Tookan FIELD WORKFORCE Guide

Tookan offers field workforce management for businesses that enable them to manage on-street customer acquisition teams effortlessly.
Track & Manage Workforce

Real-time tracking of the workforce to increase efficiency
Team Management
Manage your workforce team on a single-window hassle-free
Chats & Collaboration
Never miss an update in conversation on your system between the workforce

Businesses that use this workflow include:

  •  Field Marketing
  •  Product Demo
  •  Customer Acquisition / Development
  •  Target Marketing/Sales
  •  Market Research/Surveys

            Features:

  Allows customers to book and cancel appointments on their own.                                                                                      

  Accept or reject appointments depending upon the availability of agents and resources after the customer books an appointment.

  Allows the customer to choose the slot according to their convenience.

  Accept online payments when the customer schedules a field service. appointment.

ONBOARDING PROFESSIONALS

Agents are the Professionals who provide Field services as per the appointment tasks created and assigned to them. 

There are 3 ways to onboard an agent on the platform: 

1. Adding agents one by one on the platform

Go to Side Menu > Agent

On the top right corner, you will see an option “Add Agent”

Click on that and the template will open where the agent information must be entered.

First name & Last name – Name of Agent.
Email – Email ID of the Agent.
Phone – Phone number of the Agent.
Username – This will be the login credential of the agent to access the app.
Password – This will be a password using which the agent can log in to the app.
Tags – Tags can be used to link an agent with a particular team or with a particular type of task. For this, the team or task should have the same tag as that of an agent.
For different types of services, tags can be used so that the professionals are accordingly assigned to respective appointments.
Example: If the “Product demo” Tag is used for an Agent – X, while an appointment is created for the product demo, Agent – X will be assigned to the task as the skill-set would align with the expertise required.
Teams – Teams are used to group a number of agents together and classify agents based on parameters like location, geographical boundaries, distance, etc.
Agent Type – There are 2 types of agents on Tookan
Captive: These agents are considered full-time agents on the platform
Freelancers: These are considered part-time agents on the platform.

NOTE:
Email and username should be unique
All mandatory fields should be filled

2. Adding agents using CSV through bulk import
This option is helpful If you have a large number of agents to be added to the platform so instead of adding one by one we can enter all the information in a CSV file and upload the file.

Goto Side Menu >agents
On the top right corner, you will find an option to “Import Agent”
Click on Import Agent
Click on the option ‘Download Sample CSV’
This will download the CSV file wherein you have to add information about the agents




After saving the file drag and drop the CSV file on Tookan

NOTE
Email and username should be unique
All mandatory fields should be filled
Do not change the Headers in the file



3. Agent signup directly through the Agent app.
The Signup option on the agent app will allow the agents to register themselves directly on Tookan.
Agent Signup option is only available on the agent app if the agent app is branded or white-labeled.
To enable this option go to Extensions> Agent Sign-up> Enable

You can add custom templates for your sign-up forms which agents need to fill in before they can enter the agent app. Admin can reject, accept or review his agents before they enter your app on the basis of the information filled in by them.

To create a custom template
Go to Settings> Template> Create custom.
Add the required fields you want the agents to fill while they sign-up and save it.
Now Goto Settings> Agent App> Agent Signup> Select the created template and Save.

Video – https://youtu.be/Pypr1b1QGcQ

CREATING A TASK

You can create appointments on Tookan in 5 different ways:
Create Task from the dashboard, Bulk CSV upload, Customer App, Tookan Booking Form, and APIs

1. Create Task Button
The ‘Create Task’ button is located right on the top bar and provides ease of access from the List view and Map view. 

When you click on the Field Workforce button,a drop-down appears with fields to enter details. Add details like Name, Contact Number, Email Address, Order ID, Address,
Start Time & Date, End Time & Date, and Description.
You could also upload a reference image and select a suitable template for the Task

NOTE
Mandatory fields – Address, Date, and Time have to be filled in order to create a Task successfully.
The Start Date & Time has to be set prior to that of End Date & Time, else the field will be marked as Invalid and the Task creation would fail.

