Contractor dashboard in the configurable workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Contractor Dashboard in the Configurable Workspace

    The Contractor Dashboard in the Configurable Workspace allows users to monitor the status of work order tasks, agent performance ratings, and the distribution of work by type and state. This tool is essential for tracking contractor efficiency and ensuring timely task completion.

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    Key Features

    • Required Roles: Users must have the wmcontractormanagerint role to track work order statuses and agent performance, and the wmdispatcher role to view work orders.
    • Access: Navigate to Field Service > Workspaces > CSM/FSM Configurable Workspace to open the dashboard.
    • Data Visualizations: The dashboard provides key metrics including:
      • Non-compliant appointments
      • Task rejects
      • Closed completed tasks
      • Number of agents
      • Average agent rating
      • SLA breaches
      • Work distribution by type and state
    • Filters: Users can filter results by contractor company and date range to refine the displayed data.

    Key Outcomes

    By utilizing the Contractor Dashboard, managers can effectively review task progress, agent ratings, and work distribution, allowing for informed decision-making and performance management. Users can click on chart areas for detailed records, enhancing visibility into contractor operations.

    Use this dashboard to review the status of work order tasks, agent rating, and work distribution by type and state.

    Field Service Contractor dashboard displaying work order task information, average agent rating, and non-compliant appointments. Additionally, graphical representations of work distribution by work type and state are displayed.

    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.
    • The wm_dispatcher role is needed to view work orders.

    Access the contractor dashboard in the configurable workspace

    To open the dashboard, navigate to Field Service > Workspaces > CSM/FSM Configurable Workspace.

    Use cases

    For examples of how different people in your organization would use this dashboard, see these use cases.
    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 rejects Single Score [wm_task_rejection] Number of work order tasks rejected by the contractor manager.
    Close completed 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.
    Average Agent Rating Single Score [wm_agent_rating] Average rating of all the agents in the company.
    Task SLA breached Semi Donut [task_SLA] Data work order tasks that have breached the task SLA.
    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 Type Description
    Contractor Reference Filter the report results based on a selected contractor company or all.
    Date Range Date Filter the report results based on the selected date range, such as last 30 days.