Agent work and schedule status
Summarize
Summary of Agent Work and Schedule Status
This guide provides insights into monitoring the work and schedule status of agents within the Field Service Management system. It focuses on how to evaluate both work and schedule statuses as agents complete their tasks, and how to configure these settings for user records.
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Key Features
- Work Status: The system categorizes an agent's work status based on their actions during task updates. Possible statuses include:
- On route: When an agent begins traveling to a task.
- On site: When the agent starts working on a task.
- Off shift: Indicates no assigned tasks for the day.
- Schedule Status: The schedule status reflects the timing of an agent's tasks and can be:
- Ahead of schedule
- On time
- Behind schedule (with various time frames)
Key Outcomes
To effectively view and manage agent statuses, navigate to the agent's pin in the dispatch map or their user record. For user records, configure the User form to display the relevant status fields (Work agent status and On schedule) for all users. The schedule status is determined when the agent selects 'start travel' on the Mobile Agent Application, with specific timings dictating the status updates.
View an agent's work status and schedule status as they complete their tasks.
Work status
To evaluate the agent's work status, the system checks the action that the agent takes when updating a task and interprets it as a status.
- On route
- On site
- Off shift
For example, when the agent starts travel to a task, the system considers the agent's status as On route. When the agent starts to work on a task, the agent's status is updated to On site. When an agent closes or cancels a task, the agent's status is updated to None in preparation for travel to the next task.
Off shift agent status indicates that the Field Service agent doesn't have any assigned tasks scheduled for the day.
You can view an agent's work status in the contextual side panel that opens when you click the agent's pin in the dispatch map or in an agent's user record. To display agent work status in the user record, navigate to and configure the User form to show the Work agent status field. This action puts the status field on all user records.
Schedule status
When you click an agent pin in the dispatch map, the agent profile appears. If a location shows more than one agent, you can select an agent to display their profile. You can view the status of the agent's schedule, which could be any of the following:
- Ahead of schedule
- On time
- Behind schedule, less than 30 minutes
- Behind schedule, between 30 to 60 minutes
- Behind schedule, more that an hour
To display the agent schedule status in the user lists and records, navigate to and configure the User list and form to show the On schedule field. This action puts the schedule status field on all user records.
A Field Service Agent’s schedule status is determined when the agent selects start travel on the Mobile Agent Application. The Field Service Agent’s schedule status table below shows what the agent status will be based on when they select start travel.
| Agent status | When start travel was selected |
|---|---|
| Ahead of schedule | 20 minutes before the scheduled start travel time |
| On time | Within 3 minutes of the scheduled start travel time |
| Behind schedule, between 30 to 60 minutes | 20 minutes after the scheduled start travel time |
| Behind schedule, less than 30 minutes | 40 minutes after the scheduled start travel time |
| Behind schedule, more that an hour | 70 minutes after the scheduled start travel time |