Monitor check calls

The Check Calls board is the control room: every book-on, check call and book-off due across your sites, what is overdue, and what was missed. From it you log a call you took by phone, escalate a missed one, and open any shift's timeline. It refreshes every 30 seconds. Admins and Managers use all of it; Control can watch it. For a past period, the check-call compliance report is the record to give a client.

Who can use it?

Check Calls sits under the roster's title and in its More menu.

	Admin	Manager	Control
See the board, and the Check calls tab on a shift's panel on the roster	Yes	Yes	Yes
Log a call taken by phone, or escalate a missed one	Yes	Yes	No — refused

All three can use the check-call compliance report, described below.

There is no screenshot here: the board shows what is due relative to now, so it changes from minute to minute.

What does the board show?

Check Calls — Live monitoring of book-on, check calls, and book-off across all active shifts. It refreshes itself every 30 seconds; Refresh fetches now.

Choose how far ahead to look with Next — 1 hour, 2 hours, 4 hours, 8 hours or 24 hours — narrow to one site with All sites, or search with Search employee or site….

The strip across the top counts what needs attention:

Tile	Counts
Overdue	Events whose window has closed with nothing logged, with the longest wait
Window open	Events that can be completed now
Upcoming	Events due within the hours chosen
Unscheduled	Shifts with no check-call pattern — check calls are off, or nothing applies to the site
Recent	Events completed in the last hour

Expected, on the left, lists every book-on, check call and book-off whose window is open or that falls due within the hours chosen. When nothing does, it says No book-on, check-call, or book-off due in the next … hours.

The tabs on the right:

Tab	Holds
Recent	Events completed in the last hour
Unconfirmed	Missed events on shifts still running — the ones to act on. The board opens on this tab whenever there are any.
Closed	Missed calls on shifts that have since booked off — a record, not an alarm
Unscheduled	Shifts with no check-call pattern
Cancelled	Shifts cancelled or marked no-show today

Agency officers' missed check calls appear in their own section, Agency officer missed check-calls, already Escalated to agency + site.

How do I log a call taken another way?

When an officer phones in instead of using the app, record it from the board.

Find the event in Expected or Unconfirmed and press Log this event.
The dialog is titled for the event — Manual book on, Mark check call complete or Manual book off.
Actual time (24h) defaults to now — Adjust if logging late. Add Notes (optional), for example Phoned officer, all clear.
Save it. The event moves to completed, recorded as done by you.

How do I escalate a missed call?

On the Unconfirmed tab, a missed event has Escalate. It notifies your organisation's Admins in the app and by push straight away, rather than waiting for the automatic escalation, and the row then reads Escalated with the time. Escalating twice does not send twice. How and when escalation happens on its own is on Check-call windows and escalation.

What else can I open from a row?

View check-call location — where the call was made, against the site's geofence.
Click the row for the shift's timeline: Timeline, Details, Site & contacts, Employee contact, Map and its Activity log.

Where is the history?

The board is about now. For a past period, use Reports → Reports → Check Calls: Check-call compliance — Scheduled welfare calls and what became of them, per employee and per site. The record to give a client.

Set From and To, and Group by Employee or Site.
Each row counts the calls Scheduled, On time, Late, Confirmed after (confirmed only after the call had been missed), Missed, Not required, the Escalations, Early / auto off, and the Compliance percentage.
Download CSV gives the same figures.

Compliance is the share of calls actually due that were answered on time. Calls voided by an early book-off are left out rather than counted as passes, so a shift does not score better the earlier it ends.

Admins, Managers and Control can run it. Control has no Reports menu, and opens it from Check-call report in their dashboard's Quick Actions.

If it goes wrong

What you see	What it means
Logging or escalating a call is refused, as Control	Control can watch the board but not act on it. Ask an Admin or Manager.
A shift sits under Unscheduled	No check-call pattern applies. See Configure check-call patterns.
A miss you have dealt with stays on Unconfirmed	Log it with Log this event, or it moves to Closed when the shift books off.