotificationsarestillnotbeingreceived,fromthemainscreen,tapMenu>SendDebugandescalatetoActsoftSupport.
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Gotothesettingsonthedevice.LocateNotifications.
SelectNotifications.
Onceinsidenotifications,findtheMobileWorkforceEssentialsapplication.
MWE Notification-iOS
Enabling notifications for MWE on iOS
1.3
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SelectMobileWorkforceEssentials.
Onceselected,makesureallownotificationsisonas shown on right.
Youcanalsoallowthenotificationstoshowinthenotificationcenter,aswellasonthelockscreen.
Iftheuserisstillunabletoreceivenotifications,trythefollowingstepstofurthertroubleshoot:
1. Confirmuserisincoveragebyopeningabrowsertocheckifphoneconnectstotheweb
2. Ifuserisincoverage,returntotheapplication
3. Fromtheapplicationmenu,chooseLogOut
4. Ontheloginscreen,enteruserpasswordandselectSignIn
5. Onthewebapplication,gotoMessagingandsendamessagetotheuser’shandset
6. Messageshouldcomethroughasaquickbanneralongthetopofthehandset
7. Ifnotificationsarestillnotbeingreceived,uninstallandreinstalltheapplication
8. Repeatsteps5and6
9. Ifnotificationsarestillnotbeingreceived,fromthemainscreen,tapMenu>DebugLog
10. TapSendLog
MWE Notification-iOS 1.3
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When I log into the web portal, I do not see any tracking data from my device.
1.Checklocationsettingsondevicetoensurethattheapphaspermissionstousethedevicehardware.
Device Not Tracking 1.4
OnAndroiddevice,confirmthatthelocationservicesareonandthemodeissetto"HighAccuracy"
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1. Havetheuserlogoutandverifythecorrectusernameisentered.
2. Verifytrackinghistoryofdevicewithinwebportal(customerwillneedtoprovideaccess).Documentanyexamplesfoundinhistory.
3. Ifdeviceisstillnottracking,opentheappmenuandsenddebuglogs.
4. Documentallsymptomsandtroubleshootingdone,thenescalatetheissuetoActsoftSupport.
Device Not Tracking 1.4
ForiOSdevices,verifythatthelocationservicesareenabledforthedevice,aswellasfortheMobileWorkforceEssentialsapp.
When I log into the web portal, I do not see any tracking data from my device.
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I am unable to log into the Mobile Workforce Essentials app installed on my device.
If a customer is not able to log into the app on their device, check the following:
Unable to Log into Device 1.5
1. Verifyuserisactiveinwebportal.
2. Confirmwithuserthattheusernameandpasswordenteredduringloginattemptwereenteredcorrectly.
3. Usethe“Forgotpassword”linkfromtheloginscreenofthedeviceapptoresetpassword.
4. Ifusersstillcannotlogin,documentallsymptomsandtroubleshootingdone,thenescalatetheissuetoActsoftSupport.
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I was logged into the Mobile Workforce Essentials app on my device but, when I
attempt to submit a form, I get an error telling me my session has expired.
Theaboveerroriscausedbyanotherdevicebeingloggedintotheiraccountusingthesamelogincredentials.Tofixtheproblem:
WhenuserslogintoMobileWorkforceEssentials,atokenisgeneratedthatisrenewedeveryhourforaslongastheuserisloggedin.Ifanotherdeviceisloggedintotheaccountusingthesamelogincredentials,theseconddevicetologinwillreceivetheupdatedtoken,whichmeansthatthesessionwilltimeoutforthefirstdevicethatwasloggedin.(Itmaytakeuptoanhourforthefirstusertoreceivethetimeouterror.)
1. HavetheuserthatreceivedthetimeouterrorlogbackintotheMobileWorkforceEssentialsappontheirdevice.Thisshouldgenerateanewtoken,whichshouldreturntheaccesstotheirdevice.
