1. Configure Where is My Technician
  2. Map

Map

The Map configuration in Oracle’s WMT allows businesses to visually display a technician’s real-time location and route on a map that customers can view through the WMT link. It integrates GPS data from Oracle Fusion Field Service to give customers clear visibility of where their mobile worker is, estimated time of arrival, and progress along the route.

Business Benefits

  • Enhances customer trust by showing transparency into mobile worker movements.
  • Reduces customer anxiety and call volume to support centers by providing self-service tracking.
  • Improves brand image by offering a modern, map-based tracking experience.
  • Increases operational efficiency by ensuring accurate ETA communication.
  • Provides customers with a familiar, easy-to-understand interface (map view vs. just text updates).

Use Cases

  • A customer waiting for an internet installation can track the technician on the map, knowing exactly how far away they are.
  • Utility companies can reduce inbound Where is My Technician? calls by letting customers see live progress on a map.
  • A retail appliance delivery can give the customer confidence and time to prepare by showing real-time location and ETA of the delivery team.
  • Service organizations can provide accessibility to family members or office staff (using the WMT link) so someone is ready when the technician arrives.
  • Companies running multiple appointments per day can give customers transparency into delays or mobile worker progress, reducing dissatisfaction.

To add the map details:

Click Map and complete these fields:
Field Name Action or Description
Customer position Select one of these values:
  • Do not display: Select this option to hide the customer’s coordinates on the map. When you select this option, the mobile worker’s position is also hidden. Use the Customer address field on Attribute tab to hide the customer’s address on the page.
  • Exact: Select this option to display the exact position of the customer on the map.
  • Approximate: Select this option to display a bubble around the customer’s location on the map.
Customer icon Select an icon from the drop-down list or, click Browse and select a custom icon. This icon indicates the location of the activity. If you select an icon from the drop-down list, its color changes according to the color you've selected in the Branding tab. If you select a custom icon, you can also select the position of the icon on the map.
Mobile Worker position Select one of these values:
  • Do not display: Select this option to hide the mobile worker’s coordinates on the map.
  • Show with driving track: Select this option to display the mobile worker’s driving track, while showing the exact position of the customer on the map.
  • Show without driving track: Select this option to display the mobile worker icon without the driving track, when you've selected the customer position as 'Exact' or 'Approximate'. When you've selected the customer’s position as Approximate, the mobile worker icon is available till the mobile worker hits the bubble on the map. After that the mobile worker icon is hidden.
If Google sends the navigation details and the mobile worker has shared their location, Oracle Field Service uses that data. If the mobile worker hasn't shared their location, or if Google hasn't sent the navigation details, Oracle Field Service uses the ETA (Start Time - Current-Time) to derive the estimated duration. The behavior is further clarified here:

  • Shows the ETA (expected time of arrival) from Oracle Field Service (StartTime - Current time), if Google hasn't yet sent the navigation details and ETA. In this case, only the customer icon shows on the map and ETA from Oracle Field Service.

  • Shows Google ETA as soon as it's available, then the route is available on the map, with the ETA from Google. In this case, the mobile worker icon with route displays on map and ETA updates to Google's ETA.

  • If the mobile worker becomes offline, the last position is remembered and shown. In this case, the user who opens the link sees the ETA to the mobile worker’s last position and as soon as the mobile worker becomes online, the ETA is updated. This means that the ETA may be about 4 hours and may suddenly become about 20 minutes, because the mobile worker’s actual position is updated.

Do not show position Enter the number of minutes for which you want to hide the mobile worker’s position after they complete the previous appointment or after they activate the route. The activity status of the previous activity can be Complete, Note done, Canceled, Suspended, or the activity is reordered. As soon as the set time is over, the mobile worker icon is shown on the map. This helps you hide the coordinates of the previous customer or the mobile worker's home location. This field is set to 0 (zero) by default, which means, the mobile worker’s position is shown immediately after the mobile worker completes the previous appointment.
Mobile Worker icon Select an icon from the drop-down list or, click Browse and select a custom icon. This icon indicates the mobile worker’s location. If you select an icon from the drop-down list, its color changes according to the color you've selected in the Branding tab. If you select a custom icon, you can also select the position of the icon on the map. You can use real car icons and show the car changing direction according to the route. Be aware that the anchor for these icons is in the center. If a mobile worker doesn’t share the location, or is offline for a long time, then only the customer’s location is displayed on the map. If neither the mobile worker's location nor the customer's location is available, only a blue map is displayed.