Call List

Overview

The call list is the list of customers shown in the left panel of the Call Scheduler day view. It answers one question: which customers should we consider calling to fill this route?

The system builds this list automatically each time you open a route’s day view. It finds customers who:

• Live close to the route
• Are due for a visit
• Have a history of house call visits on their record

This page explains every rule the system uses to decide who appears on the call list, how filters change the results, and why a customer might be missing or greyed out.

Tip

If a customer you expect is not on the call list, use the troubleshooting checklist at the bottom of this page to diagnose the issue.

Eligibility Rules

A customer must pass all of the following checks to appear on the call list. If any single rule is not met, the customer is excluded.

1. Within 3 miles of the route or that day’s scheduled stops

The customer’s address must be within 3 miles of at least one of:

• The cluster (route) boundary — distance is measured from the customer’s geocoded location to the nearest edge of the cluster’s geographic shape (the same area shown on the Call Scheduler map), or
• A scheduled visit location on that route for that schedule day — so if a stop sits in another service area or far from the drawn polygon, nearby prospects can still appear on the call list.

The list uses the smaller of the distances above when ranking. If a customer has multiple addresses on file, the system uses the closest one to the route influence area. Customers without a geocoded address (missing latitude/longitude) are never included.

2. Not archived

The customer record must be active (not archived). Archived customers are permanently excluded from all call lists.

3. House call history

The customer must have at least one past house call on file: a past event (before today) where the schedule name includes “House Call.” This keeps the list focused on patients with an established in-home visit history.

4. Due for a visit (cohort date check)

The customer’s last visit date must be on or before the cluster’s cohort date. The cohort date is a reference point set on the route — it controls how far back the system looks when deciding who is “due” for their next visit.

How “last visit date” is calculated: The system looks at all of the customer’s events and finds the most recent event date. Archived (canceled) events are excluded from this calculation, so a canceled visit does not count as the customer’s last visit.

Example: If the cohort date is April 1 and a customer’s last visit was March 15, they are included (March 15 is before April 1). If their last visit was April 5, they are excluded (they were seen more recently than the cohort date).

No last visit date on file: If the system has no last-visit date (for example, the patient has never had a recorded visit in this company), the cohort check is bypassed when the patient is marked NEW_PATIENT or when they have no events at all in the company. That matches the “no history yet” cases without requiring a house call on file.

5. New patients and the cohort date

When a customer has no last visit date on file, the cohort rule (rule 4) is bypassed if they are NEW_PATIENT or have no events at all in the company — so they are not excluded only because last_event_date is missing. They must still satisfy rule 3 (past house call on file). Patients with no qualifying past house call events do not appear on the call list until they do, including NEW_PATIENT records with no events yet.

6. RECOVERY patients are excluded by default

Customers with a status of RECOVERY are hidden from the call list unless you explicitly enable the RECOVERY call status filter. This prevents follow-up patients from cluttering the standard call list.

Eligibility Summary

Rule	What the system checks	If not met…
Within 3 miles	Customer address is within 3 miles of the route boundary or of a scheduled stop on that day	Customer does not appear
Not archived	Customer record is active	Customer does not appear
House call history	At least one past event with “House Call” in the schedule name	Customer does not appear
Due for visit	Last visit date is on or before the cohort date	Customer does not appear
New patient exception	NEW_PATIENT status with no events bypasses the visit date check	(Only applies to new patients)
RECOVERY exclusion	RECOVERY status customers are hidden by default	Customer does not appear unless RECOVERY filter is on

How Filters Change the List

The Call Scheduler header includes a Call Status filter with three options: CALLED, READY, and RECOVERY. These filters modify which customers are returned.

READY filter

When READY is selected, the system adds an extra requirement: the customer must have no scheduler activity logged in the last 24 hours (or no activity at all). This helps you focus on customers who have not been recently worked on by another scheduler.

RECOVERY filter

When RECOVERY is selected, customers with a status of RECOVERY are included in the results. Without this filter, they are hidden (see rule 6 above).

CALLED filter

The CALLED option is available in the filter UI but does not change which customers the system returns from the database. It is used as a visual/organizational status within the scheduling workflow.

Note

If your call list looks unexpectedly short, check whether the READY filter is active — it can exclude customers who were recently touched by another scheduler.

