Catches at-risk loads before they miss the delivery window — not after.
The Service Failure Monitor activates the moment a load is projected to breach its delivery window. It sends early warnings to the shipper and ops team, documents the delay cause, starts the detention clock, and opens OS&D records when conditions are flagged at delivery.
Trigger
Load is projected to miss its delivery window based on last known position and ETA
Human approval required
No — warnings, clock start, and OS&D creation are automated
Hands off to
Check Call Agent (if cause unknown) · Invoice Audit (via detention record)
What the Service Failure Monitor does
Early detection means shippers can plan for a late arrival instead of being surprised by one. Every delay is documented, every detention minute counted.
Delivery window risk detection
When the Shipment Events Agent sets a behind_schedule flag, the Service Failure Monitor calculates whether the recalculated ETA will breach the contracted delivery window. It triggers on any load projected to be late by more than the configurable threshold — default 60 minutes.
Early warning to shipper
An early warning notification goes to the shipper contact on record the moment a delivery risk is confirmed. The message includes the current location, updated ETA, and the reason code if available — giving the consignee time to plan around the late arrival.
Internal ops team alert
Simultaneously, the internal operations team receives a service failure alert with the load number, the original delivery appointment, the projected new ETA, and a link to the full load record. The dispatcher can act without hunting for context.
Delay cause documentation
The agent records the delay reason — traffic, weather, mechanical breakdown, facility delay, or driver log compliance issue — from available event data. This documentation is attached to the load record and surfaces automatically in OS&D and claims workflows.
Detention clock start
If the load is sitting at a pickup or delivery facility beyond the free-time allowance in the rate confirmation, the agent starts the detention clock automatically. Detention minutes accumulate against the confirmed detention rate and are attached to the load for invoice reconciliation.
OS&D record creation
When a delivery is flagged with a condition issue — visible damage, shortage, overage, or a refused delivery — the agent creates an OS&D record linked to the BOL and load. The record captures the reported condition, the delivering driver, and the timestamp at first report.
From behind-schedule flag to documented exception
The monitor acts the moment a risk is detected — not after the appointment window has already passed and the shipper is calling to ask where the truck is.
Behind-schedule flag is detected
The Shipment Events Agent sets a behind_schedule flag on the load record when the recalculated ETA exceeds the delivery window. The Service Failure Monitor picks up this flag immediately.
Risk severity is calculated
The agent calculates how far behind the load is projected to be and whether the consignee has a hard appointment window. High-severity failures — appointments that cannot flex — are escalated with a higher priority alert.
Shipper and ops team are notified
Early warning notifications go out to the shipper contact and the internal ops team. The shipper sees the ETA and current position. The dispatcher sees the full load context and a direct link to act.
Delay cause is documented
Available event data is used to tag the delay with a reason code. If no reason is available from event data, the Check Call Agent is triggered to contact the carrier directly for an update.
Detention clock and OS&D records are opened if applicable
If free time has been exceeded, detention starts accumulating. If a delivery condition issue is reported, the OS&D record is opened and attached to the load. Both records are available for the Invoice Audit agent to reference.
What the monitor catches
Late delivery risk
ETA exceeds contracted delivery window
Detention — pickup
Carrier waiting beyond free time at origin
Detention — delivery
Carrier waiting beyond free time at destination
OS&D — shortage
Fewer pieces delivered than loaded
OS&D — overage
More pieces delivered than BOL shows
OS&D — visible damage
Delivery flagged with condition exception