Mandatory Workflow Change
This change will automatically apply to all customers with this release. Review the new workflow and update your team training materials before the release date.
This improvement helps technicians maximize recording success by automatically detecting when a recording fails to start and prompting them to retry.
What's changing?
Previously, when a recording failed to start in Field Pro, technicians had no way of knowing until after the job was complete. This resulted in lost coaching data and missed performance insights. Now, Field Pro automatically verifies that recordings have started within 30 seconds. If no recording is detected, a dialog appears prompting the technician to retry. This ensures technicians can take immediate action to recover from recording failures.
Resources
Before and After
Before (Current)
A technician initiates a recording.
The recording silently fails to start, but the technician receives no notification.
The technician completes the entire job visit believing the recording is running.
After the job, the technician discovers no recording was captured.
The manager has no coaching data for that visit.
Impact: Lost coaching opportunities, incomplete performance data, and no ability to review customer interactions or technician performance for that job.
After
A technician initiates a recording.
Field Pro starts a 30-second verification timer in the background.
If no recording is detected after 30 seconds or when the technician returns to the app, a Recording Not Started message appears.
The technician verifies that the Field Pro app is installed and logged in.
The technician taps Retry to attempt starting the recording again.
The recording starts successfully, and the job visit is captured for coaching review.
Impact: Higher recording success rates, more complete coaching data capture, and immediate recovery from recording failures.
Who uses this feature
Residential Service and Replacement
Managers (review recordings for coaching), technicians
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A heating, ventilation, and air conditioning (HVAC) technician arrives at a furnace repair job and taps the recording link. The recording fails to connect to the service. After 30 seconds, Field Pro displays a retry dialog. The technician taps Retry, the recording starts, and the manager can review the customer interaction later.
A plumbing technician starts a water heater replacement and initiates the recording. When the technician switches apps to check parts inventory, Field Pro verifies the recording status. No recording is detected, so the dialog appears. The technician retries immediately and captures the entire installation process.
An electrical technician begins recording before a panel upgrade job. The recording silently fails due to a network issue. Field Pro detects the failure within 30 seconds and prompts the technician to retry. The technician retries successfully and the visit is recorded for quality assurance review.
How to Prepare?
Train technicians to verify Field Pro app installation and log in, then tap Retry when they see the Recording Not Started message.
Confirm managers understand that recording reliability will improve but technicians may occasionally see retry prompts.
Review current recording settings and workflows to ensure technicians know when recordings should be active.