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10Set up your agents

The Dispatcher agent

Describe in plain language how tickets should reach your technicians. Atom turns your words into a dispatch policy, uses it to recommend or assign the right technician for each ticket, and lets you test it on a real ticket first.

Find it inAgent Configuration›Dispatcher
6 sections5 how-to guides7 min readDownload .md

10.1How dispatching works

Every new ticket goes through your dispatch policies. A policy is a rule such as "power emergencies go to a licensed electrician who is free and closest". You don't fill in a form to create one. You describe the rule in a sentence, and Atom builds it.

For each ticket, Atom picks the policy that applies, removes technicians who don't qualify, scores the rest and puts forward the best match. Depending on your setup, Atom assigns that technician on its own, or recommends them for your team to confirm. You can see each step on the ticket under How Atom decided (see Tickets).

10.2Auto-assign: assign, or just recommend

You choose whether Atom assigns technicians itself, or only recommends them for your team to confirm. The switch is the Auto-assign card in the right-hand column of Home in the Dispatcher app.

Auto-assign on: Atom assigns the best-matched technician to each new ticket.
Fig. 10.1Auto-assign on: Atom assigns the best-matched technician to each new ticket.
Auto-assign off: Atom suggests technicians, your team assigns.
Fig. 10.2Auto-assign off: Atom suggests technicians, your team assigns.
What happens to each new ticket What the ticket shows
On Atom assigns the best-matched technician as soon as the ticket comes in, using your dispatch policies Auto-assigned by Atom
Off Atom ranks the best technicians, and someone on your team reviews and assigns Recommended by Atom, with a match score and an Assign button

How to turn auto-assign on or off

  1. 1
    Open Home in the Dispatcher app.
  2. 2
    Find the Auto-assign card at the top of the right-hand column.
  3. 3
    Click the switch. The card turns blue when auto-assign is on, and grey when it's off. The line under the title changes to match.
Hover over the ⓘ next to Auto-assign to see what each setting does.
Fig. 10.3Hover over the ⓘ next to Auto-assign to see what each setting does.

10.3The Dispatcher page

Open Dispatcher under Agent Configuration in the menu. The page has three parts.

Write a rule

Build Dispatch Policy In Plain Language: describe how tickets should reach technicians, in your own words.
Fig. 10.4Build Dispatch Policy In Plain Language: describe how tickets should reach technicians, in your own words.

Type your rule into Describe your dispatch policy… and press Enter. Atom turns it into a policy (see How to write a new policy).

Start from an example

Try an example: three ready-made rules you can start from.
Fig. 10.5Try an example: three ready-made rules you can start from.

Click Critical Safety Policy, SLA Breach Policy or Cost Optimization Policy to put that rule into the box, then edit it to fit your team before you send it.

Your policies

Available Dispatch Policies: one card per policy.
Fig. 10.6Available Dispatch Policies: one card per policy.

Each card shows the policy's name, its one-line summary, its priority (for example P2 · Critical) and when it was created. Click a card to open the policy.

10.4Create and change policies

How to write a new policy

  1. 1
    Open Dispatcher under Agent Configuration in the menu.
  2. 2
    Describe your rule in Describe your dispatch policy…. Or click an example under Try an example (Critical Safety Policy, SLA Breach Policy or Cost Optimization Policy) and edit it.
Writing a rule for stuck lifts.
Fig. 10.7Writing a rule for stuck lifts.
  1. 3
    Press Enter to send. Atom starts drafting the policy.
Creating policy…: Atom reads your prompt, finds the trigger conditions, chooses the filters and weights the scoring.
Fig. 10.8Creating policy…: Atom reads your prompt, finds the trigger conditions, chooses the filters and weights the scoring.
  1. 4
    In a few seconds the policy is ready, and it's saved straight away. There's no separate save step.
The finished policy: Atom's summary at the top, then the four stages every ticket goes through.
Fig. 10.9The finished policy: Atom's summary at the top, then the four stages every ticket goes through.

10.5Inside a policy, section by section

Open a policy and it splits in two: your conversation with Atom on the left, and the policy Atom built on the right.

Your conversation with Atom

The rule as you wrote it, and Atom's reply summing up the policy it drafted.
Fig. 10.10The rule as you wrote it, and Atom's reply summing up the policy it drafted.

