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.

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.

Off shift agent status indicates that the Field Service agent doesn't have any assigned tasks scheduled for the day.

You can view an agent's work status in the contextual side panel when you select the agent's pin on the map or in their 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

When you select an agent pin in the dispatch map, the agent profile appears. If a location shows more than one agent, you can select an agent to display their profile. You can view the status of the agent's schedule, which could be any of the following:

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.

A Field Service Agent’s schedule status is determined when the agent selects start travel on the Mobile Agent Application. The Field Service Agent’s schedule status table shows what the agent status is based on when they select start travel.