Missed Stops: Nothing Falls Through the Cracks (1:16 video). Open on its own page
Routes close themselves overnight
A route still running at the end of its day is closed automatically overnight, and how it closes depends on whether any work was done. If the technician completed at least one stop (the usual case — they just forgot to tap Finish), the route is marked "Completed" as of their last stop, any unfinished stops are skipped with the reason "Route auto-closed", and no alert is sent. If the technician completed no stops at all (a genuine no-show), the route is marked "Abandoned", admins get a "Route Abandoned" notification, and the technician gets a push notification. Either way, when stops go unfinished a one-step Reschedule Stops banner gets the missed pools back on the schedule.
The amber banner — and everywhere it appears
Open the closed route by clicking the notification (it opens the route's instance page), or from the Route Schedule by clicking the day's cell (it opens that route's day view). Both show an amber "N stops were not completed on this route" banner. Seeing and using the banner requires the transfer permission.
The banner isn't just for auto-closed routes. It appears in all of these cases:
- A route that was auto-closed overnight with unfinished stops.
- A route the technician ended early with unfinished stops.
- A completed route that still has skipped stops — unless those stops were already transferred or rescheduled.
- A route that was never started that day.
- Stops added to the day after the technician had already started — they never reached the phone.
In short: any past day view with unserviced stops offers the same one-step reschedule. A stop counts as missed when it was skipped or never done and was not rescheduled. Stops transferred away, rescheduled, or done on another day of the same Sunday–Saturday week (by anyone, on any route) are not missed and are not offered. The To do list's missed-stop rows use the same rule.
The Reschedule Stops dialog
- 1Click Reschedule Stops on the banner.
- 2The dialog lists the missed stops, all pre-selected — click a row to deselect any you don't want to move.
- 3Under Reschedule to, click a box in the grid: technicians down the side, days across the top. Each box shows when that technician's day would end with the ticked stops added; a red box (for example 47m late) means the day would run past their workday, and a dash means they don't work that day. Earlier and Later move a week at a time. Nothing is picked for you.
- 4Under the grid, the dialog says whose day the stops go on — or that a route will be made for that day.
- 5Click "Reschedule N stops" to move them.
How the reschedule works
- The move is a one-date transfer — the weekly schedule is never changed.
- On the original route, each moved stop gets an OUT tag (hover it to see "Transferred to" and the technician), the banner stops counting it, and it isn't offered again.
- If the target route is already running that day, the stops appear on the technician's phone immediately.
Rescheduling from the banner is the quick path for a single day's misses. For broader moves — a whole set of jobs to a different technician, or a permanent change to the weekly template — see transfer and move jobs.
Technicians can also head this off in the field: skipping a stop in the mobile app offers Skip & Do Tomorrow (or pick another day), which moves the stop onto their own schedule right then (with the "Move own stops" permission, on for Technicians by default). A stop rescheduled that way never shows up in this banner. See run your route.
The same rescue on the technician’s phone
Technicians get their own version of this banner in the mobile app. When their stops from yesterday went unserviced — on a closed route or one that never started — the Today tab shows an amber "N stops were missed yesterday" banner — before starting a route and while one is running. Tapping Reschedule opens a sheet listing the missed stops grouped by day, with a day picker to move them onto their own upcoming route. Rescheduling to their own route needs no special permission; an Assign to technician picker appears only for users with the transfer permission. Older misses don't appear on the phone — those are rescued from this web banner. Technicians can also dismiss the phone banner with its × — that only hides it on their device (until new stops go missed) and never affects this web banner. A stop rescued on either surface — web or mobile — disappears from both.
Frequently asked questions
Does rescheduling missed stops change the weekly schedule?
No. The reschedule is a one-date transfer — the jobs' regular weekly routes are untouched, and the missed stops simply run on the chosen day.
Can George reschedule missed stops for me?
Yes. Click Ask George on the To do list's missed-stops row, or ask him ("reschedule Monday's missed stops onto the next good day", "move the missed stops to Mike on Friday"). He finds the day the stops fit and shows an approval card first; once you approve, the stops move and stop showing as missed, the same as the Reschedule Stops dialog. It needs the same transfer permission as the banner.
Can I send the missed stops to a different technician?
Yes. The dialog shows every technician's days in one grid, each box showing when that day would end with the missed stops added. Click any technician's day; there is no separate technician or date picker.
The technician never started the route at all — can I still reschedule?
Yes. Any past day whose scheduled stops were never serviced shows the same amber banner and dialog, including routes that were never started and stops added after the technician had already started.
Can the technician reschedule a skipped stop themselves?
Yes, two ways. When skipping a stop, the Skip Stop sheet offers "Skip & Do Tomorrow" and "Skip & Pick Another Day". And for stops that already fell through, the mobile Today tab shows a "stops were missed" banner covering yesterday — tapping Reschedule moves them onto their own route for a chosen day. Both need the "Move own stops" permission, which Technicians have by default (an owner can turn it off on the Roles page to leave rescheduling to the office); sending stops to a different technician needs "Transfer routes".
Why don't I see the banner?
The banner requires the transfer permission. It also won't appear if the day's skipped stops were already transferred, rescheduled, or done on another day that same Sunday–Saturday week.
Is a skipped stop counted as missed?
Yes, unless it was rescheduled (or transferred) or the customer was serviced on another day that same Sunday–Saturday week. Skipping alone does not clear it: reschedule it from the banner, or log the visit if it was done another day.