Change the Activity After Selecting ‘En Route’ Status

Sometimes, an urgent activity may come up when you have already set 'En route' to an activity. You can change the activity, select the urgent activity and click 'En route'. You must have the 'Allow activity reorder inside the route' and 'Allow activity move from non-scheduled pool to scheduled one' permissions to change an En route activity to a different activity.

You must perform this procedure when you receive an urgent activity after marking an activity as 'En route'.

1. Open the Activity details page for the urgent activity that you want to attend to.
2. Click En route.
   The previous activity is returned to the Pending status and is ordered first in the route. The urgent activity is changed to En route. If there is an alert for the activity, the color of the alert takes precedence over en route in the Dispatch Console. For example, if you set an activity as 'En route' and the activity is likely to lose the SLA, Dispatch Console shows the color configured for the SLA alert.