Preferred Resource Matching

After the system retrieves the initial list, it applies one more check: if a customer has a preferred resource assigned, that customer only appears on the call list for that specific resource’s route.

• If the customer has no preferred resource set, they appear on any nearby route’s call list.
• If the customer’s preferred resource is “Nurse A,” they only appear when viewing Nurse A’s route — even if they live near Nurse B’s route.

Why Some Customers Appear Greyed Out

Some customers on the call list appear greyed out (disabled). They are still visible but are visually de-emphasized. This happens when:

1. Recent activity today — Another scheduler has already opened or worked on this customer’s record today. The customer is greyed out to signal that someone else may be handling them.
2. Muted until a future date — The customer has a “mute until” date set that is on or after the current schedule date. This is used to temporarily suppress a customer from active scheduling (e.g., they requested a callback next week).

Greyed-out customers are not removed from the list — you can still click them and schedule if needed.

Sort Order

The call list is sorted in this priority:

1. New patients first — Customers with status NEW_PATIENT always appear at the top.
2. Distance to the route — Among new patients, then among everyone else, customers are ordered by closest to the route first. If the shift has saved route optimization (HERE legs on the shift metadata), distance is measured to the polyline through that day’s visits in optimized order (same sequence as the map). If the shift is not optimized yet, distance is the straight-line distance to the nearest scheduled stop that day; if there are no stops, it falls back to distance to the cluster boundary.
3. Alphabetical (last name, first name) — When distance ties, names are sorted alphabetically.

Result Limit

The call list is capped at 200 customers per route. If more than 200 customers match all eligibility rules, only the top 200 (based on the sort order above) are shown.

If you suspect relevant customers are being cut off by this limit, try narrowing your results with filters (call status, organization, service area) so the most relevant customers appear within the 200-customer window.

How the Call List Is Built (Step by Step)

Start: Open a route's day view in Call Scheduler
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Find the cluster (route)      │
   │  boundary and scheduled stops  │
   │  for that day                    │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Find all customer addresses   │
   │  within 3 miles of boundary    │
   │  or scheduled stop locations     │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Exclude archived customers    │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Exclude customers with no     │
   │  past house call on record     │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Check last visit date:        │
   │  - On or before cohort date?   │
   │    → Include                   │
   │  - NEW_PATIENT with no visits? │
   │    → Include                   │
   │  - Otherwise → Exclude         │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Exclude RECOVERY patients     │
   │  (unless RECOVERY filter is on)│
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  If READY filter is on:        │
   │  Exclude customers with        │
   │  activity in the last 24 hours │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Sort: new patients first,     │
   │  then by distance to route,    │
   │  then alphabetically           │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Limit to 200 results          │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Remove customers whose        │
   │  preferred resource does not   │
   │  match this route's resource   │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Grey out customers with       │
   │  today's activity or a mute    │
   │  date on/after schedule date   │
   └────────────────┘

Why Is a Customer Missing from the Call List?

Use this checklist to diagnose why a specific customer does not appear:

Check	How to verify
Is the customer archived?	Open the customer record and confirm it is not archived.
Does the customer have a geocoded address?	Check that the customer’s location has latitude and longitude values in Locations.
Is the address within 3 miles of the route?	Open the cluster map and confirm the address is inside or near the boundary, or within 3 miles of a scheduled stop on that day (including stops outside the shaded area).
House call history?	At least one past event with “House Call” in the schedule name (before today).
Is the last visit date after the cohort date?	Compare the customer’s most recent event date against the cluster’s cohort date. If the visit is more recent, the customer is excluded.
Is the customer in RECOVERY status?	Check the customer’s status. If it is RECOVERY, enable the RECOVERY filter to see them.
Is the READY filter hiding them?	If READY is active, the customer may have been worked on in the last 24 hours. Remove the READY filter to check.
Does the customer have a preferred resource?	If the customer’s preferred resource is set to someone other than the current route’s resource, they will not appear on this route’s list.
Is the 200-customer limit cutting them off?	Try narrowing filters to reduce the total result set.

Related Pages

• Call Scheduler — Full guide to the Call Scheduler interface
• Patients — Manage customer records and status
• Locations — Manage addresses and geocoding
• Service Areas — Define geographic boundaries
• Resources — Manage resource assignments