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Use this page when a task report doesn’t match what your reps did, or when you plan reports on task completion. It explains where tasks come from, what each task status means, and how reasons, automated check-out, and leave affect the numbers.

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User Permissions Needed

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How Tasks Relate to Visits and Surveys

A task is one piece of work on a visit, such as a shelf check or a survey. Each task links to a Task Type, and usually to a Visit. A survey task completes when the rep finishes the survey. While a survey is only partly done, its task is In Progress. To see how the objects connect, see FieldKo Data Model. Tasks get onto visits in these ways: Created By and Created Date also help: tasks created by a background job show the user who started it. Some companies have customer-specific configuration that adds tasks to many planned visits at once, chosen by business criteria such as an account grouping or the role of the assigned rep. This isn’t part of standard FieldKo. If your company has it, ask your admin or FieldKo support how it chooses visits and how to find the tasks it created.
Group Name on a task type decides how tasks are grouped on the visit in the app. Task Group on a visit template entry or task is a separate picklist value. Changing one doesn’t change the other.

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What Each Task Status Means

A task’s Status is Not Started, In Progress, or Completed. There’s no separate status for a task the rep couldn’t do.

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My Task Is Complete but the Report Says Incomplete

Problem or symptom: A rep says they finished a task, or the app shows the visit as done, but your report counts the task as incomplete. Applies to: the FieldKo Atlas app and task reports in Salesforce. Why it happens: In the app, a task with a reason for incompletion counts as dealt with, and the visit can check out. In Salesforce, that task’s Status stays Not Started. A report that counts only Completed shows it as incomplete. Other causes:
  • The rep hasn’t synced since completing the task.
  • The task is a survey that was started but not finished, so it’s In Progress.
  • The report uses the visit’s Total Tasks Completed field. The app and Salesforce calculate this total in different ways, so don’t use it for task reporting.
How to investigate:
  1. Open the task in Salesforce. Check Status and Reason For Incompletion.
  2. If Status is Not Started and there’s a reason, the rep used Can’t Do.
  3. If the task looks untouched, ask the rep to open Sync and check Pending Changes.
How to resolve: Report on Status and Reason For Incompletion together:
  1. Create a report with the FieldKo Tasks report type.
  2. Group rows by Status, and add Reason For Incompletion as a column.
  3. Read each task this way:
    • Completed with a blank reason: done.
    • Completed with “Automated Checkout”: closed automatically, not done by the rep.
    • Not Started or In Progress with a reason: not done, and the rep said why.
    • Not Started or In Progress with a blank reason: not done, with no reason.
Expected result: Tasks the rep couldn’t do appear separately from tasks nobody touched, and tasks closed by automated check-out don’t look like the rep’s work. Escalation: If a task shows as completed in the app after a successful sync but not in Salesforce, email FieldKo support with the visit name and a screenshot of the task in the app.

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Leave, Training, and Other Reasons

FieldKo doesn’t change visits or tasks when a rep is on leave, unless your company has customer-specific configuration that does. Planned visits stay Not Started and count as missed in call compliance reports. To keep reports fair:
  • Before the leave: Move the visits to another rep with Transfer Visits, or have them canceled.
  • When a visit is canceled: The rep chooses a Reason for Visit incompletion. FieldKo includes Store was closed and Other. Ask your admin to add values such as Leave or Training to the visit’s Reason For Incompletion picklist, and to a task type’s Possible Reasons for incompletion for task-level reasons.
  • In reports: Filter out the reasons you don’t count as missed. See Call Compliance and Strike Rate.

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What Reps Can and Can’t Do with Tasks in the App

  • Reps can add tasks to any visit that isn’t canceled, if your admin shows Add Task. Adding a task to a Completed visit reopens it, unless your company has turned this off.
  • Reps can’t remove a task from a visit in the app. Remove it in Salesforce.
  • Reps must check in before they complete a task or tap Can’t Do. Some surveys can be completed without check-in, if your admin allows it.
  • Can’t Do offers the task type’s reasons, plus Other, where the rep types a reason.

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Examples

The display stand hasn’t arrived, so the merchandiser taps Can’t Do and chooses a reason your admin set up for that task type. The visit checks out. In your task report, the task is Not Started with that reason, so you can see it wasn’t simply missed.
Before the training, their manager transfers the territory manager’s visits for those days to another rep. If visits were already missed, the rep cancels them with the reason “Training”, which the admin added, and the call compliance report filters that reason out.

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See Also

Last modified on October 26, 2026