Contractor dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Contractor Dashboard

    The Contractor Dashboard provides a comprehensive view of work order tasks, agents, feedback, and appointments for contractor companies. It is designed for users with the wmcontractormanagerint role, enabling them to effectively track and manage contractor performance.

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    Key Features

    • Data Visualizations: The dashboard includes various visualizations to help users quickly assess key performance indicators, such as:
      • Non Compliant Appointments: Displays the number of appointments not started on time.
      • Task SLA Breach Status: Shows tasks that have breached their SLA.
      • Closed Complete Tasks: Indicates the number of tasks closed by agents.
      • Agents: Number of agents linked to the contractor company.
      • Task Rejections: Counts the tasks rejected by the contractor manager.
      • Average Agent Rating: Displays the average rating for all agents in the company.
      • Work Distribution by Work Type: Percentage breakdown of tasks by type (e.g., install, break fix).
      • Work Distribution by State: Status breakdown of tasks (e.g., Assigned, Work in Progress).
    • Filter Options: Users can refine their reports using filters, including:
      • Contractor Reference: Filter by specific contractor company or all.
      • Date Range: Select a date range for reporting, such as the last 30 days.

    Key Outcomes

    By utilizing the Contractor Dashboard, internal managers can effectively review contractor performance, monitor task completion, and gain insights into agent ratings and feedback. This allows for informed decision-making and enhances overall management of contractor services.

    Use this dashboard to review the status of work order tasks, agents, agent feedback, and appointments of contractor companies.

    Contractor dashboard with graphical representations organized by work type and state. For the text description, refer to the table in the Reports section.

    Required ServiceNow AI Platform roles

    The wm_contractor_manager_int role is needed to track the status of work orders and agents from the contractor companies.

    Use cases

    The following use case provides an example of how an internal manager would use this dashboard.
    Table 1. Use case scenarios for Contractor dashboard
    User Dashboard use
    Internal manager Reviews the work order task progress and agent feedback results based on the selected contractor company and date range.

    Click any area of a chart to see the corresponding records.

    Data visualizations

    Table 2. Overview of data visualizations on the Contractor dashboard
    Title Type Source table Description
    Non Compliant Appointments Single Score [wm_task] Number of appointments not started on time.
    Task SLA Breach Status Semi Donut [Task_sla] Data work order tasks that have breached the task SLA.
    Closed Complete Tasks Single Score [wm_task] Number of work order tasks closed by agents.
    Agents Single Score [Sys_user] Number of agents associated with the contractor company.
    Task Rejections Single Score [wm_task_rejection] Number of work order tasks rejected by the contractor manager.
    Average Agent Rating Single Score [wm_agent_rating] Average rating of all the agents in the company.
    Work Distribution By Work Type Pie [wm_task] Percentage of work order tasks divided based on the type of work, such as install, break fix, and so on.
    Work Distribution by state Pie [wm_task] Percentage of work order tasks divided based on their real-time status, such as Assigned, Work in Progress, and so on.

    Filters

    Table 3. Filter options on the Contractor dashboard
    Name Filter type UI control type Description
    Contractor Reference Select Single Input Filter the report results based on a selected contractor company or all.
    Date Range Date Select Single Input Filter the report results based on the selected date range, such as last 30 days.