Agent location

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Agent location Using Field Service Management

    The agent location feature utilizes geographic coordinates from an agent's mobile device to determine their position. This functionality is scheduled for future deprecation, transitioning much of its capabilities to Dispatcher Workspace, starting with the Vancouver release. Although it will be hidden from activation, support will continue. For more details, refer to the Deprecation Process article in Knowledge Base.

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    Key Features

    • Agent Starting Position: The system defaults to the agent's home office if geolocation is disabled. If geolocation is available, it uses real-time coordinates for routing.
    • Routing Logic: The system calculates routes based on various criteria, including future tasks and ongoing work. If an agent has an unfinished task at the start of the day, routing begins from that task's location.
    • Enabling Geolocation Tracking: Administrators can enable location tracking by selecting the Geolocation tracked checkbox in the User form. Users must also have location services enabled in their browser or device.
    • Geolocation Updates: The system updates the agent's geographic coordinates when they load a Task record and continues to update at defined intervals, typically every 5 minutes.

    Key Outcomes

    By effectively utilizing the agent location feature, ServiceNow customers can enhance the accuracy of task routing and improve operational efficiency. Enabling geolocation tracking allows for real-time updates on agent locations, ensuring optimal dispatching and resource allocation. Customers should prepare for the transition to Dispatcher Workspace for future functionality and ensure that their agents' devices are configured for location services to maximize benefits.

    The agent location is determined by the geographic coordinates returned from the agent's mobile device.

    Important:
    This application is being prepared for future deprecation. It will be hidden and no longer available for activation but will continue to be supported. Starting with the Vancouver release, much of the Dispatch map functionality can be found in Dispatcher Workspace. For details, see the Deprecation Process [KB0867184] article in the Knowledge Base.
    Important:
    This application is being prepared for future deprecation. It will be hidden and no longer available for activation but will continue to be supported. Starting with the Vancouver release, much of the Dispatch map functionality can be found in Dispatcher Workspace. For details, see the Deprecation Process [KB0867184] article in the Knowledge Base.

    Agent starting position

    If geolocation is not enabled, the starting position defaults to the agent's home office The Field Service Management application 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 current geolocation data for the agent is available 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 current geolocation data for the agent is not available 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.

    To enable geolocation tracking:

    In the default view of the User form, select the Geolocation tracked check box to enable agent location tracking.

    Note:
    The system can update geographic coordinates only for users who have location services enabled in their browser or on their mobile device. Even users who have the Geolocation tracked check box selected may be prompted by their browser or mobile device to share or withhold their location.

    When the ServiceNow system tracks an agent, it updates the geographic coordinates whenever the agent loads a record on the Task [task] table or on a table that extends Task. After the initial update, the system continues to update the agent's geographic coordinates at recurring intervals if the agent does not close or reload the record.

    Administrators can set the length of this interval by editing the Minimum amount of time between updating the user's location (in seconds) system property. The default geolocation update interval value is 300 seconds, or 5 minutes.

    To change the default geolocation update interval, navigate to Geolocation > Administration > Geolocation Properties.