Triage the whole board in one screen — not one ticket at a time.
The Dispatch Portal replaces the spreadsheet-and-sticky-note workflow with a live operational picture: morning briefing, capacity gauges, tech board, and Corei recommendations — all grounded in your ConnectWise data.
- 60%
- less time triaging
- 1 view
- queue + capacity
- 0
- second-screen lookups
Morning Briefing
2 SLA-risk tickets · 1 customer-responded · capacity normal · Marlow & Juno out today
Breached
0
All Open
83
RespondedNeeds Schedule
1
Dispatch Review
1
Utilization
78%
Techs with open time
70.5h availableMarlow Vega
8.0h openAvery Stone
8.0h openQuinn Hart
8.0h openTheo Bryn
7.5h openIndira Cole
5.5h openSage Wilder
5.3h openTriage queue
#48220MFA reset — exec
0:21#48211Print server timeouts
0:42#48217VPN reconnect loop
1:18#48223M365 mailbox routing
2:00#48229New laptop provisioning
—Capacity forecast · today
Tech board55%
95%
190%
138%
94%
172%
69%
Nico
Theo
Kira
Juno
Wren
Felix
Avery
Suggest: Route #48220 to Rowan — skills match, 4.0h open, prior MFA fix in 9 min.
What dispatchers see the moment they sit down.
Every panel earns its place. The portal is built around the questions a dispatcher actually asks at 7:58 a.m. — what's on fire, who's out, who has time, and what should move next.
Morning Briefing
A Corei-written summary of what happened overnight, what changed, and what needs a human eye first.
Operational Gauges
Breached, All Open, Needs Schedule, Dispatch Review, Open Backlog, Utilization — color-coded and click-through.
Techs With Open Time
Live capacity blocks per technician, with scheduled vs available hours and skill tags.
PTO & Chat Duty
Who's out today, who owns chat coverage, and where on-call hand-offs land.
Triage Queue
Filter by board, member, or status. New, customer-responded, and breached tickets surface first.
Capacity Forecast
A per-tech timeline with utilization bars so you can see overload before it happens.
Corei · Dispatch
Pick a ticket, get an assignment recommendation with reasoning — skills, load, history, SLA risk.
SLA Risk Radar
A focused panel that surfaces tickets at risk of breach within the next two hours.
Ticket Slayer
Bulk-action mode for clearing stale tickets — close, merge, reassign, or request update in a guided flow.
From inbox chaos to a scheduled day in four moves.
- 01
Read the room
Morning Briefing summarizes overnight noise. Gauges highlight what crossed a threshold while you were asleep.
- 02
Sort the queue
Filter by board, status, customer response, or SLA risk. Triage Queue groups what must move first.
- 03
Match work to tech
Corei suggests assignment with reasoning. You confirm or pick another — one click, written back to ConnectWise.
- 04
Protect the day
Capacity Forecast updates live. Over-allocations flash before they happen so you can rebalance early.
Estimates down to the minute — for this tech, on this customer.
Corei understands every technician's skillset, analyzes the solution path for the problem at hand, and weighs it against customer-specific context — environment, tooling, history, and known quirks. The result is a time-to-resolution estimate that shifts dynamically based on who picks up the work and how qualified they are to complete it.
Tech skill graph
Certifications, tools, vendor stacks, and tag-resolved tickets — built from real history, not a self-rated profile.
Solution analysis
Identifies the likely fix path, runbook, and dependencies before anyone opens the ticket.
Customer context
Environment, devices, known issues, and prior resolutions inform the estimate per customer.
Dynamic minutes
The estimate updates the moment a different tech is considered — junior, senior, or specialist.
Corei · time-to-resolve estimator
Ticket
#48220 · MFA reset for CFO — Brightwave Civic
Rowan Pike
Tier 2 · Identity specialist
11min
96% confidence
Resolved 3 similar Entra MFA tickets in last 30 days · avg 11m
Mira Halsey
Tier 2 · Networking
24min
71% confidence
Has Entra basics · slower path through ticket portal
Felix Doyle
Tier 1 · Service desk
47min
42% confidence
Will need to escalate VIP exception · no prior MFA tickets
Estimate shifts +36 minutes if assigned to a Tier 1 — Corei weighs skill, customer history, and solution path before suggesting the slot.
