You're looking at the Operator Portal. Wow! Where did that downtime come from? You look through all the currently open Dispatches. There are no Code Reds. Huh?
Before you drive yourself crazy, stop for just a second. Take a deep breath. Now look at what Dispatch seems to correspond with the amount of downtime reflected in the Operator Portal. This is not a Code Red Dispatch... or is it? Or rather, was it, at any time?
Here's how to know for sure. Pull up the Dispatch you think might be responsible for the displayed downtime. Open the Dispatch and scroll to the very bottom of the page. See that button labeled, "DISPATCH CHANGE HISTORY"? Click on that button and you will see every change made to the Dispatch.
If the Dispatch Type has been changed from a Code Red to a non-downtime incurring Dispatch Type, this is likely the Dispatch that caused the downtime accrual. It's difficult to spot at the Operator Portal because there are no currently open Code Red Dispatches. Keep this in mind if you find yourself in that situation. The Dispatch TYPE may have been changed at some point.
*Note: if this does occur, this is an excellent opportunity for coaching your teams so they understand the impact. Not only of changing the type of Dispatch, but also why it is a best practice to stay on top of open Dispatches.
*Another item of note: if your leaders are working remotely, if you have a large influx of new employees, if communication on off shifts is less than ideal, a site setting is available to restrict the ability to change the Dispatch Type to only people with Administrator accounts in L2L.
As always, do not hesitate to contact us with any questions or to have that site setting enabled to restrict who is able to edit Dispatch Type after the Dispatch has been created.