As an agent, you can accept or reject tasks assigned to you using features in the
agent task map, or take on unassigned tasks near you if your schedule permits.
You can use the auto-routing feature in the map to have the system determine the most
efficient route. Initial routing shows the sequence established when the dispatcher
assigned the tasks. Auto-routing locates you using your mobile device and creates an
ideal schedule based on variables such as location, task duration, travel time, or
any task windows.
The agent map, which displays color-coded icons for the tasks and your current
location, is updated as you complete each task.
To access the map, users with the wm_agent role navigate to
Tasks that are in one of these states are visible on the map:
- Pending Dispatch
- Work in Progress
These procedures assume that the Service Management Geolocation
plugin (com.snc.service_management.geolocation) is active, and the Google
Maps API for Business key has been entered into the appropriate Google Maps property