When a driver is showing offline while they are in the middle of a job.
Follow these steps to determine why they are showing offline.
- Is the drivers' device returning a device snapshot - follow steps to request "Device Snapshot"
- Select the view icon - (the eye symbol 👁)
- Select "Device Snapshot History" from the Driver details menu
- Select the "Request Current Snapshot" button
- If the device is not online the following error messages will pop up
- If the driver is online the snapshot details will be displayed
Key details from Snapshot:
- App Version - make sure the driver is on the latest version of the mobile app
- Device Make/Model - Check what type of device the driver is using
- Last location update - what time did we last receive a location update from the device?
- Location services permissions - On iPhone, this should be set to always. On an android, this should be set to 'when in use'
- Location accuracy - This should be set to precise does the driver use
- Current charge - drivers should have their device plugged in while driving to ensure they are contactable throughout the day
- Charging state - if the device is in low battery mode, this can impact the applications when they are running in the background
- App restarts today - each time a driver closes and re-opens the GoDesta driver application, this is recorded in a count at the bottom. A high restart count indicates that they are restarting their app often.
- Review the drivers' mobile app status history - follow these steps to view "mobile app status history"
- Select the view icon - (the eye symbol 👁)
- Select "Mobile App Status History" from the Driver details menu
- Select "Search for Selected Dates"
- By default the current day will be selected
Key details shown from the Mobile App Status History
- Records when a driver comes online
- Records when a drivers device loses connection - this could be from internet disconnecting or it could be from them closing the app
- Records when they restart the app - if they lose connection and subsequently restart the app, this means they have force closed the app
- Records when they are trying to use the app with GPS services turned off
- Records when the device has requested a refresh token.
An example of a good Mobile App Status history:
- Review the drivers' GPS history - follow these steps to view "GPS history"
- Select the view icon - (the eye symbol 👁)
- Select "GPS History" from the Driver details menu
- Select "Search"
- By default the current day will be selected
- Select "View GPS History" to show the individual GPS stops
- Select the "Get Addresses" button for the corresponding address to load for each GPS position.
- Select the first and last point to select a range of GPS points then select the "Show Selection on Map" button.
- This will plot the selection on the map
Key Details from GPS History
- Review the GPS history and note the times when the driver went offline and came back online.
- Use the time slider within the GPS history to examine these periods in detail.
The mobile app includes an offline mode. If the device loses internet connectivity, the app will continue recording GPS location data locally.
If you notice straight-line gaps between location points on the map, this may indicate one of the following:
- GPS location accuracy is not set to precise; or
- The driver has closed the app while working during the day.
Looking at the Device Snapshot History, Mobile App Status History and GPS History together can be used to evaluate whether a driver is doing the right thing.
- Other Useful Information
- Note which telco the driver's device is with
- Check if there are any reported outages with the telco