Contractor dashboard

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

    The Contractor Dashboard is designed for reviewing work order tasks, agents, agent feedback, and appointments related to contractor companies. It requires the wmcontractormanagerint role to effectively track the status of work orders and agents.

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    Key Features

    • Use Cases: Internal managers can review task progress and agent feedback for specific contractors over chosen date ranges, with the ability to click on chart areas for detailed records.
    • Data Visualizations:
      • Non Compliant Appointments: Displays appointments not started on time.
      • Task SLA Breach Status: Indicates work order tasks that have breached SLA.
      • Closed Complete Tasks: Shows the count of work order tasks closed by agents.
      • Agents: Reflects the number of agents associated with the contractor.
      • Task Rejections: Represents the number of tasks rejected by the contractor manager.
      • Average Agent Rating: Displays the average rating for all agents in the company.
      • Work Distribution By Work Type: Shows the percentage of tasks by type (e.g., install, break fix).
      • Work Distribution by State: Indicates the percentage of tasks based on real-time status (e.g., Assigned, Work in Progress).
    • Filter Options:
      • Contractor Reference: Filter by selected contractor company or all.
      • Date Range: Filter results based on a selected date range, such as the last 30 days.

    Key Outcomes

    By utilizing the Contractor Dashboard, ServiceNow customers can efficiently monitor contractor performance, identify compliance issues, and enhance decision-making through real-time data visualizations and filtering capabilities. This leads to improved management of contractor activities and better resource allocation.

    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.