Appointments represent a visit to a site that are created by a Fieldworker doing a door knock or by an Operator in a call centre. Desktop Audits, Submissions and RCTI Invoices are completed against appointments and they are integral part of ASAP.
A Work Type will be picked or assigned to an appointment during creation. The work type is used to determine:
- which questions will be asked to the fieldworker
- which products will be quoted or installed
- which forms or emails will be sent to the customer
A Job may contain one to many Appointments, typically a job has:
- Installation Appt.
- Quote Appt -> Installation Appt.
- Quote Appt -> Installation Appt -> Field Audit Appt.
- Quote Appt -> Installation Appt -> Other Appt.
Appointment is created:
- By Fieldworker on Runabout.
- By Operator through New Job Screen in ASAP.
- By Operator in an existing Job e.g Field Audit following an Installation Appt.
Typical Appointment Workflow
This status will be given to an appointment that has not been scheduled or booked.
All appointments with the “Waiting” status can be found in the Waiting list screen.
This status will be given to an appointment when the appointment has been scheduled and is waiting for the assigned fieldworker to visit the site and complete the appointment.
Refer to Schedule/Reschedule Appointment for more information about scheduling in ASAP
- Completed - [ Field | Partial ]:
An appointment is completed when either:
- The appointment has been submit or sync from Runabout.
- The appointment has been completed by an operator through an appointment action called “Complete Appointment”.
In ASAP, there are 3 different type of “Completed” Status. Those three are:
Note: Mandatory items can consists of answer from mandatory questions or signatures.
- Completed - Field
This status will be given to appointments if the appointment is completed/sync through Runabout.
In addition to that, the appointment must completely satisfies or includes all of the mandatory items.
The “Field” text in the status refers to completed in the field.
This status will be given to appointments if the appointment is completed in ASAP through “Complete Appointment” action. Similar to the previous status, appointment can be considered completed if all of the mandatory items has been satisfied or included.
- Completed - Partial
This status will be given to appointments if the appointment are missing any mandatory items. These appointments will require further action from either the fieldworker or an operator to completely finish the appointment.
Audited - [ Passed | Failed | Corrections Required | Partial ]:
Compliance review in ASAP is completed by conducting desktop audits against appointments in a job.
Performing these desktop audits will cause status changes to the appointment.
Those status are as following:
- Audited - Passed
This status will be given to appointments that have completed all of the mandatory audits.
- Audited - Failed
This status will be given to appointments that have at least one failed desktop audit on them.
- Audited - Partial
This status will be given to appointments that have not completed all of the mandatory audits.
Generally, this status signifies that the appointment has not passed the compliance processes.
- Audited - Corrections Required
When compliance process starts with the first desktop audit, the fieldworker can no longer push changes in the appointment from their Runabout.
This restriction is there to stop fieldworker from accidentally changing an audited appointment.
An operator will need to change the status of the audited appointment into “Audited - Correction Required” to re-enable fieldworker to push or change any data on that appointment.
- Audited - Passed