2. Ifpossible,havethemalsologoutoftheseconddevicetoensurethatnomoreconflictscomeup.
Session Timeout Error 1.6
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When I change an order status on the MWE app, it does not reflect on the MWE portal.
1. Determinewhetherthisisaffectingallusers,orspecificusersbysimplyaskingthecustomer.
2. AccessthesubmissionhistorytoseeiftheformsubmissionisCompleted, Pending, Failed, or just not showing at all.
A) B)
Order Statuses - Form Data 1.7
Iforderstatus-Completed:1. Ifstatusiscompleted,logouttoverifyappisloggedinunderthecorrectusername.
2. Logbackin.Ifusernameiscorrect,senddebuglog,thenescalatetoActsoftSupport.
Iforderstatus-Pending:1. Ensurenetworkisnotthecause.Ifonmobiledata,havethemattempttoaccessanywebsite.If
itdoesnotloadthepage,thentheyhavepoor/noconnection.IfonWiFi,havethemturnofftheconnectionandattempttochangethestatusagain.TheWiFimaybepreventingthechange.
2. Teststatuschangesonyourpersonalaccount.Ifitdoesnotworkfromyouraccounteither,informyoursupervisorofpossiblefeaturesoutage.Refertosupervisorfornextstepsifthisisthecase.
3. Trytonarrowdownthecause.Ifmessagesorformsareavailable,sendmessageorformtodetermineifitisrelatedtoordersonly.
4. Iftrackingisenabled,ishistoryuptodate?
5. Ifstatusesarestillnotchanging,obtainlogsfromtheuser(s)andescalatetoActsoftSupport.
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Order Statuses - Form Data 1.7
Iforderstatus-Failed:1. IfstatusisFailed,expandtheFailedtabandtakea
screenshot.
ForiOS
• Insubmissionhistory,selectedthefailedentry.SelecttheServerResulttabandeithertakeascreen shot or not the error.
• SelecttheDataSenttabandtakeascreenshot.
ForAndroid
• InSubmissionHistory,longpressthefailedstatusto open the error. Take a screenshot. Note, scroll-ingmayberequiredtoviewentireerror.
2. Teststatuschangesonyourpersonalaccount.Ifitdoesnotworkfromyouraccounteither,informyoursupervisorofpossiblefeatureoutage.Refertosupervisorfornextstepsifthisisthecase.
3. Trytonarrowdownthecause.Ifmessagesorformsareavailable,sendmessageorformtodetermineifitisrelatedtoordersonly.
4. Ifstatusesarestillnotchanging,obtainlogsfromtheuser(s)andescalatetoActsoftSupport.
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When I submit a form from the MWE app, it does not appear on the MWE portal.
Not Receiving Form Data 1.8
1. Determinewhetherthisisaffectingallusers,orspecificusersbysimplyaskingthecustomer.
2. AccessthesubmissionhistorytoseeiftheformsubmissionisCompleted, Pending, Failed, or just not showing at all.
A) B)
Ifstatus-Completed:1. Ifstatusiscompleted,logouttoverifyappisloggedinunderthecorrectusername.
2. Logbackin.Ifusernameiscorrect,senddebuglog,thenescalatetoActsoftSupport.
Ifstatus-Pending:1. IfStatusisPending,havetheuseropenabrowserandsearchforapagetoconfirmthedeviceisin
coverage.
2. Ifdeviceisincoverage,trytonarrowdownthecause.Ifmessagesorotherformsareavailable,sendmessageorformfromtheuser’sdevicetodetermineiftheissueoccursduringallsubmissions.IfnewsubmissionsremaininPending,trytosubmitaformfromyourpersonalaccount.Ifitdoesnotworkfromyouraccounteither,informyoursupervisorofpossiblefeatureoutage.
3. Ifformssubmitfromyouraccount,exporttheformthatisinpending,thenimportittoyourownaccount.Logintoyouraccountonadevice,completeandsubmittheform.Ifformgetsstuckinpendingonyouraccount,thiswouldpointtoanissuewiththeform.
