Field Service Territory Performance Analytics dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Field Service Territory Performance Analytics dashboard

    The Field Service Territory Performance Analytics dashboard provides ServiceNow customers with a comprehensive view of key performance metrics related to field service territories. It enables users to analyze open work order tasks, agent utilization, average travel time, and other critical data across different territories to optimize resource allocation and operational efficiency.

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    Access to this dashboard requires the wmadmin role, which is necessary for managing work orders. The dashboard can be accessed through the navigation path: Workspaces > Platform Analytics Workspace > Dashboards > Field Service Territory Performance Analytics.

    Key Features

    • Performance Metrics Visualizations: The dashboard features multiple single score visualizations sourced from the wmtask table, including:
      • Open Work Order Tasks: Displays the count of open tasks.
      • Mean Time to Resolve Work Order Tasks: Shows the average closing time.
      • % Productive Time for Work Order Tasks: Measures hours agents spent on tasks in the last 60 days.
      • % Agent Utilization for Work Order Tasks: Indicates the number of agents assigned in the last 60 days.
      • Average Travel Time for Work Order Tasks: Presents average travel time by territory.
      • Total Work Order Tasks (WOT) per Territory: Counts tasks per territory.
    • Filtering Options: Users can filter dashboard data by:
      • Territory (multi-select reference filter) to focus on specific territories.
      • Date (single-select date filter) to analyze data for particular timeframes.
    • Role-based Use Cases:
      • FSM Territory Planners: Can create new territories and analyze usage to optimize field service resource allocation.
      • FSM Territory Managers: Can manage territories, create child territories, and leverage dashboard insights to improve resource distribution and operational decisions.

    Key Outcomes

    • Provides actionable insights to better allocate field service resources across territories.
    • Enables monitoring of agent productivity and travel efficiency, supporting operational improvements.
    • Facilitates informed decision-making for territory creation and management based on data-driven analysis.

    Use this dashboard to view and analyze performance analytics such as open work order tasks, agent utilization on work order tasks, and average travel time across territories.

    Field Service Performance Analytics dashboard showing work order and work order task information with tiles containing line graphs.

    Required ServiceNow AI Platform roles

    The wm_admin role is needed to manage work orders.

    Access the Field Service Territory Performance Analytics dashboard

    To open the dashboard, navigate to Workspaces > Platform Analytics Workspace > Dashboards > Field Service Territory Performance Analytics.

    Use cases

    For examples of how different people in your organization would use this dashboard, see the following use cases.
    Table 1. Examples of how the field service territory performance analytics dashboard is used
    User Dashboard use
    FSM Territory Planner Can create new territories and see how the territories are being used for better allocation of field service resources and take actions based on the data shown.
    FSM Territory Manager

    Can manage territories, create new child territories and see how the territories are being used for better allocation of field service resources and take actions based on the data shown.

    Data visualizations

    Table 2. Territory performance analytics visualization options
    Title Type Source table Description
    Open Work Order Tasks Single Score [wm_task] Number of open work order tasks.
    Mean Time to resolve work order tasks Single Score [wm_task] Average Closing time of work.
    % Productive time for Work Order Tasks Single Score [wm_task] Number of hours agents spent working on the tasks in the last 60 days.
    % Agent utilization for work order tasks Single Score [wm_task] Number of agents assigned to work on the tasks in the last 60 days.
    Average Travel Time for Work order tasks order tasks shown territory wise Single Score [wm_task] Average Travel time for work order tasks shown territory wise.
    Total WOT per Territory Single Score [wm_task] Number of Work Order Tasks per territory.

    Filters

    Table 3. Territory performance analytics report filter options
    Name Filter type UI control type Description
    Territory Reference Multi select Input Filter the report results based on a selected territory.
    Date Date Single select date Filter the report based on the selected date.