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For companies that have ServiceChannel Provider Time Tracking turned on, technicians can track their time spent on work orders, breaks, and a variety of other user-defined activities.

With the Time Tracking feature of ServiceChannel Provider, companies will be better able to manage their technicians’ time and determine when it is more efficient to seek the services of an external provider.

The following infographic is an example of the “time” categories that can be tracked with ServiceChannel Provider.

Different types of activities that can be tracked in Time Tracking

In all, the Time Tracking feature adds additional functionality, accountability, and accuracy to the management of technicians’ time.

Note

Contact your Customer Success Manager to enable Time Tracking and create a list of custom activity types.


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Time Tracking section in SC Provider for FTM techs


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List of activities that can be tracked in Time Tracking


If a technician forgets to add time spent at a meeting, they can add it after the fact. 

Additionally, technicians can edit logged time to better reflect how their time was spent. 

Work Order Time Tracking

After accepting a work order, a technician can log the repair time they have worked on the job, their travel time to and from the job site as well as the admin time.

The fastest way to log time is to tap Log Time on the work order and select the required activity type.

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Logging time on a work orderImage Modified


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Selecting the time type to be trackedImage Modified


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Clock starts counting the time you spend on the specified activity typeImage Modified


Should you forget to do so, you can enter your time manually by tapping Add New Manual Entry above the Log Time button.

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Logging Travel Time

Here is how you can log your Travel time when traveling to and from the job site.

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title⦿ How to Log Travel Time
  1. On the desired work order, tap Log Time.
  2. Select Travel. A running clock appears, which keeps running even when you quit the app.
  3. When you have arrived, tap Stop.
  4. Select the corresponding status — Arrived or Stop Travel.
    • The app will check your location to ensure you are on site.
    • You will see the logged Travel time on the work order.



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Logging Repair Time

When onsite and ready to get down to work, ensure you log the Repair time.

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title⦿ How to Log Repair Time
  1. On the desired work order, tap Log Time.
  2. Select Repair. The app will check your location to ensure you are on site.
  3. In the COVID-19 prompt that appears, read the safety recommendations, and then tap I Acknowledge.
    • (When onsite) A running clock appears, which keeps running even when you quit the app.
    • (When not on site) The app will prompt you that you should be closer to the location. Generally, this is within 0.25 miles from the location, but your configuration may differ.
  4. When finished, tap Stop. The app will check your location to ensure you are onsite, so you are able to continue.
  5. Select the appropriate status (Waiting for Quote, Parts on Order, Incomplete, Completed, or Stop Repair).
  6. (For the Waiting for Quote, Parts on Order, Incomplete, and Completed statuses) Add the description of work to describe the work you did on the work order.
  7. Tap Submit.
    • The work order updates with the appropriate status.
    • You will see the logged Repair time on the work order.



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Logging Admin Time

When you start your day, end the work order time or break time, as well as for any other activities you might need to track your non-work-order time, you can use the Admin type.

Note

Should you need to track the Admin time on work orders, please contact your Customer Success Manager to have this activity type added.


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title⦿ How to Log Admin Time
  1. On the desired work order, tap Log Time.
  2. Select Admin. A running clock appears, which keeps running even when you quit the app.
  3. When you need to stop tracking this activity type, tap Stop.
  4. Select the corresponding status — Admin Complete or Stop Time.

The Admin activity has been successfully logged.



Tracking “Other” Types of Time in ServiceChannel Provider Mobile

With ServiceChannel Provider Mobile, you can track a variety of user-defined activities. The activities that you can track can be customized to suit the needs of your company.

The following list contains the examples of "other" types of time:

  • Start and end of work
  • Admin
  • Van maintenance
  • Break
  • Travel
  • Internal meeting or training
  • Retrieving inventory
Note

Contact your Customer Success Manager to create a list of custom activity types.


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title⦿ How to Track “Other” Activities in ServiceChannel Provider
  1. On the Work Order screen, tap Time Tracking.Time Tracking section in the WOs list viewImage Modified


  2. On the available list, tap the activity type that you want to enter time for, for example, Break. A running time clock will appear.

    Info

    The activity is tracked against the work order you are currently checked in to.


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    Selecting the custom activity type to log timeImage Modified


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    Timer counting the break timeImage Modified



  3. (When applicable) To add a note to the activity you track, see Notes on Time Other Than Work Orders.
  4. When the period of time you are tracking ends, tap the End button to stop the clock.

The activity that you have just tracked will appear under the Manage Time tab and can be adjusted as needed.

Managing Time in ServiceChannel Provider Mobile

Under the Manage Time tab, you can view and edit the logged activities as well as add new activities.

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Adding Time

When adding time, you can only add time periods that have passed and only for the current day. For instance, you can add a meeting that occurred the previous day, but you cannot add a meeting that has not yet occurred. 

However, if you logged an administrative meeting as being from 1 pm to 3 pm, but in actuality, the meeting was from 1 pm to 2 pm, and then you went on a break from 2 pm to 3 pm, you can edit the administrative meeting to reflect the actual time, then add in your break from 2 pm to 3 pm.

Info

Once a technician has logged in for the day, all time is tracked.


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title⦿ How to Add Time on the Manage Time Tab
  1. On the Work Order screen, tap Time Tracking.
  2. Switch to the Manage Time tab. The app shows the activities logged for the current day.

  3. Tap the Add / Edit Times button to add a new activity time period.

    Note

    You can add a new activity only for the current day.


  4. Tap the Add Time button that appears.
    Adding a new activity for a dayImage Added

  5. Select the appropriate activity from the available list.

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    Selecting the activity typeImage Added


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    List of custom activities Image Added



  6. Specify the time spent on that activity.
    Specifying the activity start and end timeImage Added

  7. When finished, tap Save.


Info

If you have not logged in for the day you are adding an activity to, the time you enter for that activity will also become your Sign In time for that day.

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Editing Time

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title⦿ How to Edit Time on the Manage Time Tab
  1. On the Work Order screen, tap Time Tracking.
  2. Switch to the Manage Time tab. By default, the tab displays logged activities for the current day.
  3. To switch to another date for which you need to edit an activity, tap the back arrow.Image Added
  4. Tap the Add / Edit Times button.
  5. Find the activity you want to edit, and tap the pencil icon next to it.Editing the logged activityImage Added
  6. Adjust the time as needed, then tap Save.Image Added

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Notes on Time Other Than Work Orders

For administrators who want additional information about how their technicians use their time, ServiceChannel can enable the Time Tracking Notes feature. 

With this feature turned on, technicians will be able to add a note to time other than work order time, for example, to a Break or Inventory activity. It will be up to the administrator as to whether or not to make a note mandatory or optional.

Note

Contact your ServiceChannel representative to have the notes enabled.


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