Field Service Territory Performance Analytics dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Field Service Territory Performance Analytics dashboard

    The Field Service Territory Performance Analytics dashboard enables ServiceNow customers to monitor and analyze key performance metrics related to field service territories. It provides insights into open work order tasks, agent utilization, average travel time, and other critical data points across different territories. This dashboard helps improve resource allocation and operational efficiency within field service management.

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    Access to this dashboard requires the wmadmin role to manage work orders. Users can open the dashboard by navigating to Workspaces > Platform Analytics Workspace > Dashboards > Field Service Territory Performance Analytics.

    Key Features

    • Performance Metrics: View single score visualizations such as the number of open work order tasks, mean time to resolve tasks, productive time spent by agents, agent utilization, average travel time per territory, and total work order tasks per territory.
    • User Roles and Use Cases:
      • FSM Territory Planner: Creates territories and monitors their usage to optimize resource allocation.
      • FSM Territory Manager: Manages territories, including creating child territories, and leverages performance data to make informed decisions.
    • Filters: Customize analytics reports by selecting specific territories (multi-select reference filter) and filtering results by date to focus on relevant time periods.

    Practical Benefits

    By using this dashboard, ServiceNow customers can:

    • Gain actionable visibility into territory-specific field service operations.
    • Optimize assignment and utilization of agents based on performance data.
    • Identify delays or inefficiencies, such as excessive travel time or unresolved work orders.
    • Make data-driven decisions to improve service delivery and resource planning.

    Use this dashboard to view and analyze performance analytics such as open work order tasks, agent utilization on work order tasks, and average travel time across territories.

    Field Service Performance Analytics dashboard showing work order and work order task information with tiles containing line graphs.

    Required ServiceNow AI Platform roles

    The wm_admin role is needed to manage work orders.

    Access the Field Service Territory Performance Analytics dashboard

    To open the dashboard, navigate to Workspaces > Platform Analytics Workspace > Dashboards > Field Service Territory Performance Analytics.

    Use cases

    For examples of how different people in your organization would use this dashboard, see the following use cases.
    Table 1. Examples of how the field service territory performance analytics dashboard is used
    User Dashboard use
    FSM Territory Planner Can create new territories and see how the territories are being used for better allocation of field service resources and take actions based on the data shown.
    FSM Territory Manager

    Can manage territories, create new child territories and see how the territories are being used for better allocation of field service resources and take actions based on the data shown.

    Data visualizations

    Table 2. Territory performance analytics visualization options
    Title Type Source table Description
    Open Work Order Tasks Single Score [wm_task] Number of open work order tasks.
    Mean Time to resolve work order tasks Single Score [wm_task] Average Closing time of work.
    % Productive time for Work Order Tasks Single Score [wm_task] Number of hours agents spent working on the tasks in the last 60 days.
    % Agent utilization for work order tasks Single Score [wm_task] Number of agents assigned to work on the tasks in the last 60 days.
    Average Travel Time for Work order tasks order tasks shown territory wise Single Score [wm_task] Average Travel time for work order tasks shown territory wise.
    Total WOT per Territory Single Score [wm_task] Number of Work Order Tasks per territory.

    Filters

    Table 3. Territory performance analytics report filter options
    Name Filter type UI control type Description
    Territory Reference Multi select Input Filter the report results based on a selected territory.
    Date Date Single select date Filter the report based on the selected date.