Contractor dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Contractor dashboard

    The Contractor dashboard in the Yokohama release enables ServiceNow customers to monitor and review the status of work order tasks, agents, agent feedback, and appointments related to contractor companies. It is designed primarily for internal managers who need visibility into contractor performance and task progress.

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    Access to this dashboard requires the wmcontractormanagerint role, which allows tracking of work orders and agent activities within contractor companies.

    Key Features

    • Interactive Data Visualizations: The dashboard provides multiple visual summaries and charts that represent essential contractor metrics:
      • Non Compliant Appointments: Counts appointments that did not start on time.
      • Task SLA Breach Status: Shows tasks that have breached their service level agreements using a semi donut chart.
      • Closed Complete Tasks: Displays the number of work order tasks closed by agents.
      • Agents: Counts the total agents linked to the contractor company.
      • Task Rejections: Indicates the number of tasks rejected by the contractor manager.
      • Average Agent Rating: Provides the average performance rating of all agents in the contractor company.
      • Work Distribution by Work Type: Pie chart showing the percentage breakdown of tasks by type, such as install or break fix.
      • Work Distribution by State: Pie chart illustrating the real-time status distribution of tasks, like Assigned or Work in Progress.
    • Interactive Filtering: Users can filter dashboard data by:
      • Contractor: Select a specific contractor company or view all.
      • Date Range: Choose a custom or predefined date range (e.g., last 30 days) to focus on relevant time periods.
    • Drill-Down Capability: Clicking on any chart area reveals the corresponding detailed records for deeper analysis.

    Key Outcomes

    Using the Contractor dashboard, internal managers can efficiently monitor contractor performance metrics such as task progress, agent effectiveness, and compliance with SLAs. This visibility supports informed decision-making, timely interventions, and improved management of contractor engagements. The dashboard’s interactive elements allow quick access to detailed data, enhancing operational oversight and accountability.

    Use this dashboard to review the status of work order tasks, agents, agent feedback, and appointments of contractor companies.

    Contractor dashboard with graphical representations organized by work type and state. For the text description, refer to the table in the Reports section.

    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.

    Use cases

    The following use case provides an example of how an internal manager would use this dashboard.
    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 SLA Breach Status Semi Donut [Task_sla] Data work order tasks that have breached the task SLA.
    Closed Complete 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.
    Task Rejections Single Score [wm_task_rejection] Number of work order tasks rejected by the contractor manager.
    Average Agent Rating Single Score [wm_agent_rating] Average rating of all the agents in the company.
    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 Filter type UI control type Description
    Contractor Reference Select Single Input Filter the report results based on a selected contractor company or all.
    Date Range Date Select Single Input Filter the report results based on the selected date range, such as last 30 days.