Dispatcher workspace - workforce assignment group

[Chaz_]

Hi,

On the dispatcher workspace, within the workforce tab, I can see that only team managers can select the assignment.

1. Who or which role enables selection of one or more assignment groups? We would like to expand this to the dispatcher team.

2. How can we view stats of how much time each engineer is utilised as a percentage? I recall seeing a percentage value within the workforce section but can’t see how to get to it.

Thanks.

Chaz.

[Joshua Chen MTL]

@Chaz_  

for utilization/productivity on the dispatcher workspace

Utilization	The percentage of work hours that the agent or group has scheduled tasks for. The utilization value is calculated by adding the work time to the travel time and dividing that by the shift time.
Productivity	The percentage of work tasks the agent or group has completed for the day. Productivity is calculated by dividing the work time by the shift time.

source Enable Dispatcher Workspace settings • Xanadu Field Service Management • Docs | ServiceNow

for  fsm capacity management - refer to this 
https://www.servicenow.com/docs/r/yN_QmjTF0~igG0fSGkXXng/GAlwYokeixiF8cQfzPgm4w
there is also a nowlearning for capacity mgmt in fsm, it walks you through config in a lab settings
Field Service Territory Planning and Capacity Management Implementation - ServiceNow University
- 

[Matthew_13]

@Joshua Chen MTL - Wrong not AI.. I would refrain from calling people wrong my friend as it violated community rules.  Also; I would give up on hating on AI so much. Its here to stay my friend, even ServiceNow is investing $$$$$ in AI.

[Chaz_]

Thanks - that’s very useful information.

One last question - does the utilisation and productivity take into account sick leave and personal time off events, when trying to report at group level from PA?

[Joshua Chen MTL]

 @Chaz_  the utilization and productivity metrics (i referred to) are  part of the dispatcher workspace. in my previous reply, i explained to you how it is calculated.

• does it include the  the personal time off events in its calculation..
  • i am not sure you will have to test that or
  • go into ui builder, the script/code that does the calculation is there

if you have the plugin FSM capacity & reservation management activated, you get access to this ootb PA dashboard Field Service Territory Capacity Analytics dashboard • Yokohama Field Service Management • Docs | Se...

as a reference, all the OOTB dashboards in FSM Analytics and reporting for Field Service Management • Yokohama Field Service Management • Docs | Se...

if you have WFO enabled, Workforce Optimization for Field Service Manager Workspace dashboard • Xanadu Field Service Manageme...
- when you navigate to Manager workspace, in the home landing page, you will see 2 widgets: %productive time for tasks and % agent utilization for tasks (you can find the script/code in UI builder)

[Joshua Chen MTL]

@Matthew_13

I’ll go ahead and edit my post.

I apologize for accusing you of using AI. When you went off on an ITIL tangent in a FSM forum and mentioned several things that don’t even exist in FSM, it was sus.

about your AI comment; I use AI a lot.. but i review the output before I post  😉