Workforce Optimization for Field Service Manager Workspace dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Workforce Optimization for Field Service Manager Workspace dashboard

    The Workforce Optimization for Field Service Manager Workspace dashboard enables workspace managers to monitor and analyze their teams' work and organizational performance effectively. It provides real-time insights into task statuses, SLA compliance, and team productivity, helping managers stay informed about ongoing and pending tasks within their field service operations.

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    Key Features

    • Role and Access: Designed for workspace managers with the snwfofsm.manager role to analyze work order tasks, track SLA breaches, escalations, and tasks open longer than 30 days.
    • Dashboard Access: Accessible via All > Workspaces > Manager Workspace, offering a centralized interface for monitoring team activities.
    • Use Cases: Managers can monitor agents’ work, view critical reports, and analyze team performance over specific time periods.
    • Indicators Provided:
      • Open work orders count
      • Mean time to resolve work orders (average days)
      • Percentage of productive time for tasks with trend analysis
      • Agent utilization percentage with trend data
    • Breakdowns: Data can be segmented by assignment group and date range for focused analysis.
    • Data Visualizations: The dashboard offers a variety of visual tools including:
      • Single score metrics showing task SLA breaches, priority tasks, approval requests, active agent status, and more
      • Stacked bar charts and line charts illustrating closed work orders, weekly new vs closed work orders, planned vs actual task durations, and weekly variances
      • Donut charts displaying task distributions by assignment groups, pending status, active status, and closure status
      • Lists showing active tasks categorized by status

    Practical Benefits

    By leveraging this dashboard, ServiceNow customers can ensure better operational oversight, quickly identify bottlenecks and SLA issues, and optimize field service management through data-driven decisions. It supports proactive management of work order tasks and workforce utilization, ultimately improving service delivery and team efficiency.

    Monitor your teams' work and organizational performance using Workforce Optimization for Field Service. Stay on top of the status of the tasks your teams are working on at a given time.

    Dashboard showing active agent statuses and work order tasks filtered by priority and status.

    End user and roles

    End user and goal Required role
    As a workspace manager, you can do the following:
    • Analyze the work order tasks your team is currently working on or tasks that have not yet been assigned.
    • Monitor tasks with SLAs that have been breached, escalated, or not been open for 30 days.
    • Track a team's work, chats, and work assignments to analyze the performance of your whole organization.
    		 sn_wfo_fsm.manager

    Access the Manager Workspace dashboard

    To open the dashboard, navigate to All > Workspaces > Manager Workspace.

    Use cases

    User Dashboard use

    Manager

    Monitor the work of your agents when you start your day, view reports that need your attention, and navigate to the tasks on which you want to take action. Analyze the performance of a specific team for a desired time period.

    Indicators

    Manager Workspace offers the following indicators:
    Open work orders
    Displays the number of open work orders.
    Mean time to resolve work orders
    Displays the average number of days required to resolve work orders
    % Productive time for tasks
    Displays the percentage of productive time and how much it has increased or decreased for a specified period.
    % Agent utilization for tasks
    Displays the percentage of agent utilization and displays how much it has increased or decreased for a specified period.

    Breakdowns

    Manager Workspace includes the following breakdowns:
    • Assignment Group
    • Date Range

    Data visualizations

    Manager Workspace provides the following visualizations.
    Title Type Description

    Tasks by SLA

    		 Single Score

    Number of breached and cancelled tasks.
    Tasks by priority Single Score Number of critical and high priority tasks.
    Pending approval Single Score Number of approval requests and requests that are due today.
    Closed work orders Stacked bar chart Displays the work orders that were closed by agents.
    Weekly new vs. closed work orders Line and Stacked bar chart Displays the new and closed work orders that were assigned to the assignment group by week.
    Planned vs actual task duration Stacked bar chart Displays the planned duration for the job and the duration taken to finish.
    Weekly variance from total planned duration Line and Stacked bar chart Displays the weekly variance from the total planned duration.
    Active Agent Status Single Score Displays the number of agents and their statuses.
    Active Work order tasks Single Score Displays the number of active tasks and their statuses.
    Top assignment groups Donut Displays the number of active work order tasks and how many tasks each assignment group has.
    Pending tasks by status Donut Displays the number of pending tasks and a breakdown of pending tasks according to status, such as Draft and Pending Dispatch.
    Active Tasks by status Donut Displays the number of active tasks and a break down of active tasks according to status, such as Accepted, Assigned, and Work in Progress.
    Tasks by closure status Donut Displays the number of closed tasks and a breakdown of closed tasks according to status, such as Closed Incomplete, Closed Complete, and Cancelled.
    Tasks by status List Displays the list of active tasks by status.