Agent work and schedule status
Summarize
Summary of Agent Work and Schedule Status
This content provides insights into how to monitor and evaluate the work and schedule status of Field Service agents as they perform their tasks. Understanding these statuses is crucial for efficient task management and operational oversight within ServiceNow.
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Key Features
- Work Status: The system automatically updates an agent's work status based on their task actions. Possible statuses include:
- On route
- On site
- Off shift
- Schedule Status: The agent's schedule can be monitored to determine their punctuality, with statuses like:
- Ahead of schedule
- On time
- Behind schedule (various time frames)
- Configuration Options: Users can display both work and schedule status fields in user records by navigating to User Administration > Users and adjusting the forms accordingly.
Key Outcomes
By effectively utilizing the work and schedule status features, ServiceNow customers can achieve better visibility into agent operations, enabling timely interventions and enhanced service delivery. Agents' statuses are updated in real-time, providing accurate information for dispatch and resource allocation decisions.
View an agent's work status and schedule status as they complete their tasks.
Work status
To evaluate the agent's work status, the system checks the action that the agent takes when updating a task and interprets it as a status.
- On route
- On site
- Off shift
For example, when the agent starts travel to a task, the system considers the agent's status as On route. When the agent starts to work on a task, the agent's status is updated to On site. When an agent closes or cancels a task, the agent's status is updated to None in preparation for travel to the next task.
Off shift agent status indicates that the Field Service agent doesn't have any assigned tasks scheduled for the day.
You can view an agent's work status in the contextual side panel when you select the agent's pin on the map or in their record. To display agent work status in the user record, navigate to and configure the User form to show the Work agent status field. This action puts the status field on all user records.
Schedule status
When you select an agent pin in the dispatch map, the agent profile appears. If a location shows more than one agent, you can select an agent to display their profile. You can view the status of the agent's schedule, which could be any of the following:
- Ahead of schedule
- On time
- Behind schedule, less than 30 minutes
- Behind schedule, between 30 to 60 minutes
- Behind schedule, more that an hour
To display the agent schedule status in the user lists and records, navigate to and configure the User list and form to show the On schedule field. This action puts the schedule status field on all user records.
A Field Service Agent’s schedule status is determined when the agent selects start travel on the Mobile Agent Application. The Field Service Agent’s schedule status table shows what the agent status is based on when they select start travel.
| Agent status | When start travel was selected |
|---|---|
| Ahead of schedule | 20 minutes before the scheduled start travel time |
| On time | Within three minutes of the scheduled start travel time |
| Behind schedule, less than 30 minutes | 20 minutes after the scheduled start travel time |
| Behind schedule, between 30 to 60 minutes | 40 minutes after the scheduled start travel time |
| Behind schedule, more that an hour | 70 minutes after the scheduled start travel time |