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Not Receiving Form Data 1.8
4. Ifformsubmitscorrectlyfromyourpersonalaccount,continuetotrytonarrowdowntheissuebyverifyingtheuserhistoryisuptodateiftrackingisenabled.
5. Ifsubmissionwillnotleavependingstatus,escalatetoActsoftSupport.
Ifstatus-Failed:1. IfStatusisFailed,expandtheFailedtabandtakea
screenshot.Sendtosupport.
2. Trytonarrowdownthecause.Ifmessagesorotherformsareavailable,sendmessageorformfromtheuser’sdevicetodetermineiftheissueoccursduringallsubmissions.Ifnewsubmissionsalsofail,trytosubmitaformfromyourpersonalaccount.Ifitfailsfromyouraccountaswellinformyoursupervisorofpossiblefeatureoutage.
3. Ifformssubmitfromyouraccountcorrectly,exporttheformthatisinpending,thenimportittoyourownaccount.Logintoyouraccountonadevice,completeandsubmittheform.Ifformgetsstuckinpendingonyouraccount,thiswouldpointtoanissuewiththeform.
4. Ifformsarestillnotbeingreceived,obtainlogsfromtheuser(s)andescalatetoActsoftSupport.
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BatteryDrain:
LikewithmostGPSbasedapplications,normalusageofMWEcanresultinincreasedbatteryusage.
Typicalcallsthatcomeinfromthisissueareusuallygoingtobefromcustomerswho:
A)Arenewtotheapplication.
Inthiscase,whatwewanttorecommendtothecustomerisnormalhandsetbestpracticesforbattery
longevityandmaintenance.Thisistypicallyacasewheretheuserhasinstalledtheapplicationontheir
phone,andtheyhavenoticedthattheirbatterylifehasdecreasedmorethanusual.Whilewedonot
recommendusingpowermanagementtomaintaintheirbatterylifeasitcouldpossiblydisablethe
application,wedowantthemtobemindfulofhowtheyareusingthedeviceduringworkhours.Good
questionshereare:Isthescreenbrightnessmaxedout?Arethereanyotherapplicationscurrently
activeonthedevice?Hastheuserbeenmovingaroundmorethanusualtoday?Bemindfulofthe
factthatwithMWEweuseintelligenttracking,whichismovementbased,andthealgorithmdiffersby
platform,amongotherthingsthatgointotrackingthedevicelikehavingtousethecellularnetwork
togeneratealocation.Essentiallytheharderitistotrackthedevice,orsenddatafromthedevice,the
morebatteryitisinherentlygoingtouse.Goodpracticesforusersinthiscasearetoavoidusingapps
thataren’tbusinesscriticalduringbusinesshours,carryingasparebatteryorcharger,tryingashardas
theycantostayingoodcoverageand/orWiFi,andwhennotinuse,keepingthescreenoff.It’salsoa
goodideatokeepthescreenbrightnesslowerthanthemaximumsetting.
B)Movearoundquiteabit.
Themorethecustomermovearoundfrequently,themorethedeviceisgoingtotrack.Ifacustomeris
movingaroundmorethanusualtheymaynotbereadyforasharpdropinbatterylife.Mostofthetime
whileusingintelligenttracking,anytimemovementisdetected,thedevicebeginscalculatingwhether
ornottrackingshouldevenbeinitialized.Thisconsumesbattery.Iwouldencourageusersstatingthat
theyareexperiencingintermittentbatteryleveldropstoviewtheirdevicehistory,andseeiftherewere
moretasksperformedonthatdaythanusual.Asidefromthis,thesamestepsastheaboveapply–with
regardtocoverage,appusage,andtasks.
Battery Drain 1.9
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C)Experiencehardwareissueswiththeirbatteryordevice.
