View an agent's work status and schedule status as they complete their
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 Work agent
status field. This action puts the status field on all user records.
and configure the User form to show the
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 On
schedule field. This action puts the schedule status field on all user
and configure the User list and form to show the
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.