Understanding Call Off Data in Report Builder

Last updated: December 12, 2025

If your Call Off report in Report Builder is showing fewer employees than expected, this is likely due to how the system defines and counts call-offs. The report follows specific rules to determine which data is included.

How Call Off Data is Calculated

The Call Off report pulls data from multiple sources and applies these criteria:

  • Employees: Only caregivers in the selected employee group are included, and they must have an "employed/activated" status that overlaps with the reporting period

  • Shifts/Visits: Only visits where the start date falls within the reporting period are counted

  • Call Offs: A "call off" is only counted when the visit status is specifically CANCELLED_BY_CAREGIVER. Cancellations made by the office or client do not count as call-offs offs

Why You May See Fewer Names Than Expected

Several factors can cause fewer employees to appear in your Call Off report:

  • Some caregivers may not be in the selected employee group

  • Their visits may not fall within the specified reporting period

  • The cancellations may not match the system's definition of a "call off" (must be cancelled by the caregiver, not the office or client)

Improving Call Off Tracking

To ensure more accurate call-off monitoring going forward:

  1. Navigate to Company > App Center > Connected Apps > Configure

  2. Populate the call-out tags section if it's currently empty

This will help the system better track and categorize call-offs for future reports.