Agent work and schedule status
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Summary of Agent Work and Schedule Status
This feature enables ServiceNow customers to monitor Field Service agents’ current work and schedule statuses in real time as they complete their assigned tasks. Understanding these statuses helps optimize dispatching, track agent progress, and manage daily workloads efficiently.
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Work Status
The system determines an agent’s work status based on their task-related actions:
- On route: When the agent starts traveling to a task.
- On site: When the agent begins working on a task.
- None: When the agent closes or cancels a task, preparing for the next assignment.
- Off shift: When the agent has no tasks scheduled for the day.
Customers can view an agent’s work status via the dispatch map’s contextual side panel by clicking the agent’s pin or in the agent’s user record. To enable viewing in user records, configure the User form in User Administration to display the Work agent status field.
Schedule Status
Schedule status reflects how an agent’s travel timing compares to their assigned schedule. Possible statuses include:
- Ahead of schedule
- On time
- Behind schedule, less than 30 minutes
- Behind schedule, between 30 to 60 minutes
- Behind schedule, more than an hour
These statuses appear when selecting an agent pin on the dispatch map and can also be added to user lists and records by configuring the User list and form to show the On schedule field.
Schedule status is determined when the agent selects “start travel” in the Mobile Agent Application, based on their actual start travel time compared to the scheduled start travel time:
- Ahead of schedule: Starting travel 20 minutes before scheduled time.
- On time: Within 3 minutes of the scheduled start time.
- Behind schedule, less than 30 minutes: 20 minutes after scheduled time.
- Behind schedule, between 30 to 60 minutes: 40 minutes after scheduled time.
- Behind schedule, more than an hour: 70 minutes after scheduled time.
Practical Use for ServiceNow Customers
By leveraging these work and schedule statuses, you can:
- Gain real-time visibility into agent whereabouts and task progress.
- Improve dispatch decisions based on current agent availability and punctuality.
- Monitor adherence to schedules and identify delays promptly.
- Configure user records to include these statuses for easier management and reporting.
View an agent's work status and schedule status as they complete their tasks.
Work status
To evaluate the agent's work status, the system checks the action that the agent takes when updating a task and interprets it as a status.
- On route
- On site
- Off shift
For example, when the agent starts travel to a task, the system considers the agent's status as On route. When the agent starts to work on a task, the agent's status is updated to On site. When an agent closes or cancels a task, the agent's status is updated to None in preparation for travel to the next task.
Off shift agent status indicates that the Field Service agent doesn't have any assigned tasks scheduled for the day.
You can view an agent's work status in the contextual side panel that opens when you click the agent's pin in the dispatch map or in an agent's user record. To display agent work status in the user record, navigate to and configure the User form to show the Work agent status field. This action puts the status field on all user records.
Schedule status
When you click an agent pin in the dispatch map, the agent profile appears. If a location shows more than one agent, you can select an agent to display their profile. You can view the status of the agent's schedule, which could be any of the following:
- Ahead of schedule
- On time
- Behind schedule, less than 30 minutes
- Behind schedule, between 30 to 60 minutes
- Behind schedule, more that an hour
To display the agent schedule status in the user lists and records, navigate to and configure the User list and form to show the On schedule field. This action puts the schedule status field on all user records.
A Field Service Agent’s schedule status is determined when the agent selects start travel on the Mobile Agent Application. The Field Service Agent’s schedule status table below shows what the agent status will be based on when they select start travel.
| Agent status | When start travel was selected |
|---|---|
| Ahead of schedule | 20 minutes before the scheduled start travel time |
| On time | Within 3 minutes of the scheduled start travel time |
| Behind schedule, less than 30 minutes | 20 minutes after the scheduled start travel time |
| Behind schedule, between 30 to 60 minutes | 40 minutes after the scheduled start travel time |
| Behind schedule, more that an hour | 70 minutes after the scheduled start travel time |