This dashboard requires the Field Service Management application and appropriate ServiceNow AI Platform roles: wmadmin to install and activate the solution, and wmdispatcher role to access and view the dashboard data.

Accessing the Dashboard

To access the Field Service Performance Analytics dashboard, navigate through the application menu: All > Field Service > Performance Analytics.

Key Features

• Performance Indicators: The dashboard displays essential KPIs including:
  • 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 to tasks during the last 60 days.
  • Closed work orders: Number of work orders marked closed.
  • Weekly new vs closed work orders: Comparison of work orders opened and closed each week.
  • Planned vs actual duration for work order tasks: Comparison of planned hours versus actual hours spent on tasks.
  • Weekly variance from planned duration: Difference between planned and actual task durations on a weekly basis.
• Breakdowns: Data can be segmented by assignment group, work order state, assigned agent, and priority.
• Filters: Users can filter dashboard data by assignment group using a single input selector, enabling focused analysis on specific teams or units.

Use Cases

The dashboard is primarily used by dispatchers to:

• Measure overall agent productivity and utilization.
• Compare agent performance across different assignment groups.
• Analyze variances between planned and actual task durations to identify efficiency gaps.

Benefits for ServiceNow Customers

By leveraging this dashboard, ServiceNow customers can expect to gain actionable insights into field service operations, improve resource allocation, and optimize work order completion times. This enables better decision-making and enhances overall service delivery performance.