This module has many features to help employees and managers who customize or repair products manage their time more effectively.
Employee and Manager Profiles
In the Preferences section, there is an option to set which employee profiles are considered as manager profiles. Any employee with a manager profile can access additional features by using several toolbar buttons: Orders, Tracking, Stats, Statuses, Employees, Skills and Preferences.
Employees can only see the orders that have been assigned to them. Managers can switch between their assigned orders and all orders. They also have access to an additional "Tracking" view that shows them only the orders marked important or having out-of-stock products that need to be replenished. All these views are automatically refreshed after a specified number of seconds if something has changed so that all employees and managers are kept up-to-date.
Order Summaries and Countdowns
A summary of each ordered product is displayed including the order ID, customer name and phone number, product name and customization data, order remark and importance, assigned employee, estimated time remaining and the current order status. There is a + button that can be used to view more information about the order including the order reference, product price and carrier information. There is also the order's start date and estimated finish date along with a list of the delays used to create the estimate.
From the order details, it is also possible to add an accessory to an existing order. For example, a customer may purchase a "Diagnostic" product because they don't know what is wrong with their phone, then you can add a part that needs to be fixed to their order. These accessories are listed on the order detail page and can be deleted.
There is an option to allow employees to send messages to customers without giving them full access to the orders and customer service pages.
At the top of the Orders tab is the wait time until an employee becomes available for more work. There is a date and time written that can be given to customers who are waiting in line so they know approximately when they can be served. This wait time can also be displayed on the website when it is precise enough. There is an option to display simple view to customers with just the waiting time, or a more advanced view that displayed the number of assigned employees and number of available employees.
Global, Order and Shop Closure Delays
Below the wait time is the option to add an additional delay to all orders, which is useful in cases such as a fire drill that will delay work for a known period of time. It is also possible to add a delay to a specific ordered product along with a reason for the delay. The module can also automatically add shop closure delays to the orders using the configured shop hours.
Below the additional delay is a search bar that can be used to filter the order list. Any text entered in the search bar will be matched against the order ID, customer name and phone number, product name and customization data.
When a customer orders a customized product, the customized field that matches the configured "Remarks customization label" will be displayed as the remark for the order. This customer remark can be modified by employees and will only be visible to other employees and managers, not to customers.
Escalation to Manager
When an employee encounters a problem that will prevent them from customizing or repairing a product, they can change the importance of the order to "High" to escalate it. The order will then appear in the "Tracking" tab of the manager, who can then contact the employee and help them solve the problem.
Manual and Automatic Order Assignment
Employee and managers can see who is currently assigned to each order. Managers can manually unassign any order and assign an order to any employee, while employees can only assign and unassign themselves to orders. Managers can also configure the module to automatically assign orders to employees based on their configured skills. The assigned employee must click a link to indicate they have started working on the assignment before their work time is counted in the statistics.
Managers can see a list of all ordered products along with the estimated work time and the average work time of all employees. They can also see a list of all the employees who have ever worked on a product and a graph that compares each of their work times and the estimated work time.
Managers can choose which order statuses apply to the employees and set whether they mark the start, finish or cancellation of the order or a delay. This prevents employees from seeing and using the payment status of the orders. If the order status is a delay, there is the option to use the product's replenishment delay or specify the length of the delay. There is also an option to set whether the delay prevents the employee working on another order.
Employee Colors and Maximum Assignments
Managers can choose which employees are responsible for customizing or repairing products and give each of them a different color to make it easier to recognise which employee is assigned to an order. There is also the option to set the maximum number of orders an employee can be assigned at the same time and whether they are currently available for assignment.
Employee Hours and Automatic Availability
Managers can enter the hours of each employee and configure the module to automatically adjust the availability of employees based on their hours. This saves the manager from manually adjusting the availability of each employee at the start and the end of the working day. If no employee hours are specified, the default shop hours specified on the Preferences tab will be used.
Employee and Product Skills
If customizing or repairing a product requires a specific skill that not all employees have, a manager can create a list of skills and assign them to employees and products. After doing this, it will become impossible to assign an employee to an order they do not have the skills to finish.
If a product has a customization field that can be used to uniquely identify a product (such as a serial number), it can be used to group multiple customizations or repairs to the same product. There is also the option to simplify the display of the product name by displaying only the device name. For example, if the product name is "Screen repair for iPhone 7", the module can be configured to use " for " as the separator and display the device as "iPhone 7" and a list of previous repairs including "Screen repair".