The IVR Grace Period defines the maximum time difference the system will allow between a Task’s Scheduled Start Time and the time the Carer actually clocks in, while still linking the Carer’s IVR call to the Scheduled Task. For example, if the Grace Period is defined as ten minutes and the Task is scheduled to begin at 09.00, the Carer can clock in at any time between 08.50 and 09.10, and the system will link the IVR call to the Task and the Task’s status will be updated to In Progress. If the Carer clocks in outside of the Grace Period (e.g. at 09.15) the system will not automatically link the IVR call to the Scheduled Task; instead you will have to manually link it via the Task Attendance screen. Click here to find out more about the Task Attendance screen.
The Grace Period also applies to the clock out time. For example, the Task is scheduled to end at 10.00. The Carer has clocked in outside of the Grace Period, so the IVR Call has not been linked and the system does not recognise that the Carer is currently carrying out the Task. However, the Carer clocks out at 10.05 (i.e. within the clock out Grace Period); the system recognises this and retroactively links the both the clock in and clock out IVR Calls to the Scheduled Task, updating the Task status to Complete.