---
sourceDocument: Yokohama Field Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/field-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Field Service Performance Analytics dashboard in the configurable workspace

# Field Service Performance Analytics dashboard in the configurable workspace {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Field Service Performance Analytics dashboard in the configurable workspace

The Field Service Performance Analytics dashboard in the configurable workspace provides ServiceNow customers with a comprehensive view of the daily and weekly progress of work orders and work order tasks for their assignment groups.
It is designed to help dispatchers and managers monitor and improve field service operations by tracking key performance indicators (KPIs) related to agent productivity and task completion.
Show full answer Show less  
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.  
The Field Service
Platform Analytics dashboard displays the daily and weekly progress of work orders and work order tasks for your assignment groups.  
[Field Service Management](https://servicenow-prod.fluidtopics.net/07t_sJwoVgJwyFny_2z0Yw "The ServiceNow Field Service Management application enables you to manage work orders and related tasks, resources, skills, assets, and locations. Use this application to dispatch work order tasks and agents to the customer location for performing any kind of field work, such as install, repair, or maintain equipment.")

## Required ServiceNow AI Platform roles {#fsm-pa-configurable-dashboard__section_ekc_ms1_35b}

* wm_admin to Install and activate this Analytics and Reporting Solution.
* The wm_dispatcher role is needed to view the performance of work orders and work order tasks.
{#fsm-pa-configurable-dashboard__ul_fkc_ms1_35b}

## Access the Field Service Performance Analytics dashboard {#fsm-pa-configurable-dashboard__section_bjw_fkq_g5b}

To open the dashboard, navigate to AllField ServicePerformance Analytics.

## Use cases {#fsm-pa-configurable-dashboard__section_cjw_fkq_g5b}

For examples of how different people in your organization would use this dashboard, see these use cases.{#fsm-pa-configurable-dashboard__table_djw_fkq_g5b__entry__2}

| User | Dashboard use |
|-|-|
| Dispatcher | Measures overall agent productivity and agent utilization. Compares performance of agents across the assignment groups owned by the dispatcher. Measures variance from planned durations of tasks. |
[Table 1. Use case scenarios for Performance Analytics dashboard]

{#fsm-pa-configurable-dashboard__table_djw_fkq_g5b}

## Indicators {#fsm-pa-configurable-dashboard__section_ejw_fkq_g5b}

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 {#fsm-pa-configurable-dashboard__section_fjw_fkq_g5b}

* Assignment Group
* State
* Assigned To
* Priority
{#fsm-pa-configurable-dashboard__ul_gjw_fkq_g5b}

## Filters {#fsm-pa-configurable-dashboard__section_jjw_fkq_g5b}

{#fsm-pa-configurable-dashboard__table_kjw_fkq_g5b__entry__4}

| 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. |
[Table 2. Filter options on the Performance Analytics dashboard]

{#fsm-pa-configurable-dashboard__table_kjw_fkq_g5b}

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