Assign service time to individual stops
Set a per-stop service time in Upper so stops that take longer or shorter than usual get accurate ETAs and better optimization on mixed routes.
Service time is how long a driver spends at a stop — parking, walking to the door, completing the delivery or service, and collecting any proof. Upper uses service time to calculate ETAs and total route duration. You set a default service time for your workspace, and you can override it on any individual stop that takes longer or shorter than the rest.
This article uses Upper's default labels — driver and delivery. Your workspace may be configured to show technician and service instead. The feature works the same either way.
Why per-stop service time matters
A long on-site install and a quick drop-off shouldn't share the same service time. If every stop is assumed to take the same few minutes, your ETAs drift and the route's total duration stops matching reality. Setting a realistic service time on the stops that differ keeps ETAs honest and gives the optimizer accurate numbers to plan around.
Two places service time comes from
| Level | What it covers | Where to set it |
|---|---|---|
| Workspace default | Applies to stops where you haven't set anything specific | See Set default service time |
| Per-stop value | Applies to the individual stop you set it on | The stop's editor, or a Service Time column in your import |
Set the workspace default first so most stops are already close, then adjust the stops that need it.
Set service time on a single stop
Open the stop's editor
In your route's stop list, open the Edit a Stop panel for the stop you want to change. It opens as a side panel with Basic Info, Other Info, Capacity, and Parcel Info tabs.
Enter the service time
On the Basic Info tab, find the Service Time field (labelled "Average time per stop"). Enter the time for this stop.
Save
Click Done to save the panel. The stop now uses the service time you entered instead of the workspace default.
Service time is entered in minutes. The field shows an example like 00:08 (8 minutes) — match that format.
Include service time in an import
You can set service time for many stops at once by adding it to your spreadsheet.
Add a Service Time column
In your CSV or Excel file, add a column for service time and enter each stop's value in minutes.
Map it during import
When you import with preview, the file lands on the Review & Import step. In Column Mapping, map your service-time column to the Service Time field (it's in the Stop group of the map-to-field dropdown).
Review and import
Check the preview grid, then finish the import. Each stop comes in with the service time from its row.
Service Time is one of several optional fields you can bring in through an import. See What optional fields can I include in my import? for the full list.
Troubleshooting
Related
Assign priority levels to stops
Set Crucial, High, Medium, or Low priority on stops in Upper so your most important deliveries are considered first when the optimizer builds the route.
Change the pin color for stops
Set the map pin color of any stop in Upper to color-code by priority, stop type, or customer group so dispatchers read the map at a glance instead of every label.