Quality Metrics Explanations
At Convoy, arriving on-time to your appointment is vital in ensuring we can continue providing a diverse selection of loads to the carriers in our network. On-time is measured by whether you arrive at each stop by the appointment time listed on the ratecon. Carriers can also receive partial credit if they arrive less than 60 minutes after their appointment, while carriers that arrive 60 minutes or more after their appointment will be considered 100% late. Visit here to learn more about Severity.
You can check the loads impacting your score by selecting the Past Jobs tab on the main menu, and selecting the scorecard metric: ON-TIME.
More Information on On-time:
- Convoy tracks if the driver arrives on-time to each stop of a shipment. This is then combined into an overall on-time score for the shipment by weighting each stop based on its importance to the successful completion of the load. Generally, importance is weighted with Live having the most importance, and then Loaded Trailers, and then Empty Trailers.
- Example: A shipment with a late to a Live stop and an on-time to an Empty Trailer stop will have a lower score than being on-time to a Live Stop and late to an Empty Trailer stop.
- Carriers that arrive late to a stop because they were delayed at a previous Convoy stop will be excused if the carrier was on-time to the previous stop and was delayed due to facility issues, making it infeasible to arrive on-time to the next stop.
- Carriers who show a consistent history of manually entering arrival times may stop receiving full on-time credit.
- A carrier must be on-time and meet all app use requirements (learn more here) in order to qualify for hassle-free detention at that stop.
- While arriving on-time is important, please be aware of facility rules listed on the ratecon on how early you can arrive at the facility. Many facilities allow you to check in early, while others will not allow check in prior to appointment time.
CARRIER FALLOFFS OR CANCELLATIONS
At Convoy, we take falloffs/cancellations seriously. Completing the loads you accept is an important part of doing business together. That said, we understand that it sometimes is necessary to cancel a load due to unforeseen circumstances.
We track each cancellation but it only impacts your access to Convoy loads when it becomes a trend or habit over time. If you must fall off a load, please notify Convoy immediately. Learn how to cancel a load here.
You can identify the loads impacting your score by selecting the Past Jobs tab on the main menu, and selecting the scorecard metric: FALL OFFS.
More Information on Falloffs:
- Falling off shipment more than 48 hours prior to the pickup appointment or end of pickup window, will not count against a carrier.
- When falling off with less than 48 hours to pick, carriers will receive credit (see article about Severity here) the earlier they falloff.
- For example, carriers falling off 36 hours prior to pickup will receive more credit than if they fall off 24 hours or less to pick up.
- Carriers falling off with less than 24 hours to pick receive no credit.
- When a falloff is cancelled due to carrier-side issues, the falloff will count against the carrier. If Convoy or the shipper is unable to have the load ready on-time, or provide necessary information for the carrier to successfully pick up the shipment, then the falloff will count as a completed shipment for the carrier.
- If you mistakenly accept a load, make sure you immediately cancel following acceptance. The load will not count against the carrier if it is cancelled within one hour after acceptance and there is more than 24 hours until the pickup appointment. The quickest way to cancel a load is requesting it via the app. Instructions here.
Common issues that lead to falloffs impacting scorecards:
- Accidentally clicking to accept a load you don’t intend to take
- Regularly maintaining equipment to avoid breakdowns and trailer rejections
- Overbooking your trucks or not planning sufficient time in between shipments
- Misreading shipment details prior to accepting a load
- Failure to keep insurance documents up-to-date with RMIS
- Maintaining compliance status by following FMCSA safety guidelines
DRIVER APP USE
App use is a unique requirement of working with Convoy, and it is just as important as arriving on time and not falling off loads. Carriers using the app experience better service from our operational team. Through the app, we respond faster to problems on loads, reduce or eliminate ETA calls, and manage immediate detention payouts without additional paperwork.
You can check the loads impacting your score by selecting the Past Jobs tab on the main menu, and selecting the scorecard metric: APP USE.
The following actions must take place for a load to be deemed ‘app-using’:
- The correct driver is assigned to a shipment.
- Explanation: If a dispatcher secures loads, please change the ‘Driver’ to the individual that will be driving the shipment. The user assigned as the driver on a shipment will have their location services tracked. This allows Convoy to properly track the shipment.
- Driver completion event: For each step of a shipment (pickup and stops), a completion event needs to be logged, either through an automatic trigger via GPS, or manually select load progress button upon completion. Additionally, a driver can request detention through the app for eligible shipments.
- Explanation: Properly completed events allow us to monitor progress of shipments in real time, ensuring efficient deliveries. The information we glean from this can be used to adjust transit times, understand facility wait times, and properly compensate for detention.
- Location services are turned on: The driver's phone has location services enabled starting 3.5 hours prior to the scheduled pickup appointment time and continuing throughout the entirety of the load. Location services also need to be turned on for empty trailer pick up and drop offs.
- Explanation: With location services turned on, Convoy is able to provide accurate and timely ETA updates to shippers and ultimately results in significantly fewer ETA calls and text messages.
- Uploaded Bill of Lading: A clear picture of all signed Bills of Lading (BOLs) is added via the Convoy app within 24 hours of load completion. If you use a factoring company for payment, you still must upload a BOL within the timeframe. Please note, sending the BOL via email does not qualify as app-using, as the BOL must be uploaded via the app to meet this requirement. Learn how here.
How to ensure a phone is connecting properly to the Convoy app:
- Location services are enabled to ALWAYS ON. See how here.
- Ensure only one device is logged into a single user account.
- Power save mode is OFF. Having a charging cable on-hand during a shipment.
- If a phone has an OEM/Carrier power saving mode, turn OFF or white list Convoy.
Benefits of using the Convoy app:
Hassle-free Detention: The location services in the app allow us to clearly understand the length of time in the yard beyond your appointment time, easily allowing us to offer detention payments without the hassle of the normal back and forth.
QuickPay™️: Shipments that are ‘app using’ qualify for QuickPay™️, allowing you to get paid sooner, without the need to use factoring companies.
Hassle-free experience: With the app providing us automatic shipment updates, Convoy is able to understand where there may be delays and not. With that information, we’re able to cut down significantly on the amount we contact you via call and text.