Working in Dispatcher Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Working in Dispatcher Workspace

    Dispatcher Workspace is a configurable scheduling application designed to optimize the routing of work to field service agents while allowing for performance monitoring. It includes the Dispatcher Dashboard, which provides real-time insights into operations, highlighting critical tasks, agent statuses, and locations through a dispatch map.

    Show full answer Show less

    Key Features

    • Dispatcher Dashboard: Displays key statistics on dispatch tasks, SLAs, and agent schedules.
    • Task Management: Schedule and dispatch tasks, apply filters, and customize task cards for better visibility.
    • Agent Calendar Management: Allows agents to view and manage their work schedules and personal events.
    • Geolocation Data: View agents and tasks on a dispatch map, providing real-time location tracking.
    • Workforce Optimization: Utilize the Workforce Optimization for Field Service application to manage schedules and assignments effectively.
    • Intelligent Task Recommendations: Enhance agent productivity through automated task suggestions.
    • Soft Booking: Automatically transition tasks from Scheduled to Assigned to improve scheduling efficiency.

    Key Outcomes

    Using Dispatcher Workspace enables ServiceNow customers to efficiently manage field service operations, leading to improved task visibility, optimized agent schedules, and enhanced overall performance. Customers can expect better resource utilization, timely task management, and the ability to respond quickly to changing operational demands.

    Dispatcher Workspace is a configurable scheduling application that enables you to efficiently route work to field service agents and monitor their performance.

    The CSM/FSM Configurable Workspace contains the Dispatcher Dashboard and Dispatcher Workspace.
    • The Dispatcher Dashboard is the home page and displays the real-time data of the operations and performance of field service agents across their assignments in your organization such as.
      • Statistics on critical pending dispatch tasks and SLAs breached.
      • Field service agents who are behind the schedule.
      • Instant visibility into the agents' presence status such as On site, Off shift, On Route etc.
      • Dispatch map with the visual indicators for location of the field service agents and work order tasks.
    • The Dispatcher Workspace facilitates the following tasks:
      • Schedule and dispatch work order tasks.
      • Apply filters to manage task visibility.
      • Personalize task cards with customized information.
      • View schedules and availability of technicians.
      • Monitor performance metrics of technicians.
      • View the locations of tasks and agents on the dispatch map.
    The following table provides an overview of the dispatcher's tasks in the Dispatcher Workspace.
    Table 1. Dispatcher tasks
    Task Description
    Customize information on task cards and agent cards Customize the fields to appear on the task and agent cards in the Dispatcher Workspace.
    Flag a work order task Flag tasks that you want to work on at a later time.
    Search work order tasks Search the tasks in the Dispatcher Workspace task panel.
    Manage work order tasks Manage work order tasks from Dispatcher Workspace, Dispatch map, and Task map. Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task.
    Managing agent calendar Customer service agents and field service technicians can view and manage work schedules, assignments, and personal events in the agent calendar.
    Viewing agents and tasks in the Dispatcher Workspace map View tasks and agents in the field using geolocation data in the dispatch map.
    Viewing an agent's calendar View an agent's schedule, availability, personal events, and assigned or in-progress tasks
    Viewing an agent's calendar View SLA record for all the work order tasks that are associated with work orders that have SLAs.
    Show and optimize the agent task route in Dispatcher Workspace View an agent's scheduled task route on the dispatch map and optimizing task routes for efficient schedule and task management
    Use Workforce Optimization for Field Service View the agent's schedule and events from the Workforce Optimization for Field Service application and assign work order tasks accordingly.
    Managing appointments in Field Service Management Manage customer appointments from work order task forms
    Manage crew operations Create and manage crews, assign crews to work order tasks, and adding ad hoc agents to a crew
    Intelligent Task Recommendation Improve agent utilization through intelligent task recommendations
    Soft Booking Designing optimal scheduling solutions to automatically move work order tasks from Scheduled to Assigned state