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

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.

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

The customer’s address must be within 3 miles of the cluster (route) boundary. Distance is measured from the customer’s geocoded location to the nearest edge of the cluster’s geographic shape.

If a customer has multiple addresses on file, the system uses the closest one.
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. Has house call history

The customer must have at least one past event (before today) where the schedule name includes “House Call.” This ensures the call list only shows customers who have previously received in-home visits, rather than every customer in the area.

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).

5. New patients are always included

Customers with a status of NEW_PATIENT who have no events at all are automatically included, regardless of the cohort date. This ensures new patients are not overlooked simply because they have no visit history.

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	Customer does not appear
Not archived	Customer record is active	Customer does not appear
House call history	At least one past house call event exists	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.

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:

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.
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:

New patients first — Customers with status NEW_PATIENT always appear at the top.
Last visit date (most recent first) — Among non-new patients, those seen most recently appear higher. This may seem counterintuitive, but it groups patients who were recently active and may need follow-up scheduling.
Alphabetical (last name, first name) — When patients share the same last visit date, they 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 its center point │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Find all customer addresses   │
   │  within 3 miles of boundary    │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Exclude archived customers    │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  Exclude customers with no     │
   │  past house call events        │
   └────────────────┬───────────────┘
                    │
                    ▼
   ┌────────────────────────────────┐
   │  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 last visit date,      │
   │  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 visually confirm the customer’s address is inside or near the boundary.
Does the customer have a past house call event?	Check the customer’s event history for at least one event with “House Call” in the schedule name, dated 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.

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