Field Service Platform Analytics dashboard
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Summary of Field Service Platform Analytics dashboard
The Field Service Platform Analytics dashboard in ServiceNow provides daily and weekly insights into the progress of work orders and work order tasks for assignment groups. It enables organizations to monitor and analyze agent productivity, utilization, and task performance to optimize field service operations.
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Access and Roles
- wmadmin: Required to install and activate the Analytics and Reporting Solution.
- wmmanager: Required to view work order and work order task performance on the dashboard.
Access the dashboard via Field Service > Performance Analytics in ServiceNow.
Key Features
- User Role: Primarily designed for Field Service Managers to measure overall agent productivity, utilization, and task duration variances.
- Performance Indicators:
- Open work orders: Count of work orders not yet closed.
- Mean time to resolve work orders: Average resolution time.
- % Productive time for work order tasks: Hours agents spent on tasks over the last 60 days.
- % Agent utilization for work order tasks: Number of agents assigned in the last 60 days.
- Closed work orders: Count of work orders marked closed.
- Weekly new vs. closed work orders: Comparison of opened and closed work orders per week.
- Planned vs. Actual duration for work order tasks: Comparison of planned hours versus actual time spent.
- Weekly variance from planned task duration: Difference between planned and actual task completion times weekly.
- Breakdowns: Data can be segmented by Assignment Group, State, Assigned To, and Priority for granular analysis.
- Filters: The dashboard supports filtering by Assignment Group using a single input selector to focus analytics on specific teams.
Practical Benefits
ServiceNow customers can leverage this dashboard to:
- Gain real-time visibility into work order progress and agent performance.
- Identify variances between planned and actual task durations to improve scheduling accuracy.
- Compare productivity across different assignment groups and agents to optimize resource allocation.
- Monitor weekly trends in work order creation and completion to manage workloads effectively.
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_manager 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
For examples of how different people in your organization would use this dashboard, see these
use cases.
| User | Dashboard use |
|---|---|
Field Service Manager |
Measures overall agent productivity and agent utilization. Compares performance of agents within the assignment group. Measures variance from planned durations of tasks. |
Indicators
The Field Service Performance Analytics dashboard presents the following key
performance 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. |