ML based NCNS Score

Introduction

HyperTrack has tracked over 100 million shifts, giving us an unparalleled dataset to understand workforce behavior. With this scale, we’re able to uncover predictive features that determine whether a worker will arrive on time. This going beyond the naive ETA approaches that only extrapolate from the last known location.

The features we use include:

• Dynamic travel patterns: remaining travel time and distance, plus how these evolve in real time
• Tracking quality: reliability and consistency of location signals
• Worker engagement: app permissions, session activity, and overall usage behavior
• Historical performance: patterns in past arrivals and attendance

For every shift that uses HyperTrack pre_shift tracking, our platform automatically generates a delayed_from_scheduled_at risk score. This risk score is powered by our machine learning model, which predicts the likelihood of on-time arrival.

Labeling ground truth data

The baseline on-time arrival model works out of the box. When you report the result of each shift, we use it to train a custom NCNS (No-Call, No-Show) model that adapts to the specific meaning of work in your context.

Report the result with the order status:

• The shift occurred: call complete on the order. Send the timesheets from your system.
• The shift did not occur as planned: call cancel on the order with a cancellation_reason, for example no_show.
• You learn the result later: send cancellation_reason with PATCH on a cancelled order, or cancel a completed order with a reason (not more than 7 days after the order was completed).

{
  "cancellation_reason": "no_show",
  "metadata": { "replacement_order_handle": "ORD-88213" }
}

See Report the shift result for all fields, examples, and errors.

Deprecated metadata labels

Before cancellation_reason, this guide told you to label the result of an order with the ht_* keys in the table below. These three keys are deprecated. Do not use them for new integrations. The holdout flag ht_no_show_holdout is not deprecated (see Control Group / Holdout Set).

PATCH replaces the full metadata object. If you still send these keys with PATCH, send your other metadata keys too.

Control Group / Holdout Set

This step is optional. You can mark orders for experimentation (e.g., control/holdout group). This flag is not deprecated. Send it in metadata on complete or cancel (merged), or with PATCH (replaces the full metadata object):

{
    "metadata": {
         "ht_no_show_holdout": true|false,
    }
}