Field Service Territory Performance Analytics dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Field Service Territory Performance Analytics Dashboard

    The Field Service Territory Performance Analytics dashboard provides insights into field service operations, focusing on metrics such as open work order tasks, agent utilization, and average travel time across different territories. This tool is essential for managing and optimizing field service resources.

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    Key Features

    • Required Role: Users must have the wmadmin role to manage work orders.
    • Access: Navigate to Workspaces > Platform Analytics Workspace > Dashboards > Field Service Territory Performance Analytics to open the dashboard.
    • Data Visualizations: Key metrics displayed include:
      • Open Work Order Tasks
      • Mean Time to Resolve Work Order Tasks
      • % Productive Time for Work Order Tasks
      • % Agent Utilization for Work Order Tasks
      • Average Travel Time for Work Order Tasks by Territory
      • Total Work Order Tasks per Territory
    • Filters: Customize report results using:
      • Territory Reference (Multi-select)
      • Date (Single select date)

    Key Outcomes

    This dashboard empowers users in various roles, such as FSM Territory Planners and Managers, to create and manage territories effectively, allocate resources based on real-time data, and optimize field service operations for enhanced productivity and efficiency.

    Use this dashboard to view and analyze performance analytics such as open work order tasks, agent utilization on work order tasks, and average travel time across territories.

    Field Service Performance Analytics dashboard showing work order and work order task information with tiles containing line graphs.

    Required ServiceNow AI Platform roles

    The wm_admin role is needed to manage work orders.

    Access the Field Service Territory Performance Analytics dashboard

    To open the dashboard, navigate to Workspaces > Platform Analytics Workspace > Dashboards > Field Service Territory Performance Analytics.

    Use cases

    For examples of how different people in your organization would use this dashboard, see the following use cases.
    Table 1. Examples of how the field service territory performance analytics dashboard is used
    User Dashboard use
    FSM Territory Planner Can create new territories and see how the territories are being used for better allocation of field service resources and take actions based on the data shown.
    FSM Territory Manager

    Can manage territories, create new child territories and see how the territories are being used for better allocation of field service resources and take actions based on the data shown.

    Data visualizations

    Table 2. Territory performance analytics visualization options
    Title Type Source table Description
    Open Work Order Tasks Single Score [wm_task] Number of open work order tasks.
    Mean Time to resolve work order tasks Single Score [wm_task] Average Closing time of work.
    % Productive time for Work Order Tasks Single Score [wm_task] Number of hours agents spent working on the tasks in the last 60 days.
    % Agent utilization for work order tasks Single Score [wm_task] Number of agents assigned to work on the tasks in the last 60 days.
    Average Travel Time for Work order tasks order tasks shown territory wise Single Score [wm_task] Average Travel time for work order tasks shown territory wise.
    Total WOT per Territory Single Score [wm_task] Number of Work Order Tasks per territory.

    Filters

    Table 3. Territory performance analytics report filter options
    Name Filter type UI control type Description
    Territory Reference Multi select Input Filter the report results based on a selected territory.
    Date Date Single select date Filter the report based on the selected date.