Working in Dispatcher Workspace

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Working in Dispatcher Workspace

    Dispatcher Workspace is a configurable scheduling application designed to help ServiceNow customers efficiently route work to field service agents and monitor their performance. It is part of the CSM/FSM Configurable Workspace, which includes the Dispatcher Dashboard and Dispatcher Workspace. The Dispatcher Dashboard provides real-time operational data such as pending dispatch tasks, SLA breaches, agent status, and a dispatch map with visual indicators of agent and task locations.

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    Key Features

    • Scheduling and Dispatching: Enables scheduling and dispatching of work order tasks to field service agents.
    • Filtering and Personalization: Allows applying filters for task visibility and customizing task and agent cards with relevant information.
    • Task and Agent Management: Supports searching, flagging, auto-assigning, recording time, requesting information, and canceling work order tasks directly from the workspace and maps.
    • Agent Calendar Management: Agents and customer service staff can view and manage schedules, assignments, and personal events.
    • Geolocation Visualization: Displays agents and tasks on a dispatch map using geolocation data, aiding in real-time monitoring and route optimization.
    • Performance Monitoring: Provides metrics on technician performance and SLA compliance.
    • Route Optimization: Shows and optimizes agents' task routes on the dispatch map for efficient schedule management.
    • Workforce Optimization Integration: Integrates with Workforce Optimization for Field Service to view schedules and assign tasks.
    • Appointment and Crew Management: Facilitates managing customer appointments, creating and assigning crews, and adding ad hoc agents.
    • Intelligent Task Recommendations: Enhances agent utilization through smart task suggestions.

    Practical Benefits for ServiceNow Customers

    • Gain instant visibility into field service operations and agent statuses to improve dispatch decisions.
    • Manage work order tasks efficiently with real-time updates, auto-assignments, and flexibility to flag or cancel tasks.
    • Customize the workspace to surface the most relevant information, enhancing dispatcher productivity.
    • Optimize field service routes and schedules to reduce travel time and improve SLA compliance.
    • Leverage workforce and crew management features to coordinate team efforts and maximize resource utilization.
    • Use geolocation and dashboard insights for proactive and informed dispatching.

    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