Thisisamoreuniquesituationinwhichthecustomermayreportthattheyareexperiencingbattery
drainagemoresothanotherusersonthesameaccount.Becausetheapplicationisglobal,thereisa
goodchancethatalotofourcustomerswillbeinstallingtheapplicationonolderdevicesthatmeet
theproperspecifications.Easywaystoidentifythisaretoasktheusertocomparebatterylevelswith
otherusersthathaveasimilardevice.Itmaybeherethattheusernoticesthattheirdevicefallsmore
inlinewithoneofthefirsttwooptions,howeverifthecustomerreportsthattheirdevicesisdoing
somethingoutsideofthenorm,it’sagoodideatogetthemtotheirCarrierTechnicalSupportteamfor
deviceevaluation.Inatypicalenvironment,theolderabatteryis,andthemoreit’sused,thequickerit
willdischarge.
D)Escalatedcases
Insomecases,thereisgenuinelynoexplanationforthebatterydrain,asinabrandnewfleetof
devicesbarelygetsthroughhalfthedayonnormalusageingoodcoverage.Inthiscase,wewantto
grabasmuchdetailedinformationaboutthesituationaspossible,andescalatethroughtheproper
channels.WestrivetoensurethattheMobileWorkforceEssentialsisalwaysworkingwell.Incases
wheretheobviousexplanationdoesn’tfixtheproblem,pleaseescalatetheissuetotheActsoftTech
Battery Drain 1.9
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WEB
• Supported browsers are Internet Explorer 9, Edge, Firefox, Chrome and Safari.
• All escalations must contain screenshots of the affected feature along with specific examples if possible.
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I am looking for help using some of the different features on the website.
Forcustomersseekinghelp/trainingonusingthesite,wehavecompiledallofthe necessary resources into the help sections within the site.
CustomerscanfindhelpbyselectingtheView tutorialsbuttonatthetoprightareaofthewebsite,beneaththeSignoutbutton:
ThisbuttonbringsupthelistofavailableVideoTutorials:
Thecustomercanthenselectanyofthevideostohelpguidethemonhowtousethedifferentfeaturesavailable.
Help Using Website 2.1
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Alternatively,everyareaofthesiteshouldhaveitsownpopouthelpguidedirectlyrelatedtotheareaofthesitebeingviewed.
Forexample:(Overviewpage)
(DispatchingDashboardpage)
(UserActivitypage)
ThecustomercanthenselecttoviewMore informationonthatparticularsection:
(Providesatext-basedguidetoalloftheinformationdisplayedinthecorrespondingsection)
Help Using Website 2.1
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Or,theycanelectto“Watchavideo”explainingthatparticularsection:
(Providesavideotutorialcoveringalloftheinformationdisplayedinthecorrespondingsection)
Ifthecustomerhaswatchedthetutorialvideosandthehelpguidesandstillneedshelp,thenextstepistohavethecustomercontacttheirserviceprovidertoarrangeamorethoroughtrainingsession.
Help Using Website 2.1
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I do not see any time data from my users when I log into the web portal.
Ifacustomerishavingproblemswithviewingthetimeentryreportfromthewebportal:
1. Verifybrowser(InternetExplorer,Chrome,Firefox,etc.)
2. Determineifthecustomerhasanypop-upblockersoftwareinstalled
3. Iftheydohaveapop-upblockerinstalled,removeordisablethepop-upblockersoftware.
4. Tryadifferentbrowser(ifpossible)
5. Ifyoucanconfirmusershaveclockedin/outanddataisstillnotdisplaying,submitlogsfromthe
device(s)andescalatetoActsoftSupport.
Unable to see Time Entry Data 2.2
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• ThenclickUsers
• UserscanonlybecreatedwithintheCloudMarketplace.• OncetheyhavebeencreatedanAdminwillbeabletomodifytheirSecurityRole
withintheMobileWorkforceEssentialsPortal
Nowyoucanchoosetheroleofyouruser.Forexample,Administratorhasfullaccesstothewebsiteaswellastheapp.
Mobileisprimarilyforusersthatwillbetrackedandwillinstalltheappontheirdevice(thisuserwillnothavewebaccess).
