How to show an agent's route in Agent Mobile

[Dyi]

Hello everyone,

I'm new to FSM and currently exploring the Agent Mobile app. While reviewing it, a few questions arose about agent routes:

1. I need the Agent Mobile application to show the actual route of an agent to the location of a Work Order Task.

In a demo I saw, it is possible to show the route in the mobile application.

What additional settings do I need for the actual route to be displayed in Agent Mobile?

2. In the Dispatcher Workspace, clicking “Optimize Route” generates a route guide and indicates the order of tasks according to location.

My question is whether this functionality can also be displayed in Agent Mobile, and what additional configurations are required to enable it in the agent application.

Thanks for any guidance or suggestions!

[Joshua Chen FX]

1) you need the customer experience plugin Customer Experience in Field Service Management
2)to optimize route from mobile,  Optimize a task route

Side note: many of those videos are polished for public release and do not reflect the real interface or user experience.

[Dyi]

Thanks for the guidance! I’ve been reviewing the Customer Experience in Field Service Management feature and I noticed that it shows the agent’s route to the customer, but the agent themselves cannot see the route.

Regarding Optimize a task route, when I click the button, the tasks are reordered correctly. However, after reviewing several FSM videos for Agent Mobile, I haven’t seen route visibility in the videos similar to what is shown in the Dispatcher Workspace.

I think it would be really useful to have this route visibility in the Agent Mobile app. From a user perspective, a technician should ideally have access to this route guidance or suggestions, which would help in planning and executing their tasks more efficiently.

[Joshua Chen FX]

@Dyi  what release are you in?

in my instance (yokohoma) i am unable to get the same optimize map view .. mines are always straight line arrows. there was another thread about this, but i could not make it work.

would you mind sharing your config here?

• google console route and place APIs are enabled.
• i checked/unchecked the enable ''straight lines'' in map settings, it simply remove the arrows

[Dyi]

Hi @Joshua Chen FX , how are you? I’m working on the Yokohama version.
In my case, to display the routes as street paths, I had to uncheck these two properties in Map Settings:

• Enable simple straight line for drawing route
• Enable simple straight line for drawing agent location history routes