Vehicle Assignment Queue

Overview

The Unassigned Queue is the fleet desk's primary workspace. Every confirmed reservation that does not yet have a vehicle assigned appears here. The goal is to match every reservation with an appropriate vehicle before the SLA window closes. Unassigned reservations that breach SLA directly impact customer satisfaction and revenue.

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Why Reservations Appear as Unassigned

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Queue Columns

The unassigned queue displays these fields to help you make fast decisions:

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Step-by-Step: Assigning a Vehicle

Step 1 — Review the Reservation

Click the reservation row to expand the details panel:

1. Read the customer's special requests (if any).
2. Note the category, transmission, and extras.
3. Check the pickup location and time.

Step 2 — Request Vehicle Suggestions

Click Suggest Vehicle. The system runs a matching algorithm that considers:

The system returns a ranked list of available vehicles.

Step 3 — Select and Assign

1. Review the suggested vehicles.

2. Click Assign on your chosen vehicle.

3. Confirm the assignment. The system:

   • Updates the reservation with the vehicle ID.
   • Updates the vehicle status to reserved.
   • Removes the reservation from the unassigned queue.
   • Creates an audit log entry.

Step 4 — Notify the Customer (Optional)

If delivery is required, the assignment automatically triggers a delivery task creation. For branch pickup, the customer receives a notification that their vehicle is confirmed.

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Manual Assignment

If the suggestion engine does not return suitable results, you can assign manually:

1. Click Manual Assign instead of Suggest.
2. Search the fleet by category, location, or plate number.
3. The system validates:
   • Vehicle is available (not reserved, rented, or maintenance).
   • No scheduling conflict exists.
4. Select the vehicle and confirm.

Note: Manual assignments bypass the suggestion algorithm but still enforce conflict detection. You cannot assign a vehicle that is already reserved or rented for overlapping dates.

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Availability Conflict Detection

The system prevents double-booking by checking:

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Reassignment

To reassign a vehicle that is already assigned:

1. Open the reservation from the Assigned tab.

2. Click Reassign Vehicle.

3. Select a new vehicle from the suggestions.

4. Enter a reason for reassignment (required).

5. Confirm. The system:

   • Releases the original vehicle (status → available).
   • Assigns the new vehicle (status → reserved).
   • Notifies the customer of the change (if category changed).
   • Logs the reassignment with reason.

Policy: Reassignment must be communicated to the customer at least 4 hours before pickup if the category changes. Same-category reassignment does not require customer notification.

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SLA Tracking

Every unassigned reservation has a live SLA timer:

The SLA dashboard at Operations → SLA shows all unassigned reservations sorted by urgency.

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Priority Rules

When multiple reservations compete for the same vehicle:

Escalation: If no vehicle is available for a vip or corporate reservation within 2 hours of SLA breach, the system escalates to the Operations Director automatically.

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Callouts