Android

Android phones having an OS > 5.1 (Lollipop) will support Assist.

Better/newer smartphones (Android) will support Assist as well, with increased camera resolution capabilities (as supported by the phone/tablet) in recording photos/videos as well as viewing content (images, videos, text etc).

Please note that Assist works on Android tablets as well.

Field Technicians using Assist on A3 smartglasses, Android smartphones/tablets or iOS phones/iPad

1. Open the Assist app on your device.
2. If you are installing the app for the first time, grant permissions to allow Assist to use
   1. your camera
   2. record audio
   3. access media and
   4. access the device's location.
3. Following that, you can choose to log in using the credentials provided and also enter a username of your choice to complete the process of logging in (you can choose to leave this prefilled, it will take the first part of your email address, by default)

1. You can also choose to go to the "settings" by clicking on the gear icon on the top right corner. Inside the application settings, you will see several tabs that will enable you to perform a multitude of actions:

   1. Account - this allows you to log out, if necessary
   2. Audio - this allow you to change audio settings, adjust echo cancellation, set the connection audio output device that you wish to use, etc
   3. Server - this allows you to set the URLs and ports that you need to use for communication. Ideally, you do not need to make any changes here. However, if you are using Assist as an on-premise solution, we will help you with the right values you need to enter here. Once these values are saved, they do not need to be entered into the app again.
   4. Appearance - this allows a user to switch between a "light" theme and a "dark" theme while navigating through the various pages inside the app (up until the point that you enter a job)
   5. Logging - this is a work in progress and will allow a user to submit a crash log to our technical support team at the click of a button from inside the app itself
   6. Support - this tabs shows you the version of the app that you are using and also enabled you to clear app settings (which will prompt you to restart the app)

   

   

   

   

   1. As a technician, when you log in, you will see three main tabs that you can potentially click on

      1. "Calls" - this allows you to connect with a remote expert or any other user WITHIN your organization (from the list that you see on the page) and discuss the task at hand with him. You can also use the "search" functionality to find a user of your choice.

         1. If he/she/they is/are ONLINE, you see that as their status against their name and can click on their name to call them.
         2. If they are IN SESSION, they are already in a call with another user. You can choose to call them and connect on a 3-way call or wait until their status shows "online" again.
         3. They can also be OFFLINE, in which case you will not be be able to connect with them.

         

      2. "Jobs"

         1. This is where a field technician must click to performs jobs or SOPs. On clicking the "Jobs" tab, a technician can see all the jobs assigned to him.
         2. Jobs can be "New Jobs" (those that are upcoming or current) or "Completed." Jobs that are completed cannot be clicked on.
         3. However, clicking on a new job, takes you the job card screen where content for that job gets downloaded. You also see other key components linked to a job, such as whether or not it is linked to a conditional procedure (explained below), the tools essential for it, the machine and the machine parts associated with it, the remote experts you can contact within this job in case of any issues, etc.

      

      c. “Procedures” - this is where a field technician can see SOPs that are available for him. He/she/they can click a procedure and proceed to perform the SOP as a job. Procedures can be simple, sequential procedures or conditional, chat-based procedures - both of which are explained below.

      

      1. Self Assist and Remote Assist
         1. Self-Assist is the part that a user can do by himself, even without an internet connection, if required. He can perform jobs/SOPs assigned to him and when he is within range of an internet connection, data that he may have recorded (videos, images, text etc) get synced to the cloud.
         2. Remote-Assist requires an active internet connection. This is when a field technician can choose to get in touch with a remote expert via Assist over a call (both audio and video are supported) so that the expert can help answer any queries that the technician may have.

