Field Service Performance Analytics dashboard in the configurable workspace
Summarize
Summary of Field Service Performance Analytics Dashboard in the Configurable Workspace
The Field Service Performance Analytics dashboard allows ServiceNow customers to track and analyze the daily and weekly progress of work orders and tasks within their assignment groups. It is crucial for monitoring performance metrics, enhancing productivity, and facilitating effective decision-making in field service operations.
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Key Features
- Access Requirements: Users need the wmadmin role to install and activate the dashboard, while the wmdispatcher role is necessary to view work order performance.
- Dashboard Navigation: Access the dashboard via the path: All > Field Service > Performance Analytics.
- Key Performance Indicators (KPIs):
- Open work orders
- Mean time to resolve work orders
- % Productive time for work order tasks
- % Agent utilization for work order tasks
- Closed work orders
- Weekly new vs. closed work orders
- Planned vs. actual duration for work order tasks
- Weekly variance from planned work order task duration
- Use Cases: Primarily for dispatchers to measure productivity, compare performance across agents, and track task completion against planned durations.
- Filter Options: Users can filter results by assignment group, state, assigned agent, and priority, allowing for tailored data analysis.
Key Outcomes
By utilizing the Field Service Performance Analytics dashboard, ServiceNow customers can expect improved visibility into field service operations, enhanced productivity through monitoring of agent performance, and better resource allocation based on real-time analytics. This leads to more efficient work order management and a stronger alignment with operational goals.
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
| 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
- 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. |