CabSupport Dashboard

Developed for Support Agents that need to provide support to drivers.

For best performance we recommend using the Chrome web browser and accepting all permission requests that are presented (e.g. notifications, microphone, video)

Dashboard Features

• Search

  • Searches on driver name and Support ID

• Name

  • Driver name

  • Drivers are imported from Platform Science the first time they launch the CabSupport app

• Status

  • In Progress - On a current call with a Support agent

  • Available - HOS status != driving (e.g. Off Duty, On Duty, Sleeper)

    • Note: Available status also is shown if a driver is unable to log in to their tablet but has requested support

  • Unavailable - HOS status == driving

  • Offline - app is not running or driver is not logged in

• Vehicle ID

  • External_ID from Platform Science if driver is connected to a CVD

  • N/A if driver is not connected to a CVD or is not logged into their tablet

• Support ID

  • This is a unique code used for searching for a support request and is especially valuable if more than one driver share the same name, or a driver is requesting support without being logged into their tablet

  • This code is also shown to the driver on the tablet app so they can tell the support agent (if they’re speaking to one over the phone)

• Request Time

  • Time that the driver clicked the Request Support button

  • Time is localized to the dashboard user’s timezone

  • If the request was placed on a previous day, the date of the request is shown instead of the time

• Time in Waiting Room

  • Elapsed time from when a Support Request was placed to when a Support Agent calls the driver

• Time in Call

  • Duration of the call after both the driver and the Support Agent join the call

• Actions

  • Claim / Close

    • Allows a Support Agent to claim a support request so that no other agents take the request

    • If a support request is claimed by another agent, the agent name is shown on hover

    • Closing a request can only be done by the Support Agent who initially claimed it after the driver’s issues have been resolved

  • Call button

    • Launches a call window with screen sharing enabled (so the driver’s tablet is visible)

    • Audio is disabled by default

    • Video is not supported

Dashboard FAQ

• Call window does not appear on web

• Make sure you’re using the Chrome web browser

• Make sure that notifications and camera/microphone are enabled in the Chrome browser settings

• Make sure that no one else is logged in with the same account you are using (only one web user will ring for an incoming call)

• Clear your browser cache/cookies