--- 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 --- # Configuring Field Service Agent Efficiency # Configuring Field Service Agent Efficiency {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![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 Configuring Field Service Agent Efficiency Configuring Field Service Agent Efficiency in ServiceNow enables you to define and apply efficiency criteria for field service agents, helping you more accurately estimate work durations and assign tasks to the most suitable agents. Agent efficiency reflects how quickly an agent completes specific types of work order tasks compared to a standard timeframe. This ensures optimized scheduling and resource allocation by prioritizing agents who perform tasks faster than average. Show full answer Show less ## Key Features * **Agent Efficiency Values:** Ranges from 0 to 2, where 1 means task completion in standard time, above 1 means faster, and below 1 means slower than average. * **Estimated Work Duration Calculation:** Uses the formula *Estimated work duration = Planned work duration / Agent Efficiency* to tailor task duration based on agent performance. * **Multiple Criteria Support:** Agent efficiency can be set for various task types per agent, allowing precise matching of agents to tasks. * **Integration with Scheduling:** Can be combined with Dynamic Scheduling for automatic task assignment and with Intelligent Task Recommendations for suggesting the best tasks to agents. ## Key Outcomes * Improved task assignment by selecting agents who complete specific tasks more efficiently, reducing overall task duration and increasing productivity. * More accurate work duration estimates that reflect individual agent capabilities, enhancing planning and customer expectations management. * Flexibility to configure and adjust efficiency criteria and values through plugin activation and optional rules, enabling customization to your organization's unique service operations. ## Configuration Steps * Activate the Field Service Agent Efficiency plugin (requires admin role). * Create or modify Agent Efficiency criteria and assign values to agents. * Optionally, create or modify determination rules to automate efficiency value assignment. * Optionally, integrate with Dynamic Scheduling and Intelligent Task Recommendations to automate and optimize task assignments based on agent efficiency. Configure Field Service Agent Efficiency to define Agent Efficiency criteria and values for agents and more accurately calculate the work duration for a work order task or combination of tasks. Field Service agent efficiency is the pace at which an agent can complete a type of work order task. The values for Agent Efficiency for efficiency criteria range from 0 to 2, where a value of 1 signifies that the agent completes these tasks within the standard time frame. A value above 1 suggests the agent finishes these tasks faster than the average, while a value below 1 indicates the agent takes longer than the typical time needed to complete the task. Field Service Agent Efficiency for an agent can be defined for multiple criteria. Field Service Agent Efficiency uses the following formula to calculate the estimated work duration based on the planned work duration and agent efficiency: `Estimated work duration = Planned work duration/Agent Efficiency` Goal: Ensure the best-suited agent is assigned the task by considering the efficiency of the agents for these particular tasks and accurately estimate the work duration. Assume there are two qualified work order tasks that are ready to be dispatched, one for laptop repair and another for MRI machine installation. Agent Efficiency table:{#configuring-agent-efficiency__simpletable_e3k_cmz_2dc__entry__5} | Technician | Agent Efficiency criterion | Agent Efficiency | Planned work duration | Estimated work duration | |-|-|-|-|-| | Anthony Roy | MRI machine installation | 0.5 | 60 minutes | 120 minutes | | Cindy Lisa | Laptop repair | 0.6 | 60 minutes | 100 minutes | | Cindy Lisa | MRI machine installation | 0.8 | 60 minutes | 75 minutes | | Alisa Chinoy | Laptop repair | 0.8 | 60 minutes | 75 minutes | | Ray William | Laptop repair | 1.2 | 60 minutes | 50 minutes | | Alex Ray | Laptop repair | 1 | 60 minutes | 60 minutes | [ ] {#configuring-agent-efficiency__simpletable_e3k_cmz_2dc} Explanation: For the laptop repair work order task, the best-suited technician is Ray William because this technician completes this type of task 10 minutes earlier than the planned work duration. For the MRI machine installation task, the best-suited technician is Cindy Lisa. ## Configuration overview {#configuring-agent-efficiency__section_h2c_vms_ldc} The steps for configuring Field Service Agent Efficiency are: 1. [Activate Field Service Agent Efficiency](https://servicenow-prod.fluidtopics.net/bj8b~l~p13iudeP8Ppl17w "You can activate the Field Service Agent Efficiency plugin (com.snc.fsm_agent_efficiency) if you have the admin role. The application includes demo data and installs related plugins if they are not already installed.") Activating the Field Service Agent Efficiency plugin (com.snc.fsm_agent_efficiency) requires the admin role. 2. [Create or modify Agent Efficiency criteria](https://servicenow-prod.fluidtopics.net/gVRzPsAGYQekiWmkHnJaBw "Create or modify Field Service Agent Efficiency criteria to evaluate agent efficiency and calculate the work duration for a work order task.") 3. [Assign an Agent Efficiency value to agents](https://servicenow-prod.fluidtopics.net/pQpHa3UPAEh3Akhf0ku0_g "Assign a Field Service Agent Efficiency criteria and efficiency value to agents to more accurately calculate work duration.") 4. (Optional) [Create or modify an Agent Efficiency determination rule](https://servicenow-prod.fluidtopics.net/u4X4VUJymBdaTr6fKDY4UA "Create or modify an Agent Efficiency determination rule for work order tasks.") 5. (Optional) Configure Field Service Agent Efficiency with Dynamic Scheduling to auto-assign tasks to the agents. For more information, see[Configuring Dynamic Scheduling](https://servicenow-prod.fluidtopics.net/hIfrTqnqdeQrtsF1AksTkg "Configure dynamic scheduling to let dispatchers to easily assign, change, or cancel work tasks. Optimize work order task assignments and streamline field service operations by setting up dynamic scheduling according to your organization's requirements.") . 6. (Optional) Configure Field Service Agent Efficiency with Intelligent Task Recommendations to recommend the best suited task for an agent based on the efficiency. For more information, see [Setting up Intelligent Task Recommendations](https://servicenow-prod.fluidtopics.net/FFRo61xl_8aNekfJHx4GNg "Efficiently recommend tasks to agents using Intelligent Task Recommendations, a feature that aligns tasks with agents based on predefined policies and filtering conditions. Determine the applications through which you can access task recommendations."). {#configuring-agent-efficiency__ol_jhj_rrs_ldc}