Pre-Release Notes: Understanding Missed Clock-In, Missed Clock-Out, and Missed Visits

Overview

eCaring uses a simplified visit lifecycle based on what has happened to the visit itself. A visit can be:

Scheduled
In Progress
Completed
Cancelled
Missed

Other information—such as whether the caregiver missed a clock-in, the visit is verified, or the visit has been billed—is treated as an attribute of the visit instead of a separate visit status.

As part of this model, the former Overdue status is being retired. eCaring will instead display Missed Clock-In, Missed Clock-Out, or Missed Visit, depending on the visit’s timing and clock activity.

What each label means

Label displayed	What happened	Actual visit status
Scheduled	The visit has not started and its missed clock-in threshold has not been reached.	Scheduled
Missed Clock-In	The scheduled start time has passed and no clock-in has been received.	Scheduled
In Progress	A clock-in has been received and the visit has not yet been completed.	In Progress
Missed Clock-Out	A clock-in was received, but no clock-out was received after the actual clock-in time plus the scheduled visit duration.	In Progress
Missed Visit	The scheduled visit window has ended and no clock-in or clock-out was received.	Missed
Completed	The visit has the clock activity or approved documentation needed to complete it.	Completed
Cancellation reason	The visit was cancelled. In many portal views, eCaring displays the selected reason because it is more useful than the general label “Cancelled.”	Cancelled

How the labels change over time

When a caregiver has not clocked in

Before the scheduled start, the visit displays as Scheduled.
If no clock-in is received within one minute after the scheduled start, most areas of eCaring display Missed Clock-In.
During this period, the visit’s actual lifecycle status remains Scheduled.
If no clock activity is received and the scheduled end passes, the visit changes to Missed Visit.

If a valid mobile, manual, or IVR clock-in is later received before the visit becomes a final Missed Visit, the Missed Clock-In display is removed and the visit displays as In Progress.

When a caregiver has clocked in but not clocked out

After clock-in, the visit displays as In Progress.
eCaring calculates the expected clock-out threshold using the actual clock-in time plus the scheduled visit duration.
If no clock-out is received within one minute after that threshold, most areas of eCaring display Missed Clock-Out.
The visit’s actual lifecycle status remains In Progress until valid clock-out or other approved visit activity is recorded.
When a valid clock-out is received, the Missed Clock-Out display is removed and the visit can display as Completed.

Example: A visit is scheduled from 8:00–9:00 a.m., and the caregiver clocks in at 8:03 a.m. The scheduled duration is one hour, so the expected clock-out threshold is based on 9:03 a.m., not 9:00 a.m.

Special handling for Event services

Services with a Bill Unit type of Event may allow a caregiver to clock in later on the same calendar day.

The behavior depends on the agency’s Allow Same Day Clock In For Events setting:

Enabled: If there is no clock activity, the visit can remain Scheduled with a Missed Clock-In indicator through the rest of the calendar day. It becomes a Missed Visit at midnight entering the next calendar day.
Disabled: The visit follows the normal timing rule and becomes a Missed Visit after its scheduled end threshold passes.

This exception changes when an Event visit becomes a Missed Visit; it does not prevent the Missed Clock-In indicator from appearing after the scheduled start.

Where the new labels appear

The updated terminology will appear throughout eCaring, including:

Verification
Shift Details
Shift Monitor calendars and status filters
Client Schedule calendar and grid views
Staff Schedule calendar and grid views
Calendar legends and visit hover details
Payroll verification views

Related terminology is also being standardized:

Clocked In and Logged In become In Progress.
Long in Shift Monitor becomes Missed Clock-Out.
Overdue becomes Missed Clock-In while the visit is still Scheduled, or Missed Visit once the scheduled visit window has ended.

Why the Visits report may look different

The Reports > Visits module always reports the visit’s actual lifecycle status in the Status field. It does not replace that status with operational attributes.

For example:

What you see elsewhere in eCaring	What the Visits report shows in Status	Why
Missed Clock-In	Scheduled	The visit has not yet reached the end of its scheduled window.
Missed Clock-Out	In Progress	The visit has a clock-in but has not been completed.
Missed Visit	Missed Visit	The visit window ended without clock activity.
Client Declined Service	Cancelled	The portal may emphasize the cancellation reason, while the report preserves the actual status.

Changes to utilization information

While a visit remains a Missed Visit, its hours are not included in:

Staff Scheduled Hours or Total Hours
Staff Profile Weekly Hours
Client authorization utilization totals

Where applicable, eCaring shows Missed Visit Hours separately so the hours remain visible without being counted as delivered or scheduled utilization.

If the visit is later properly completed—for example, after approved manual documentation or delayed offline mobile activity is received—staff and authorization totals are recalculated based on the visit’s updated status.

When creating or editing an assignment, the conflict checker may also show Missed Visits from the current and prior week. These visits are excluded from current authorization utilization while missed, but they may affect authorization and billing if later completed.

What happens if clock activity arrives later?

Depending on the circumstances, a Missed Visit may be updated when eCaring receives valid activity:

A manual clock-in and clock-out can update the visit to Completed.
A delayed mobile sync containing both clock-in and clock-out can update the visit to Completed.
A clock-in without a clock-out can update the visit to In Progress and may later display Missed Clock-Out.
Moving the scheduled visit into the future returns it to Scheduled.
Cancelling the visit updates it to Cancelled and displays the applicable cancellation reason in most portal views.

Recap and Need to Know Items

Is Missed Clock-In a new visit status?

No. Missed Clock-In is an operational indicator displayed on a Scheduled visit. It tells the user that the visit has not started as expected.

Is Missed Clock-Out a new visit status?

No. Missed Clock-Out is an operational indicator displayed on an In Progress visit. It tells the user that no clock-out has been received by the expected threshold.

When does a visit actually become Missed?

For most visits, it becomes a Missed Visit after the scheduled end has passed without any clock activity. Event services may remain eligible for a same-day clock-in until midnight when the agency setting allows it.

Why does the Visits report show Scheduled when the schedule shows Missed Clock-In?

The schedule emphasizes the most useful operational indicator. The report preserves the actual visit status. Until the visit becomes In Progress, Completed, Cancelled, or Missed, its actual status remains Scheduled.

Are missed visit hours counted against an authorization?

Not while the visit remains Missed. Missed Visit Hours are shown separately and excluded from authorization utilization. If the visit is later completed, the utilization values are recalculated.

Do we need to change our workflows?

No required setup is expected for most agency users. Teams that monitor visits should become familiar with the new labels and remember that the Visits report shows actual statuses rather than UI attributes.