Video link: https://youtu.be/QqBWYeQTMyU

2. Bulk CSV Upload
This feature allows you to upload multiple tasks in one go.
The ‘Create Task’ button is broken into two parts. Click on the drop-down at the right of the button and select ‘Bulk Import’.
Next, download the sample CSV file wherein you can fill in all the task related information.

Steps for Uploading CSV File

1. Select a team (optional)
2. Select Workflow – Field Workforce(mandatory)
3. Select the custom field template (optional)
4. Upload the CSV file


Adding Task Details in CSV File

1. Task Description – This will include all the additional details of the field service appointment task,
Example – Specific issues or instructions regarding the task

2. Customer Email – It is the Email address of the Customer for whom the field service appointment will be scheduled / Person who would receive services

3. Customer Name – Name of the Customer who would receive services

4. Street Level Address – Address of the Customer / Service receiver (Including house no. and street no.)

5. City – City in which the Customer / Service receiver resides

6. Zipcode / Pincode – Area code of the Customer / Service receiver

7. Country – Country of the Customer

8. Latitude & Longitude  – These are the units that represent the coordinates of a geographic coordinate system. It can be used as a coordinate point to override Recipient’s Street Level Address so the address pinpoints at the exact location. (Both Latitude and Longitude are important to find the exact location on map, mentioning only one won’t work)

9. Customer Phone Number – Phone number of the Customer / Service receiver

10. Start Date and Time – The Date and Time on or before which, the field service Task needs to be started
The format for Date and Time should be (MM/DD/YYYY) (HH:MM: SS)
Also, it should be greater than the current date and time.

11. End Date and Time – The Date and Time by which, the field service Task needs to be completed
The format for Date and Time should be (MM/DD/YYYY) (HH:MM:SS)
Also, it should be greater than Start date and time.

12. Agent ID – This can be found on the Dashboard in the Side Menu > Agents
It is required if you want to manually assign the tasks to agents at the time of uploading the task

13. Team ID – This can be found in the Side Menu > Settings > Teams
It is required if you want to manually assign the task to specific Teams at the time of uploading the task 

14. Order ID – This is an unique number ID manually allotted to each Task so as to differentiate one from another. The Order ID can be used in filters under Tasks on the Dashboard for quick details about a Task

15. Tags – Tags can be used to link an agent with a particular team or with a particular type of task. For this, the team or task should have the same tag as that of an agent.
For different types of services, tags can be used so that the professionals are accordingly assigned to respective field service appointments.
Example: If the “Product demo” Tag is used for an Agent – X, while an appointment is created for product demo, Agent – X will be assigned to the task as the skill-set would align with the expertise required.


NOTE:
Mandatory fields are marked with * in the CSV
Ensure that the Header fields in the sample CSV File are not modified before uploading

3. Tookan Form
Tookan forms allow your customers to directly create field service tasks, using a web form.
These are customizable which can be used as per your requirement and business use-case.

To activate Tookan forms
Go to Extensions > Tookan forms > Activate
Once activated, Go to Settings> Form Editor > Add Form and create a form





NOTE: It is a paid Extension and also, you can get a form white-labeled/branded with an additional setup cost.

Video – https://www.youtube.com/watch?v=3P46D27OfAw&t=43s

4. Creating tasks through Customer App
The customer app is a white-labeled solution wherein you can get it branded under your company name and have the app on the play store and app store.

The customers can download the app and start booking services which will directly reflect to the admin on the dashboard.


5. Creating tasks through API
The Tookan API is a Restful web service for developers to programmatically interact with Tookan’s data and real-time delivery management functionality.

If you have some third-party platform then it can be integrated with Tookan through API.

Tookan has an open API that you can use to push orders from your platform onto the Tookan dashboard

API Documentation – https://tookanapi.docs.apiary.io

6. Creating tasks through Yelo
Yelo is a marketplace where the customers can place the field service  appointments from the website/app and the orders will be pushed to Tookan wherein the appointments can be managed.

