Field Service Performance Analytics dashboard in the configurable workspace
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_dispatcher 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
For examples of how different people in your organization would use this dashboard, see these
use cases.
| User | Dashboard use |
|---|---|
| Dispatcher | Measures overall agent productivity and agent utilization. Compares performance of agents across the assignment groups owned by the dispatcher. Measures variance from planned durations of tasks. |
Indicators
The Field Service Performance Analytics dashboard presents the following key
performance 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. |