Creating Users and Assigning roles in Mobile Workforce Essentials 2.3
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Auserissomeonewhocanaccessthewebandmonitorusersaswellasinstalltheappontheirdevice.
Afteryouhavechosenaroleforyouruser,completeallfields(theusernamemustbeuniqueforeachuser)thenclickaddtosavetheinformation.
Creating Users and Assigning roles in Mobile Workforce Essentials 2.3
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Ifyouhavesetupautomaticemailsinaformmodule,everytimethemoduleissubmitted,anemailis
automaticallysenttothespecifiedaddresses.Ifyouarenotreceivingtheemails,followthebelowsteps
untilyoufindtheproblem:
1. Verifyintheform’sentriespagetomakesuretheformwassubmittedandreceived.Gotowireless forms>selectthedesiredmodule>entries.
Reports not Emailing after Form Submission
2. Makesurethedesiredemailaddressisincludedinthelistofaddresses.Gotoadministrative>modules>selectthedesiredmodule>edit.
2.4
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Gotoemailsettingsandverifythatthedesiredemailisintheemailslist.
3.Checkyourspamfiltersorjunkemail.Ifyoufindtheemail,makesuretosettheMobileWorkforce
Essentialssenderemailaddressintoyourcontactstomakesureitisatrustedaddress.
4.TryusingapersonalemailaddressoutofyourorganizationlikeYahooorGmailandverifytheemailsarebeingreceived.Iftheyare,thentheremustbeanissuewithyourcorporateemailaccountthatisrejectingtheemailsfromtheMobileWorkforceEssentialssenderemailaddress.Inthiscase,thecustomershouldcontacttheirITdepartmentoremailserviceprovider.
Reports not Emailing after Form Submission 2.4
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Whenyouselecttorunareport,thereportwilltypicallyopeninanewreportviewerwindow.Becauseitisinaseparatewindow,youwillwanttomakesureyourpop-upblockersareturnedoff.
ForGoogleChromefollowthebelowsteps:
1.SelectcustomizecontrolGoogleChrome>settings.
2.Scrolldowninthesettingspageandselectshowadvancedsettings.
Report Window Not Displaying 2.5
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4.Scrolldown>selectallowallsitestoshowpop-ups>done.
3.Selectprivacy > content settings
Report Window Not Displaying 2.5
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ForInternet Explorer followthebelowsteps:
1.Selecttools > internet options.
2. Go to the privacytab>uncheckturnonpop-upblocker>apply >ok.
Report Window Not Displaying 2.5
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ForMozillaFirefoxfollowthebelowsteps:
1.Selectopenmenu>options.
2.Selectcontent>uncheckblockpop-upwindows.
Report Window Not Displaying 2.5
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Openwillallowyoutoviewordersthathavebeenassignedbutnotyetcompleted
• Ifauserstatesthatheorshehasnotreceivedtheorderontheirdevice,havetheuseropentheMobileWorkforceEssentialsapp>clickthethreedotsintheuppercornerandselectrefresh.
• Ifrefreshdoesnotdisplayneworders,havetheuserlogoutthenlogbackin.
• Ifstillunabletoreceiveneworders,havetheuserverifytheyhaveagoodsignalandarecapableoftransmittingdata.Youcouldhavetheuseraccesstheweborsend/receivetext.
• Iforderispending,havetheuserrebootthedevice.
First,verifytheorderstatus>selectdispatching>orders
Ifthestatusisunassigned>clickedittoassigntheorder
Rememberto save beforeexiting.
Theheadercontainsaquickviewofordersandtheircurrentstatus>clickatabtoviewopen, or completedorders.
Dispatched Orders Not Appearing on Device 2.6
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THANK YOU
Actsoft CXGlobalCustomerExperienceCenter
NextLevelCustomerCare.UnmatchedCustomerValue.
Actsoft Inc.10006N.DaleMabryHwy.,Suite100Tampa,FL33618
888-732-6638
www.actsoft.com