Adding Additional Information In Tasks

To add any additional information to the tasks which you may want your customers to fill while booking a field service or want your agent to see/edit on the agent app can be achieved through templates.

Go to Menu > Settings > Templates
Custom fields allow you to capture the information in a form that is specific to your business.


You can create multiple templates based on your requirement and you can add as many custom fields in a template as required.

Once the template is created, you can add the template while creating a new task, thus providing you additional fields.

These custom fields are shared with your agents in the app, providing them the additional info as required. Also, it can be viewed on the customer app and booking form if the template is linked to them.

App Side Display: In the app side display drop-down you can either select Read Only/Allow Agent Input. If you choose to Allow agent Input as per your needs, you can also make the particular field mandatory, agents will need to fill the field in order to complete a task.

TASK ASSIGNMENT

After the tasks are created on the dashboard the main part that comes into the picture is task assignment.

After the task is assigned to the agent only then he would be able to perform further action on the task.

There are 2 methods to assign tasks :
– Manual
– Auto Allocation

1. Manual Assignment
In the case of manual assignment, the admin has to manually assign the tasks to the agent from the dashboard

Assigning a task to an agent can be done in three different ways:

First
Create a new task, by selecting any one of the following
Create Task OR Bulk Import Tasks
Fill in all the details in the Task creation form.
Select a Team from the drop-down.
Choose one or multiple agents from ‘Assign agent’.
Click on ‘Submit’ to save the task.

Video – https://www.youtube.com/watch?v=uPD3TUvZPYU

Second
Click on Tasks in the left panel.
Under the Actions column, click on three dots and select Assign.
Fill in the details and click on Submit to complete the action.

Video – https://www.youtube.com/watch?v=LRWf4MUI9PA

Third
You could assign a task to an agent from the top left side panel of the Dashboard as well.
Select the Unassigned tab to directly assign the task to the agent.
Click on the ‘Assign Agent’’ button on the task tile.
A popup would appear and you could choose from the drop-down list of idle agents that appear.
Click on the name of the desired agent, and the unassigned task automatically gets assigned to him/ her.

Video – https://www.youtube.com/watch?v=uNJmRTlzjcs

2. Auto Allocation
Automatically assign your tasks in Tookan using the Auto Assignment feature. To enable/disable Auto Allocation go to Menu > Settings > Account Setup > Auto Allocation.

The auto-assignment is done based on two parameters:
– Nearest agent (based on displacement)
– Available agent (based on the time slot)

Based on your business requirement, you can set the push notification which is sent to the agents, in one of the following ways:

ONE BY ONE
The request goes to one agent (nearest & available) first and if the timer runs out or if the agent declines the task, it goes to the second-best option. You can set the timer in the workflows

Video – https://www.youtube.com/watch?v=ikxdf_zadyc

SEND TO ALL
The request is sent to all the available agents and whosoever accepts/ acknowledges the task first will receive it

Video – https://www.youtube.com/watch?v=3F3iVBYKyQg

BATCH WISE
Sends the task request notification to the Agent in batches. You can create batches based on distance, time and group size settings. The task gets assigned to the Agent who accepts the task request first. If no Agent accepts the task, it remains unassigned.

Video – https://www.youtube.com/watch?v=gRsCj67XvKo

ROUND ROBIN:
This new auto-assign configuration allows for force assigning the tasks to your agents based on the following two parameters:
1. Maximum number of tasks
2. Radius Limit

The system searches for all the available agents within the radius limit around the task location. It sorts the agents based on the number of tasks assigned to the agent and distance from the task location (in 40-60 ratio respectively), filters out all those agents whose tasks’ count is greater than the maximum number of tasks for that day (for which the task is being scheduled). The agent on top of this list is assigned the task.

Video – https://www.youtube.com/watch?v=Ryk2FlT64-M

NEAREST AVAILABLE
Force assigns the task to Agent-based on availability and distance.