The left side keeps the whole conversation: your original rule, Atom's reply and every change you ask for afterwards. It's a record of how the policy came to be.

The policy summary

The policy's name, Atom's one-line AI Summary, its priority and three counts.
Fig. 10.11The policy's name, Atom's one-line AI Summary, its priority and three counts.

The chips tell you how much the policy checks at a glance: 2 trigger conditions, 2 must-pass filters and 5 scoring factors. Each one matches a stage below.

1 · When it applies

The trigger conditions. A ticket must match all of them.
Fig. 10.12The trigger conditions. A ticket must match all of them.

This decides which tickets the policy handles. Here a ticket only enters this policy IF its urgency is Emergency AND its category is Electrical. Every other ticket is left for your other policies.

2 · Who's eligible

The must-pass requirements: here, the Generators skill and a DEWA Electrical Licence.
Fig. 10.13The must-pass requirements: here, the Generators skill and a DEWA Electrical Licence.

These are hard filters. A technician without every listed Skill and Certification is ruled out before any scoring happens, however close or free they are.

3 · How they're ranked

How eligible technicians are scored. The bar on top shows the weights side by side.
Fig. 10.14How eligible technicians are scored. The bar on top shows the weights side by side.

Everyone who passes stage 2 gets a score from five factors: Skill, Availability, Proximity, Performance and Cost. The percentages are how much each factor counts, and they always add up to 100%. In this policy, skill, availability and proximity count equally and cost doesn't count at all.

4 · Assignment

The technician with the highest score is recommended for the ticket.
Fig. 10.15The technician with the highest score is recommended for the ticket.

The last stage says what happens with the result. Click Test this policy here to see who would win for a real ticket (see How to test a policy).

The fine print

Full policy instructions and How the AI interpreted your prompt, both folded away until you need them.
Fig. 10.16Full policy instructions and How the AI interpreted your prompt, both folded away until you need them.

Expand Full policy instructions to read the complete rule Atom follows, word for word. Expand How the AI interpreted your prompt to check that Atom understood what you meant, line by line.

Refine it, test it

Ask a follow-up to refine this policy…: type a change and Atom updates the policy in place.
Fig. 10.17Ask a follow-up to refine this policy…: type a change and Atom updates the policy in place.
Test this policy and the ⋯ menu sit at the top right of every policy.
Fig. 10.18Test this policy and the ⋯ menu sit at the top right of every policy.

How to change a policy

  1. 1
    Open the policy. On the left, type your change into Ask a follow‑up to refine this policy…, for example "Give skill more weight than distance."
Asking Atom to change the policy in plain language.
Fig. 10.19Asking Atom to change the policy in plain language.
  1. 2
    Press Enter. Atom replies and the policy updates in place.
Atom confirms the change, and the scoring under How they're ranked updates.
Fig. 10.20Atom confirms the change, and the scoring under How they're ranked updates.

10.6Test and tidy up

How to test a policy on a real ticket

Testing shows you who a policy would pick, without assigning anyone.

  1. 1
    Click Test this policy at the top right of the policy. The Playground opens.
The Playground: pick a ticket, then run the test.
Fig. 10.21The Playground: pick a ticket, then run the test.
  1. 2
    Click Pick a ticket to test this policy against, choose a ticket and click Add Ticket.
Pick a Ticket: search or scroll, then select one.
Fig. 10.22Pick a Ticket: search or scroll, then select one.
  1. 3
    Click Test Rule. Staff Rankings lists the matching technicians, best first, with a Top match tag on the winner.
For the stuck lift, Jonas Weber is the Top match.
Fig. 10.23For the stuck lift, Jonas Weber is the Top match.
  1. 4
    Click Change Ticket to try another one.

How to delete a policy

  1. 1
    Open the policy and click the ⋯ menu at the top right (or use the ⋯ on its card in the list).
The ⋯ menu has one option: Delete policy.
Fig. 10.24The ⋯ menu has one option: Delete policy.
  1. 2
    Choose Delete policy and confirm with Delete.
Deleting a policy can't be undone.
Fig. 10.25Deleting a policy can't be undone.