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Also known as appointment reschedule

A reschedule happens when a field technician is not successful in resolving a customer issue on the first visit. This could happen because of any one of the following reasons:

  • The service task does not fall under the first field technician’s expertise
  • The original field technician did not have access to the right tools or information during the first visit
  • The first visit was only a diagnostic visit and the complexity of the problem was greater than expected.

Service task rescheduling doesn't annoy just customers; they’re also a big drain for field team productivity and the more tasks are rescheduled, the more it increases operating costs for the organization.

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