Video –
https://www.youtube.com/watch?v=5JT3bWV8JdU 

FIRST IN FIRST OUT
Sends the task request notification based on First-in, First-out (FIFO). All the created tasks are arranged in a queue and the request for the second task is not sent until the first task gets assigned. The request is sent to the Agent in batches (same as batch-wise allocation). You can create batches based on distance, time, and group size settings.

Video – https://help.jungleworks.com/knowledge-base/first-in-first-out/

TASK NOTIFICATION

Tookan completely automates the communication process by sending customized notifications in the form of email and SMS, to the customers associated with each task.

Go to Menu > Settings > Notifications to enable, disable or edit the content for each trigger.

  • Request Received: This is triggered when one books a field service.
  • Agent Started: This is triggered when the agent starts a task.
  • Agent Arrived: This is triggered when the agent reaches the destination.
  • Successful: This is triggered when the task has been completed successfully.
  • Failed: This is triggered when the task fails.

Video – https://www.youtube.com/watch?v=-2XOtCGyZBQ

How to add a Manager

The manager will be the person who the admin can appoint to manage the operations.
He/She will have limited access and not all the access similar to admin. Admin can monitor what access he/she wants to give to his/her managers. Before creating a Manager the Admin would require to create a role for the manager.

Steps to create a Role for the manager :
– Go to Settings > Access Control
– Click on Add Role
–  Add role name
– Give the desired permissions relating to tasks,agent,customer and team (the manager you assign the role to will only be able to perform actions on the  permissions set)
– Click on add



Video –  https://www.youtube.com/watch?v=kvOCkwfF3HI

Steps Admin has to follow to Add a Manager :
– Goto Settings > Manager
– Click on Add Manager.
– Add all the details, here you can add a role that you created in access control.
– Click on Create to complete the action.


Video – https://www.youtube.com/watch?v=pCa46cZfemE

NOTE
1. Admin can restrict the permissions through Access Control
2. Admin can assign teams to Manager- Manager will only see agents from these teams on his/her dashboard
3. Admin can assign forms to the managers which will seen on their dashboard
4. Admin can assign templates to managers so that they can also edit templates as per their requirements

After the Admin creates the manager on the Admin Dashboard the manager will receive an email with login credentials and URL on which the manager can log in.



Merchant is a seller or service provider who runs their own business
The Merchants can use Tookan to manage their appointments

Our Merchant extension helps you onboard and manage merchants on your platform.The merchants can have their own marketplaces from where they can receive Appointment orders from the end customers.

The merchants are on-boarded under the admin and have access to their own dashboard to manage their agents, tasks, and business operations.
Admin has full access to all the details and activities taking place on the merchant dashboard.

Steps to Onboard a Merchant:1. Activate merchant option from the Extensions
2. On the admin dashboard Go to Settings > Access Control > Add role for  merchants
Add the relevant permissions you want to assign to the merchants and save.

How to add Merchants

Video – https://www.youtube.com/watch?v=MOZe356ygEY

ttps://www.youtube.com/watch?v=MOZe356ygEY

3. Now go back to the main menu > Merchants > Add Merchant
4 Select the relevant teams and roles you want to assign to that merchant

When you assign teams to the Merchant the merchant will be able to utilize all the agents in the team assigned to him for managing his field service appointments.

Video – https://www.youtube.com/watch?v=6S6K9Y45L0o

After creating the Merchant on the Admin panel the merchant will receive an email with all his login details using which he can log in on the merchant dashboard.
The merchant dashboard will have a similar map view and the list view along with the features shown below in the pictures.

The merchants can create tasks and assign it to the agents assigned to them by the admin.
Most importantly, the merchants can add their own agents if they do their own service offerings

Firstly merchants will be able to track the agents in a similarly way to that of admin and manage the operations on their dashboard.

Secondly admin on the other hand can monitor everything that the merchant is doing on his dashboard and can see all his tasks in the admin panel

Steps to check the Merchant tasks on the Admin panel:
1. Switch to map view on Admin panel
2. From the drop-down in the black bar on the top select the merchant name instead of admin only.

This will allow the admin to view tasks of that particular merchant

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