Check-In is the action a field agent performs in the Zoho FSM mobile app when they arrive at a customer’s site to begin a job. It timestamps the arrival, updates the appointment status to In Progress, and starts the job duration clock. Check-Out is the corresponding action when the agent leaves the site after completing or pausing work. The time between check-in and check-out is recorded as the actual job duration, which is compared against the Work Type’s estimated duration in FSM reports.
FSM can require that check-in is performed within a configured radius of the job site’s GPS coordinates, preventing agents from checking in remotely rather than on-site. This verification ensures that arrival times in the system reflect when the technician actually reached the customer location, maintaining the integrity of SLA compliance records and job duration data.
Check-in and check-out timestamps feed into multiple FSM reports: SLA compliance (was the agent on-site within the response time window?), actual versus estimated job duration (is the Work Type’s time estimate accurate?), and agent utilisation (how much time per day is spent on job sites versus travelling versus idle?). This data is essential for continuous improvement of scheduling accuracy and service efficiency.
If an agent forgets to check in, the appointment remains in Scheduled status instead of moving to In Progress. Dispatchers can see this in the Dispatch Console and contact the agent to confirm whether they are on-site. Administrators can retroactively update the check-in timestamp when an agent reports the oversight after completing the job, maintaining accurate time records without voiding the appointment.
Yes. FSM can be configured to send an automatic SMS or email notification to the customer the moment the agent checks in, confirming the technician’s arrival. This eliminates uncertainty for customers who are waiting and reduces unnecessary inbound customer calls to the service desk asking for updates on their appointment.
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