Agent work and schedule status

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.

An agent's work status can be one of the following:
  • On route
  • On site
  • On break
  • Off work

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.

You can view an agent's work status in the information box that opens when you click the agent's icon in the dispatch map or in an agent's user record. To display agent work status in the user record, navigate to User Administration > Users and configure the User form to show the Work agent status field. This action puts the status field on all user records.

Schedule status

View an agent's schedule status in the information box that opens when you click the agent's icon in the dispatch map or in an agent's user record.

A green icon indicates that the agent is ahead of schedule. If the agent is behind schedule, the icon in the map appears in red. Possible statuses are:
  • 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 User Administration > Users and configure the User list and form to show the On schedule field. This action puts the schedule status field on all user records.

Tasks that are behind schedule appear highlighted in lists and forms.
  • Red: Tasks that are more than one hour behind.
  • Orange: Tasks that are between 30 and 60 minutes behind.
  • Yellow: Tasks that are only 30 minutes behind.