English
Risk triage
Risk triage orders open tickets by how likely they are to miss their deadline, and explains why. Use it to act before a ticket falls due: reassign it, add staff or warn the client.
Where it is: Dispatch → Risk triage (AI). The menu number counts tickets at risk. Who sees it: people allowed to read tickets. Plan: Intelligence (lite) module (Pro and Enterprise).
Levels
| Level | Meaning |
|---|---|
| Critical | Almost certainly won't be met, or already overdue. |
| At risk | Likely to be missed. |
| Watch | Tight; worth watching. |
| On track | On time. |
Each ticket states how it was calculated:
- Calculated from the owner's itinerary, with a calibrated breach probability: the model knows the agent's route and gives a reliable percentage.
- …breach risk isn't calibrated for this work, so only the level is given.
- Ranked by the deadline alone: no agent or itinerary; the level comes only from how much time is left.
The list
Search by ticket, site or owner, filter by level and sort by Most at risk first or Soonest first. N of M open says how many you see.
Open a ticket's details to see:
| Section | What it shows |
|---|---|
| Why it is at risk | The reasons, for example Agent’s position is out of date, Not enough shift left, Agent’s queue is full, Required part not reserved, Would break mandatory rest. When there is no clear one it says no single reason stands out. |
| Timing | Expected done against the deadline and the Share of the time left the work needs. |
| Assignment | Who holds it, with Assign or Reassign, and Open ticket. |
What to do
- Start with Critical.
- Read the reason. If the agent won't make it, Reassign opens the assignment dialog with recommended candidates.
- If a part or access is missing, open the ticket and leave a note or raise a follow-up.
- If it can't be avoided, warn the client.
If it says risk is unavailable
Which tickets are at risk couldn't be determined. That doesn't mean there are none. Use the ticket queue sorted by deadline meanwhile.
Figures are advisory: they inform the decision, they don't make it.