The system calculates the starting location of each agent from that agent's geographical
If geolocation is enabled, the agent's latitude and longitude are determined by information
returned from the agent's mobile device. If geolocation is not enabled the agent's default
location is the home office. ServiceNow
uses these criteria to locate work agents at the beginning of the day:
- If the agent is routed for a future date, the system calculates the route from the home
- If ServiceNow has current geolocation
data for the agent at the start of the day, the system uses those geographical coordinates
instead of the home office as the starting point for the agent's routing.
- If ServiceNow does not have current
geolocation data for an agent at the start of the day or if geolocation tracking is disabled,
the system uses the home office as the starting point.
- If the agent has a task that is still Work in Progress at the start of the
current day, the system starts the agent's route for that day at the location of the unfinished
task. The start time is set to the time of the scheduled completion of the unfinished task or
the current time, whichever is later.