--- sourceDocument: Australia Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/field-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Field Service Management ft:clusterId : - fsm bundleId : - fsm workflow : - Customer and Industry --- # Dashboard # Workforce Optimization for Field Service Manager Workspace dashboard {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Workforce Optimization for Field Service Manager Workspace dashboard The Workforce Optimization dashboard for Field Service Manager enables workspace managers to effectively monitor team performance and task management. This tool provides insights into work order statuses and helps ensure that organizational efficiency is maintained. Show full answer Show less ## Key Features * **Role-Based Access:** Users with the 'snwfofsm.manager' role can access the Manager Workspace dashboard. * **Performance Monitoring:** Analyze work orders, track tasks with breached SLAs, and review performance metrics of teams within a defined period. * **Visual Indicators:** Key performance indicators include open work orders, mean time to resolve, productive time percentage, and agent utilization percentage. * **Data Breakdown:** View data by assignment group and date range to facilitate targeted analysis. * **Data Visualizations:** Various charts and scores provide visual insights into tasks by SLA, priority, approval status, closed work orders, and more. ## Key Outcomes By utilizing the Workforce Optimization dashboard, managers can expect to: * Stay updated on the status of work orders and agent performance. * Make informed decisions based on real-time data visualizations regarding task management and team efficiency. * Identify areas needing attention, such as tasks overdue for approval or those at risk of breaching SLAs. This dashboard ultimately helps improve operational performance and ensures that teams are effectively managed, leading to enhanced service delivery in the field. Monitor your teams' work and organizational performance using Workforce Optimization for Field Service. Stay on top of the status of the tasks your teams are working on at a given time. ## End user and roles {#wfo-fsm-manager-wrkspc-dashboard__section_l5n_v4s_cwb} {#wfo-fsm-manager-wrkspc-dashboard__table_ov2_tj4_2fb__entry__2} | End user and goal | Required role | |-|-| | As a workspace manager, you can do the following: * Analyze the work order tasks your team is currently working on or tasks that have not yet been assigned. * Monitor tasks with SLAs that have been breached, escalated, or not been open for 30 days. * Track a team's work, chats, and work assignments to analyze the performance of your whole organization. {#wfo-fsm-manager-wrkspc-dashboard__ul_ev2_rfp_kmb} | sn_wfo_fsm.manager | [ ] {#wfo-fsm-manager-wrkspc-dashboard__table_ov2_tj4_2fb} ## Access the Manager Workspace dashboard {#wfo-fsm-manager-wrkspc-dashboard__section_n5n_v4s_cwb} To open the dashboard, navigate to AllWorkspacesManager Workspace. ## Use cases {#wfo-fsm-manager-wrkspc-dashboard__section_o5n_v4s_cwb} {#wfo-fsm-manager-wrkspc-dashboard__table_p5n_v4s_cwb__entry__2} | User | Dashboard use | |-|-| | Manager | Monitor the work of your agents when you start your day, view reports that need your attention, and navigate to the tasks on which you want to take action. Analyze the performance of a specific team for a desired time period. | [ ] {#wfo-fsm-manager-wrkspc-dashboard__table_p5n_v4s_cwb} ## Indicators {#wfo-fsm-manager-wrkspc-dashboard__section_q5n_v4s_cwb} Manager Workspace offers the following indicators: Open work orders : Displays the number of open work orders. Mean time to resolve work orders : Displays the average number of days required to resolve work orders % Productive time for tasks : Displays the percentage of productive time and how much it has increased or decreased for a specified period. % Agent utilization for tasks : Displays the percentage of agent utilization and displays how much it has increased or decreased for a specified period. ## Breakdowns {#wfo-fsm-manager-wrkspc-dashboard__section_r5n_v4s_cwb} Manager Workspace includes the following breakdowns: * Assignment Group * Date Range {#wfo-fsm-manager-wrkspc-dashboard__ul_s5n_v4s_cwb} ## Data visualizations {#wfo-fsm-manager-wrkspc-dashboard__section_t5n_v4s_cwb} Manager Workspace provides the following visualizations.{#wfo-fsm-manager-wrkspc-dashboard__table_u5n_v4s_cwb__entry__3} | Title | Type | Description | |-|-|-| | Tasks by SLA | Single Score ![]() | Number of breached and cancelled tasks. | | Tasks by priority | Single Score ![]() | Number of critical and high priority tasks. | | Pending approval | Single Score ![]() | Number of approval requests and requests that are due today. | | Closed work orders | Stacked bar chart | Displays the work orders that were closed by agents. | | Weekly new vs. closed work orders | Line and Stacked bar chart | Displays the new and closed work orders that were assigned to the assignment group by week. | | Planned vs actual task duration | Stacked bar chart | Displays the planned duration for the job and the duration taken to finish. | | Weekly variance from total planned duration | Line and Stacked bar chart | Displays the weekly variance from the total planned duration. | | Active Agent Status | Single Score ![]() | Displays the number of agents and their statuses. | | Active Work order tasks | Single Score ![]() | Displays the number of active tasks and their statuses. | | Top assignment groups | Donut ![]() | Displays the number of active work order tasks and how many tasks each assignment group has. | | Pending tasks by status | Donut ![]() | Displays the number of pending tasks and a breakdown of pending tasks according to status, such as Draft and Pending Dispatch. | | Active Tasks by status | Donut ![]() | Displays the number of active tasks and a break down of active tasks according to status, such as Accepted, Assigned, and Work in Progress. | | Tasks by closure status | Donut ![]() | Displays the number of closed tasks and a breakdown of closed tasks according to status, such as Closed Incomplete, Closed Complete, and Cancelled. | | Tasks by status | List | Displays the list of active tasks by status. | [ ] {#wfo-fsm-manager-wrkspc-dashboard__table_u5n_v4s_cwb} *[\>]: and then