Using the Command Center

The Command Center is your real-time operational hub for managing tickets, dispatching guards, and coordinating responses to incidents and service requests.

Accessing the Command Center

1. Navigate to Operations > Command Center in the sidebar (shortcut: `G` then `M`).
2. The Command Center dashboard loads with an overview of all active operations.

Note: The Command Center requires the `command_center` feature in your subscription plan.

Command Center Dashboard

The main dashboard shows:

Ticket Overview

• Open Tickets — Count of unresolved tickets.
• In Progress — Tickets currently being handled.
• Resolved Today — Tickets closed today.
• Overdue — Tickets past their SLA deadline.

Active Operations

• Active Shifts — Number of guards currently on duty.
• Geofence Breaches — Current breach alerts.
• Pending Dispatches — Dispatch orders awaiting confirmation.

Filter Bar

Filter the dashboard by:

• Status — Open, In Progress, Resolved, Closed.
• Priority — Low, Medium, High, Critical.
• Assignment — Assigned to me, Unassigned, All.
• Site — Filter to a specific site.

Managing Tickets

Viewing All Tickets

1. Click All Tickets in the Command Center submenu.
2. Browse the ticket list with sortable columns:
   • Ticket ID, Title, Status, Priority, Assigned To, Site, Created Date.
3. Click any ticket to open the detail view.

Creating a Ticket

1. Click Create Ticket.
2. Fill in the details:
   • Title — Brief summary of the issue or request.
   • Description — Detailed information.
   • Priority — Low, Medium, High, or Critical.
   • Site — Where the issue is occurring.
   • Category — Incident, Service Request, Maintenance, Other.
   • Assign To — Select a guard, supervisor, or team.
3. Click Submit.

Ticket Detail View

Each ticket has three tabs:

Details Tab

• Full ticket information.
• Status timeline showing all state changes.
• Attached files and photos.

Comments Tab

• Internal discussion thread.
• Add comments with text and attachments.
• Tag other team members with @mentions.

Contacts Tab

• Related contacts for this ticket (client, witness, etc.).
• Quick call/email buttons.

Updating Ticket Status

1. Open the ticket.
2. Use the Status dropdown to change:
   • Open → In Progress — Work has begun.
   • In Progress → Resolved — Issue is fixed.
   • Resolved → Closed — Confirmed resolved.
   • Any → On Hold — Waiting for external input.
3. Add a comment explaining the status change.

Dispatch Center

The Dispatch Center handles real-time guard deployment:

1. Click Dispatch Center in the Command Center submenu.
2. The dispatch view shows:
   • Available Guards — Guards currently on duty and not dispatched.
   • Available Vehicles — Fleet vehicles ready for deployment.
   • Active Dispatches — Currently dispatched guards.

Creating a Dispatch Order

1. Click New Dispatch.
2. Fill in:
   • Ticket — Link to an existing ticket (optional).
   • Location — Where the guard should go.
   • Priority — Urgency level.
   • Instructions — What the guard should do on arrival.
3. Assign Guard — Select from available guards.
4. Assign Vehicle (optional) — Select a fleet vehicle.
5. Click Dispatch.

The assigned guard receives a push notification with dispatch details and can:

• Accept or decline the dispatch.
• Navigate to the location.
• Report status updates.
• Mark the dispatch as complete.

Tracking Dispatches

• Active dispatches appear on the Breach Map with real-time guard positions.
• Status updates flow in as guards respond:
  • Dispatched → En Route → On Scene → Completed.

Standard Operating Procedures (SOPs)

Configure response procedures for different ticket types:

1. Click Ticket SOPs in the Command Center submenu.
2. Click Create SOP.
3. Define:
   • Ticket Category — Which ticket type this SOP applies to.
   • Priority Level — The urgency level.
   • Instructions — Step-by-step response procedure.
   • Escalation Rules — When and to whom to escalate.
   • Response Time Target — SLA for this type.
4. Save the SOP.

When a matching ticket is created, the SOP instructions automatically appear for the handler.

Breach Map

The real-time map shows:

1. Navigate to Command Center > Map.
2. View:
   • Guard positions (live GPS tracking).
   • Geofence boundaries.
   • Active breach alerts with details.
   • Dispatch routes.
3. Click on a breach marker to see:
   • Guard involved.
   • Time of breach.
   • Duration outside geofence.
   • Actions taken.

Tips & Best Practices

• Prioritize consistently — Use priority levels meaningfully (Critical = immediate danger).
• Add SOPs for your most common ticket types to standardize responses.
• Monitor the dashboard throughout the shift for real-time situational awareness.
• Use comments for an audit trail of all actions taken on a ticket.
• Link dispatches to tickets so all related activity is tracked together.

Troubleshooting

Can't access Command Center

• This feature requires the `command_center` feature in your subscription.
• Contact your account manager to upgrade.

Dispatch notification not received by guard

• Verify the guard has push notifications enabled.
• Check that the guard's mobile app is running.
• Try sending a test notification from the guard's profile.

Ticket not appearing in filters

• Check your filter settings — the ticket may be in a different status or priority.
• Clear all filters and search by ticket ID.

Related Articles

• Managing Incidents
• Using the Operations Center
• Using the Alert Center for Panic Alerts
• Setting Up Ticket SOPs