Mobile Suite: Glossary

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This glossary defines many of the common terms used throughout the TrackTik User Manuals. Use it as a reference and to navigate the manual. Refer back to it often as you learn about mobile suite features and best practices.

Dispatch: Using TrackTik's Mobile Suite, you can dispatch guards to handle alarm responses and other emergency or urgent situations. Dispatch to existing sites, add new sites or dispatch to one-time locations. With dispatch workflows, you will track the guard's response, view dispatch reports, and ensure SLAs are met. Use TrackTik's billing module for invoicing your customers for dispatch services.

Mobile Patrols: Schedule regular visits by guards at your sites. Add the patrols to run sheets and ensure that your guards are performing the right services at the right sites at the right time.

Simple Dispatch: A quick and easy way to dispatch jobs guards when those jobs do not need to be linked to workflows. Require guards to fill out dispatch reports and assign or re-assign simple dispatch jobs to guards as needed.

Runsheets: A runsheet is a way to organize your patrols. While jobs are scheduled at sites, runsheets are created at the zone and contain patrols. Jobs within runsheets can be completed by multiple guards concurrently or consecutively.

Re-assign Request: A re-assign request may be initiated by a guard to request that a different guard handle a patrol.

Price Tier: A way to group patrols at the site. Use price tiers to select the service model you will use to invoice your clients. Select scheduled patrols where services are billed within the same period (enforced service periods), patrols where services can be billed at any time (ongoing service periods), or the dispatch service model. Choose the invoicing model that best suits your business model.

Job Settings and Instructions: These are site and job-specific tasks and actions to complete when performing a job at the site. Job settings and instructions may include the requirement to complete a checkpoint tour at the site or to see or contact a specific person when arriving on-site to perform the job.

SLA: This stands for Service Level Agreement. It is an agreement with your customer that you will respond to dispatch requests within a specific period of time. The SLA clock starts and stops ticking as specified in the dispatch workflow.

Managed Tickets: Dispatch tickets that are linked to a workflow.

Un-managed Tickets: Tickets that are not linked to a dispatch workflow.

Vendors: Individuals who work for companies you hire to respond to dispatches.

Dispatch Workflows: Dispatch workflows contain the steps that guards will take when responding to dispatch jobs. Each step is called a node and may contain additional actions the guard must take or events that are triggered automatically. For example, when a guard reaches a node, they may be automatically signed in or out of a site. Or they may be required to fill out a form.

Cancellation Threshold: The amount of time a client has to cancel a dispatch job before it is billed. The threshold can begin and end at the dispatch workflow nodes that you specify.

Entry/Exit Actions: Automatic actions that are triggered within a dispatch workflow node. These actions can be triggered in the order you specify from within the workflow. Some examples of actions that can be triggered include logging the guard in ad out of the site, adding an automatic comment, sending an email to a list of recipients, or auto-assign a user if none is already assigned.

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