Recommendations with their work shown.
Corei explains every assignment — the skills it matched, the workload it considered, prior tickets it learned from, and the SLA risk it weighed. The dispatcher stays in control; the AI just removes the lookup work.
- Skills + certifications match against the ticket's device and category
- Live capacity check — no double-booking against scheduled blocks
- Pulls from similar resolved tickets and Cluster runbooks
- Flags after-hours, on-call, and PTO conflicts before assigning
Assignment recommendation
Ticket
#48220 · MFA reset for CFO — Brightwave Civic
Assign to Rowan Pike
4.0h open today · Tier 2 · Identity
- Skill match: Entra ID, MFA, VIP handling
- Capacity: Free until 11:00 — fits 30-min SLA
- Prior work: 3 MFA resets · avg 11 min
- Risk: No PTO, no on-call conflict
Alternative: Mira Halsey has identity skills but is at 138% utilization. Assigning would push #48217 past SLA.
A skill map built from closed tickets, not self-assessments.
Corei reads every closed ticket in full, assigns it a skill category, and rates each technician on complexity, depth, independence and resolution quality. When a ticket was a team effort, credit is split by share of hours. If Corei can't quote a tech's own notes on the ticket, that rating is thrown out — no notes, no score.
- Scores start near the team average and move with ticket volume — a lucky ticket can't manufacture an expert
- Every cell is explainable: click a score to see the tickets behind it
- Skill categories are discovered from ticket content, not a fixed dropdown a manager filled in once
Technician × skill matrix
Illustrative| M365 | Firewalls | Servers | VoIP | Identity | Email Sec. | |
|---|---|---|---|---|---|---|
| Maya R. | ||||||
| Chris L. | ||||||
| Jordan P. | ||||||
| Sam T. | ||||||
| Ava N. |
Maya R. · M365 · score 5/5
22 tickets · avg complexity 3.6 · independence high
Click any cell to see the tickets behind that score.
Skill scores age like real skills do.
Recent work counts more than old work, and a new tech or a new skill area is never left blank — it's seeded near the team average until evidence takes over.
Recency weighting
Older tickets still count — just less.
Proven vs. declared blend
A manager's initial call fades out as ticket evidence builds up.
New tech or a brand-new skill? Corei seeds a starting score from the manager's declaration, then lets evidence take over ticket by ticket.
Stop booking two-hour blocks for 40-minute jobs.
Corei finds the task type automatically from similar closed tickets, then books a block sized to who's actually doing it and who it's for.
- Nightly labor baselines per task type — for the whole team and for each tech
- A client complexity multiplier: a client that historically runs 30% longer gets longer bookings
- Personal targets blend a tech's own history with the team baseline
- Overruns are flagged before they become a pattern, not after the quarter is over
Triage card
New hire: VPN access + MFA enrollment
Tech Maya R.
Thu 10:00–11:30
Why 1.5h: Maya's median is 1.1h over 14 similar tickets · team median is 1.2h · Harbor Dental historically runs 1.3× ⇒ booked 1.5h.
A transparent score, not a black box.
Every candidate is scored on the same weighted factors. Urgency can send a critical ticket to a lesser-fit tech who's available sooner — and Corei says so. Expanding a card shows the ratings and the reasoning behind them.
Dispatchers can reject a recommendation with or without a reason — either way, the system learns.
Scoring weights (illustrative)
Dispatch your way, from full control to full autonomy.
Manual, made smarter
Plan Mode lets a dispatcher stage a whole morning's moves and commit them together. Drops onto PTO are blocked before they happen. Conflicts are explained in plain language, not error codes.
Assisted
Triage cards propose a tech, a slot and a block length with the reason attached. Accept & schedule in one click, or pick another candidate. A queue planner never offers the same slot twice.
Autonomous
Corei assigns and books using the same scoring, filters, effort sizing and queue planning a dispatcher would use. Every booking records its reason. Dispatchers can override anytime.
First 30 days of dispatch portal use — early results
Built for MSPs running 10+ technicians on ConnectWise.
Sits alongside your PSA. Reads live, writes back deliberately. Your dispatcher gets a workspace built for triage — not a dashboard glued onto a record system.