# 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.

1. 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…**.
2. 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 |

3. **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.*
4. 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.

1. Find the event in **Expected** or **Unconfirmed** and press **Log this event**.
2. The dialog is titled for the event — **Manual book on**, **Mark check call complete** or **Manual book off**.
3. **Actual time (24h)** defaults to now — *Adjust if logging late.* Add **Notes (optional)**, for example *Phoned officer, all clear*.
4. 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](/docs/concepts/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.*

1. Set **From** and **To**, and **Group by** **Employee** or **Site**.
2. 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.
3. **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](/docs/organisation/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. |

## Related

- [Check-call windows and escalation](/docs/concepts/check-call-windows-and-escalation)
- [Configure check-call patterns](/docs/organisation/configure-check-call-patterns)
- [Use the roster](/docs/organisation/use-the-roster)
- [The reporting dashboard](/docs/organisation/reporting-dashboard)