ETA Agent Day-to-Day Operations

For Dispatchers: Managing Trips

Primary responsibilities include monitoring trips, responding to delays, and ensuring effective communication:

Monitoring Active Trips:

• Log in to the PortPro platform and navigate to the ETA Agent dashboard

• Review the trip list, focusing on trips that are late for the appointment window

• Use filters to focus on specific customers, regions, or time windows

• Click on any trip to view detailed information including:

  • Current location and status

  • Predicted ETA

  • Route and traffic conditions

  • Communication history

Responding to Delay Alerts:

• When a delay notification is received, click on it to open the affected trip

• Review the delay details:

  • Estimated length of delay

• Take appropriate action:

  • Contact the driver for more information

  • Notify the customer about the updated ETA

  • Adjust subsequent appointments if necessary

  • Document the delay and resolution actions

Communicating with Stakeholders:

• From the trip detail view, click "Send Notification"

• Select the recipient type:

  • Driver

  • Customer

  • Internal team

• Choose a communication method:

  • In-app notification

  • Email

  • SMS

• Select a message template or create a custom message

• Review and send the communication

For Operations Managers: Performance Analysis

Operations managers use the ETA Agent to analyze performance and identify improvements:

Accessing Analytics Dashboards:

• Log in to the PortPro platform and navigate to the ETA Agent

• Select "Analytics" from the main menu

• Choose from available dashboard views:

  • On-Time Performance

  • ETA Accuracy

  • Delay Analysis

  • Driver Performance

  • Customer Experience

Reviewing Key Metrics:

• From the On-Time Performance Report,

  • On-time delivery percentage

  • Average delay duration

• Filters are available for:

  • Consignee

  • Pickup and return locations

  • Branch

  • Driver

Identifying Improvement Opportunities:

• See the "reviewed" and "pending" status to discover patterns:

  • Routes with frequent delays

  • Time periods with consistent issues

  • External factors with significant impact

• Create action plans to address recurring problems

• Track the effectiveness of implemented changes

For Customers: Tracking Shipments

Customers can track shipments and receive timely updates:

Accessing the Tracking Portal:

• Open a web browser and go to the PortPro customer portal

• Log in with credentials

• The dashboard displays all active shipments

• Click on any shipment to view detailed tracking information

Each shipment displays its current status with an ETA to the next destination.

Receiving Notifications:

Notifications are sent based on preferences for:

• Status changes

• ETA updates

• Delay alerts

• Delivery confirmations

Notifications can be received via:

• Email

• SMS

• In-portal alerts

To adjust preferences:

• Click on profile

• Select "Notification Settings"

• Update preferences for each notification type