Contractor dashboard in the configurable workspace

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Contractor dashboard in the configurable workspace

    The Contractor dashboard in the configurable workspace provides ServiceNow customers with a centralized view to monitor and analyze work order tasks, agent performance, and work distribution for contractor companies. It is designed to help internal managers and dispatchers efficiently track progress, identify issues, and optimize contractor-related operations.

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    Key Features

    • Role-Based Access:
      • wmcontractormanagerint role allows tracking of work orders and agent status for contractors.
      • wmdispatcher role permits viewing of work orders.
    • Dashboard Access: Accessible via Field Service > Workspaces > CSM/FSM Configurable Workspace.
    • Interactive Data Visualizations:
      • Non Compliant Appointments: Counts appointments not started on time.
      • Task Rejects: Displays the number of work order tasks rejected by contractor managers.
      • Closed Completed Tasks: Tracks work order tasks that agents have closed.
      • Agents: Shows the total number of agents linked to a contractor company.
      • Average Agent Rating: Provides an average rating for all agents in the contractor company.
      • Task SLA Breached: Visualizes tasks that have breached their SLA via a semi-donut chart.
      • Work Distribution by Type: Pie chart showing percentage breakdown of tasks by work type (e.g., install, break fix).
      • Work Distribution by State: Pie chart showing current status distribution of tasks (e.g., Assigned, Work in Progress).
    • Filters to Customize Views:
      • Contractor filter to focus on a specific contractor company or all companies.
      • Date range filter to view data over a specific timeframe, such as the last 30 days.

    Use Cases

    Internal managers can use the dashboard to review work order task progress and agent feedback by contractor company and date range. The dashboard supports drilling down into charts to see specific records, enabling detailed analysis and informed decision-making.

    Use this dashboard to review the status of work order tasks, agent rating, and work distribution by type and state.

    Field Service Contractor dashboard displaying work order task information, average agent rating, and non-compliant appointments. Additionally, graphical representations of work distribution by work type and state are displayed.

    Required ServiceNow AI Platform roles

    • The wm_contractor_manager_int role is needed to track the status of work orders and agents from the contractor companies.
    • The wm_dispatcher role is needed to view work orders.

    Access the contractor dashboard in the configurable workspace

    To open the dashboard, navigate to Field Service > Workspaces > CSM/FSM Configurable Workspace.

    Use cases

    For examples of how different people in your organization would use this dashboard, see these use cases.
    Table 1. Use case scenarios for Contractor dashboard
    User Dashboard use
    Internal Manager Reviews the work order task progress and agent feedback results based on the selected contractor company and date range.

    Click any area of a chart to see the corresponding records.

    Data visualizations

    Table 2. Overview of data visualizations on the Contractor dashboard
    Title Type Source table Description
    Non compliant appointments Single Score [wm_task] Number of appointments not started on time.
    Task rejects Single Score [wm_task_rejection] Number of work order tasks rejected by the contractor manager.
    Close completed tasks Single Score [wm_task] Number of work order tasks closed by agents.
    Agents Single Score [sys_user] Number of agents associated with the contractor company.
    Average Agent Rating Single Score [wm_agent_rating] Average rating of all the agents in the company.
    Task SLA breached Semi Donut [task_SLA] Data work order tasks that have breached the task SLA.
    Work distribution by work type Pie [wm_task} Percentage of work order tasks divided based on the type of work, such as install, break fix, and so on.
    Work distribution by state Pie [wm_task] Percentage of work order tasks divided based on their real-time status, such as Assigned, Work in Progress, and so on.

    Filters

    Table 3. Filter options on the Contractor dashboard
    Name Type Description
    Contractor Reference Filter the report results based on a selected contractor company or all.
    Date Range Date Filter the report results based on the selected date range, such as last 30 days.