Field Service Platform Analytics dashboard
Summarize
Summary of Field Service Platform Analytics Dashboard
The Field Service Platform Analytics dashboard provides insights into the daily and weekly progress of work orders and tasks assigned to your teams. It requires specific roles within the ServiceNow AI Platform for installation, activation, and access.
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Key Features
- Required Roles:
- wmadmin: For installation and activation.
- wmmanager: To view performance metrics.
- Dashboard Navigation: Access the dashboard via Field Service > Performance Analytics.
- Use Cases:
- Field Service Manager: Assess overall productivity and agent utilization, compare agent performance, and measure task duration variances.
- Key Performance Indicators:
- Open Work Orders: Total work orders not yet closed.
- Mean Time to Resolve: Average resolution time for work orders.
- % Productive Time: Hours agents worked on tasks in the last 60 days.
- % Agent Utilization: Agents assigned to tasks in the last 60 days.
- Closed Work Orders: Total work orders that are closed.
- Weekly New vs Closed Work Orders: Comparison of new and closed work orders each week.
- Planned vs Actual Duration: Comparison of planned hours for tasks against actual time taken.
- Weekly Variance: Difference in hours between planned and actual task durations for the week.
- Filters:
- Assignment Group: Filter results based on the selected assignment group through a reference input.
Key Outcomes
Utilizing the Field Service Performance Analytics dashboard enables ServiceNow customers to effectively monitor and improve work order management, enhance agent performance, and ensure efficient task resolution within their teams. This translates to better resource allocation and improved service delivery outcomes.
The Field Service Platform Analytics dashboard displays the daily and weekly progress of work orders and work order tasks for your assignment groups.
Required ServiceNow AI Platform roles
- wm_admin to Install and activate this Analytics and Reporting Solution.
- The wm_manager role is needed to view the performance of work orders and work order tasks.
Access the Field Service Performance Analytics dashboard
To open the dashboard, navigate to .
Use cases
| User | Dashboard use |
|---|---|
Field Service Manager |
Measures overall agent productivity and agent utilization. Compares performance of agents within the assignment group. Measures variance from planned durations of tasks. |
Indicators
- Open work orders
- Number of work orders that are not yet closed.
- Mean time to resolve work orders
- The average time taken to resolve work orders.
- % Productive time for work order tasks
- Number of hours agents spent working on the tasks in the last 60 days.
- % Agent utilization for work order tasks
- Number of agents assigned to work on the tasks in the last 60 days.
- Closed work orders
- Number of work orders in the closed state.
- Weekly new work orders vs closed work orders
- Comparison of total number of work order open in a week, and the number of work order closed in that week
- Planned vs Actual duration for work order tasks (hours)
- Comparison of total planned hours, for work order tasks and actual time taken to resolve work order tasks by agents.
- Weekly Variance from planned work order task duration
- Difference in hours between the planned duration and actual time taken to complete the work order tasks in a week.
Breakdowns
- Assignment Group
- State
- Assigned To
- Priority
Filters
| Name | Type | UI control type | Description |
|---|---|---|---|
Assignment Group |
Reference |
Select Single Input | Filter the work order tasks indicator results based on the selected assignment group. |