Field Service Performance Analytics dashboard in the configurable workspace
Summarize
Summary of Field Service Performance Analytics Dashboard in Configurable Workspace
The Field Service Performance Analytics dashboard provides insights into daily and weekly progress regarding work orders and tasks relevant to your assignment groups. This tool is essential for monitoring and improving operational efficiency in field service management.
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Key Features
- Access Requirements: The dashboard requires the wmadmin role for installation and activation, and the wmdispatcher role to view performance metrics.
- Use Cases: Various organizational roles can utilize this dashboard, such as dispatchers who can assess agent productivity and task duration variances.
- Performance Indicators: Key metrics displayed include:
- 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 Task Duration
- Filter Options: Users can refine results using filters such as Assignment Group, State, Assigned To, and Priority.
Key Outcomes
By utilizing the Field Service Performance Analytics dashboard, customers can enhance visibility into work order performance, optimize resource allocation, and ultimately improve service delivery and customer satisfaction. The ability to analyze variances between planned and actual performance helps in making informed decisions and adjustments to operational strategies.
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. |