Viewing agents and tasks in the Dispatcher Workspace map
Summarize
Summary of Viewing agents and tasks in the Dispatcher Workspace map
The Dispatcher Workspace map in ServiceNow Yokohama release enables dispatchers to track, manage, and analyze agent assignments and work order tasks using geolocation data. Located within the Dispatcher Dashboard and Workspace, the map provides a visual representation of tasks and agents in field locations, allowing for efficient task management and routing.
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Key Features
- Interactive map pins: Each pin represents a task or agent’s location and acts as a quick access point to the corresponding record shown in a contextual side panel with scheduling details.
- Map pin clusters: Pins close to each other group into clusters to keep the map clear; selecting a cluster zooms in to display individual markers.
- Task state visualization: Unique icons indicate the status of work order tasks, helping dispatchers prioritize work.
- Agent location logic: Agent pins show either the location of their latest closed or in-progress task, or their default user record location if no active tasks exist.
- Performance optimization: The map displays only tasks currently loaded on the calendar to avoid clutter; this setting can be adjusted to load more tasks if needed.
- Record limit and query refinement: The map can load up to 2,000 records; if exceeded, it prompts the user to refine queries to ensure complete data display.
Practical Application for ServiceNow Customers
Using the Dispatcher Workspace map, ServiceNow customers can efficiently manage field operations by visually monitoring where agents and tasks are located, understanding task statuses at a glance, and quickly accessing detailed task or agent records. The clustering and filtering capabilities improve map usability even in dense operational areas, while performance optimizations ensure smooth navigation. Customers can configure map settings to tailor the visibility of tasks and cluster labeling to their operational needs.
You can use the Dispatcher Workspace map to track, manage, and analyze agent assignments and work order tasks in specific locations. The map is found in the Dispatcher Dashboard and Dispatcher Workspace.
You can manage tasks and routing from the map, filter the view, and determine which agents are on time or behind schedule. The Dispatcher Workspace map uses geolocation data to display tasks and agents in field locations. When you select a map pin in the Dispatcher Workspace map, the record for that task or agent shows in the contextual side panel. The map pins serve as quick access points.
- The Dispatcher Workspace map view centers based on the map pin clusters. Map pin clusters group the map pins near one another into a single cluster. You can zoom in, zoom out, and view the map in full screen. Select the map cluster to zoom the map to show the map markers of work order tasks and agents.
- Map pins in the Dispatcher Workspace map mark the location of tasks and agents in the dispatcher's area. The icons serve as access points to corresponding records. Unique task pins are displayed based on the state of the work order task.
- Map pins corresponding to a single task or agent show in the contextual side panel with scheduling information.
- The map shows individual markers, not every task on the map. This is important because multiple tasks or agents might be at a single location, but only indicated by a single map marker.
- In order to optimize performance, the map only renders current tasks that are loaded on the calendar, not every single task that’s available. You can change this setting so that more tasks are loaded on the page, which will cause more markers to show on the map. For more information, see Determine the tasks to appear in the task panel.
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If you want to change each cluster to show the total count of tasks and agents, see the sn_fsm_disp_wrkspc.dispatcher_workspace.cluster_label property here: Configure the appearance of the map in Dispatcher Workspace.
- If an agent has a closed task today or a work in progress task, then the map pin shows the agent at the task location of whichever is latest: the task work end time for a closed task, or task work start time for a work in progress task. Otherwise, the map pin will show the agent's location in user record (the default location).