Agent starting position

The system calculates the starting location of each agent from that agent's geographical coordinates.

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 office.
  • 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.