   2. Performing Jobs

      1. Jobs based on Sequential Procedures
         1. Upon entering a job, you can see several steps associated with it. At the top of the page, there is an instruction. This instruction is the part of the job that contains several steps. The job, in turn, can contain several instructions. When a user navigates from one instruction to the next one, basic information to identify this instruction is displayed.
         2. You can click on the "play" button at the left to record the job. Upon doing so, you get the option to use your camera to record the job or to upload media when you are putting in information for notes for the various steps inside the job.
         3. If you choose to attach videos/images to a step, you can do so while taking notes for the step (a small exclamation mark icon shows up against the step and allows you to do so). Note that only three images and one video can be attached to a step at any given point.
         4. You can navigate through the various steps by using the arrow keys on either side of the step text. You can also use the downward arrow on the top right corner of the step to minimize it.
         5. Tools and/or machine parts associated with this step in the job can be viewed by clicking the requisite icon (on either side of the screen)
         6. Navigating through the steps allow a user to see media that may be associated with the job. This includes PDFs, images, videos (which can be played and paused) and 3D objects (which can be rotated and scaled).
         7. If a webhook has been set up for any particular step at the time of creation of the SOP (in the CMS dashboard), it will get triggered within the app when the user performs that particular step. The webhook will ask him to take a picture (for AI analysis or OCR) or enter some values (so that it can compare if the values are within an expected range or match an expected value, as the case may be). Information analysis through webhooks happens real-time and aids technicians know status/progress of the SOP they are working on while they work on it.
         8. Upon completion of all steps, browsing along with recording notes for each step, a user can choose to "submit" the job by attaching one final image and text to state that he has completed the job.
         9. When he does so, he is taken to the home page of the app again, with a notification on the top right corner showing him that data is being synced to the cloud. If he has performed the job offline, he is expected to open the app when within an internet network, so that data that he has captured can be pushed to the cloud.
         10. This data can be viewed in the web dashboard or via email (with a PDF attachment). Setting up an email recipient can be done at the time of creation of the job but "job logs" (as they are called) can be viewed on the dashboard at any point.
         11. It is important to note that when a job has been completed, its status changes to "Completed" thus indicating that it is done and cannot be performed again. The job can be seen on the app in the "Completed" section. Job logs for this job can still be accessed on the dashboard (view only).
      2. Jobs based on Conditional Procedures
         1. The best way to perform a job that is based on a conditional flow is to look for the SOP that the job pertains to from the “procedures” tab.
         2. When you click on the procedure of your interest (conditional procedures are shown with an orange icon against them where as sequential procedures do not have this icon), a job gets created on the app for that procedure.
         3. You can then proceed to perform the steps in the job based on what the interface on the app shows you. This interface has been designed as a chat-like interface where all actions and instructions are show as chat messages (as if they are being relayed to you by a chat bot)
         4. If a webhook has been set up for any particular step at the time of creation of the SOP (in the CMS dashboard), it will get triggered within the app when the user performs that particular step. The webhook will ask him to take a picture (for AI analysis or OCR) or enter some values (so that it can compare if the values are within an expected range or match an expected value, as the case may be). Information analysis through webhooks happens real-time and aids technicians know status/progress of the SOP they are working on while they work on it.
         5. Upon completion of all steps, the user is notified that the job has been completed and a job log report has been generated for this job.
         6. Data for the job log can be viewed in the web dashboard or via email (with a PDF attachment).
         7. It is important to note that when a job has been completed, its status changes to "Completed" thus indicating that it is done and cannot be performed again. The job can be seen on the app in the "Completed" section. Job logs for this job can still be accessed on the dashboard (view only).

   3. Note: If the app closes or crashes mid-job, a technician can continue to do the job by re-opening the app and choosing to “resume” the job, without the fear of it being marked as done (since he was mid-way through performing the job and it was not actually completed in entirety).

   4. Remote Assistance

      1. When a field technician is using the Assist application (either inside a job or outside of it), he can choose to get in touch with a remote expert. The remote expert can take his live feed, request for a snapshot and even share his own screen to explain details of a solution to the technician. Further, he can mark annotations on the live feed (which are live as well), thus allowing the technician freedom of movement within certain limits, while still maintaining the marking made by the expert. In addition to live tracking, an expert can perform regular annotations on the information (video or image) shared to him. More information about live annotations, regular annotations, video feed and snapshot sharing and screen sharing are available in the documentation for the app used by the Remote Expert.
      2. A field technician can also check statistics like packet loss, connectivity strength, latency etc by clicking on the (i) icon on the top right.
      3. While a remote expert ONLY has the ability to performing live-tracking-based annotations on a technician's live feed, both the technician and the expert can make (static) annotations on the screen which has been shared in a colour and shape of their choice - with the other user seeing the annotations (live or otherwise) made by this user.
      4. Features like muting oneself and leaving a call are self-explanatory and work as intended.

   5. The key differences between jobs based on conditional procedures and sequential jobs are:

   	Sequential Job	Conditional Job
   tools, machine parts associated with the job	✅	❌
   viewing of a job before actually performing it	✅	❌
   recording a job while performing it (when recording, you cannot attach photos, videos and text as part of the steps for that job)	✅	❌
   webhooks (AI, OCR)	✅	✅
   adding an email to whom the job log can be sent to after the job is completed by the technician (can be done from the dashboard only)	✅	❌