--- 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 --- # Using Dispatcher Workspace # Using Dispatcher Workspace {#ariaid-title1} Release version: Australia Updated October 23, 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 Using Dispatcher Workspace Dispatcher Workspace is a configurable scheduling application designed to help ServiceNow customers efficiently route work to field service agents and monitor their performance in real time. It is part of the CSM/FSM Configurable Workspace and includes both the Dispatcher Dashboard and the Dispatcher Workspace itself. Show full answer Show less The Dispatcher Dashboard serves as the home page, providing real-time operational data such as pending dispatch tasks, SLA breaches, agent schedule adherence, agent presence statuses (e.g., On site, Off shift, On Route), and a dispatch map showing the locations of agents and work order tasks. ## Key Features * **Task Scheduling and Dispatching:** Schedule and dispatch work order tasks efficiently. * **Task Management:** Search, flag, and manage work order tasks from multiple views including the Dispatcher Workspace, Dispatch map, and Task map. * **Customization:** Personalize task and agent cards by customizing which fields are displayed to tailor the workspace to your needs. * **Agent Calendar Management:** View and manage field service agents' schedules, assignments, and personal events through the agent calendar. * **Geolocation Mapping:** Visualize tasks and agents on a dispatch map using real-time geolocation data to improve situational awareness. * **Performance Monitoring:** Track performance metrics of technicians and review SLA records for associated work order tasks. * **Route Optimization:** View and optimize agents' scheduled task routes on the dispatch map to enhance scheduling efficiency. * **Workforce Optimization Integration:** Leverage the Workforce Optimization for Field Service application to align agent schedules and assignments. * **Appointment and Crew Management:** Manage customer appointments and crew operations, including creating crews and assigning agents. * **Intelligent Task Recommendation:** Improve agent utilization by using intelligent recommendations for task assignments. * **Operational Notes:** Use operational notes to document important information visible on Gantt charts and calendars, enhancing communication. ## What You Can Expect With Dispatcher Workspace, ServiceNow customers can expect a consolidated and customizable interface that streamlines field service operations by: * Providing instant visibility into field service agent availability, locations, and task statuses. * Enabling efficient scheduling, dispatch, and management of work order tasks with real-time updates. * Allowing customization of displayed information to focus on relevant priorities. * Supporting better decision-making through performance tracking and route optimization. * Facilitating workforce coordination by integrating calendars, appointments, and crew management. This functionality helps improve agent productivity, optimize resource allocation, and enhance overall field service delivery. Dispatcher Workspace is a configurable scheduling application that enables you to efficiently route work to field service agents and monitor their performance. The CSM/FSM Configurable Workspace contains the Dispatcher Dashboard and Dispatcher Workspace. * The Dispatcher Dashboard is the home page and displays the real-time data of the operations and performance of field service agents across their assignments in your organization such as. * Statistics on critical pending dispatch tasks and SLAs breached. * Field service agents who are behind the schedule. * Instant visibility into the agents' presence status such as On site, Off shift, On Route etc. * Dispatch map with the visual indicators for location of the field service agents and work order tasks. {#using-dispatcher-workspace__ul_qg5_tsn_krb} * The Dispatcher Workspace facilitates the following tasks: * Schedule and dispatch work order tasks. * Apply filters to manage task visibility. * Personalize task cards with customized information. * View schedules and availability of technicians. * Monitor performance metrics of technicians. * View the locations of tasks and agents on the dispatch map. {#using-dispatcher-workspace__ul_qfj_m2k_wxb} {#using-dispatcher-workspace__ul_zxm_qqg_wqb} The following table provides an overview of the dispatcher's tasks in the Dispatcher Workspace.{#using-dispatcher-workspace__table_ksw_gpr_4nb__entry__2} | Task | Description | |-|-| | [Customize information on task cards and agent cards](https://www.servicenow.com/docs/NIBE74WsvSa5Ge4KlOG3Dw "Customize the fields that appear on the task cards and agent cards to display certain information in Dispatcher Workspace.") | Customize the fields to appear on the task and agent cards in the Dispatcher Workspace. | | [Flag a work order task](https://www.servicenow.com/docs/~VJbWHbI~RN5IMJaN6ZNMA "Flag tasks that you want to work on later.") | Flag tasks that you want to work on at a later time. | | [Search work order tasks](https://www.servicenow.com/docs/fuGQKrDFw6aHrKnYYLC0wA "Minimize scrolling and filter tasks that show in the task panel. Quickly search by keyword, or see all the tasks assigned to a group or territory.") | Search the tasks in the Dispatcher Workspace task panel. | | [Manage work order tasks](https://www.servicenow.com/docs/YhjcWexTjDySMeL78pPW6A#manage-work-order-tasks-dw "Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task.") | Manage work order tasks from Dispatcher Workspace, Dispatch map, and Task map. Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task. | | [Managing agent calendar](https://www.servicenow.com/docs/TFolvSNFuYwss2zMWjmtoA "Customer service agents and field service technicians can use the agent calendar to see work schedules and assignments and also add personal events such as meetings or appointments.") | Customer service agents and field service technicians can view and manage work schedules, assignments, and personal events in the agent calendar. | | [Viewing agents and tasks in the Dispatcher Workspace map](https://www.servicenow.com/docs/Amjsgxahc8TJ0exjg911aQ "You can use the Dispatcher Workspace map to track, manage, and analyze agent assignments and work order tasks in specific locations. The map is found in the Dispatcher Dashboard and Dispatcher Workspace.") | View tasks and agents in the field using geolocation data in the dispatch map. | | [Viewing an agent's calendar](https://www.servicenow.com/docs/6nkSJw3n1npaLmIDwzRKeg "You can view an agent's schedule, availability, personal events, and tasks that are either assigned or work in progress.") | View an agent's schedule, availability, personal events, and assigned or in-progress tasks | | [Viewing an agent's calendar](https://www.servicenow.com/docs/6nkSJw3n1npaLmIDwzRKeg "You can view an agent's schedule, availability, personal events, and tasks that are either assigned or work in progress.") | View SLA record for all the work order tasks that are associated with work orders that have SLAs. | | [Show and optimize the agent task route in Dispatcher Workspace](https://www.servicenow.com/docs/z3ES66B~_gnCjy54AWu~pA "View agent records, agent schedules, and view or optimize the scheduled task route of an agent for that day. You can help them manage their schedules and tasks more efficiently.") | View an agent's scheduled task route on the dispatch map and optimizing task routes for efficient schedule and task management | | [Use Workforce Optimization for Field Service](https://www.servicenow.com/docs/EGOz93CsPXE27n9PYdGZig "Enhance the quality and efficiency of your teams using smart scheduling, team structure, and real-time refreshing single scores. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.") | View the agent's schedule and events from the Workforce Optimization for Field Service application and assign work order tasks accordingly. | | [Managing appointments](https://www.servicenow.com/docs/Slk7ARJQoWSr~p85s~E72w "Book, reschedule, and cancel appointments for available services.") | Manage customer appointments from work order task forms | | [Manage crew operations](https://www.servicenow.com/docs/oX68pracs_a91MSxgflJMw "Simplify your scheduling process and create a crew of Field Service technicians that can be assigned to work together using the Field Service Crew Operations feature.") | Create and manage crews, assign crews to work order tasks, and adding ad hoc agents to a crew | | [Intelligent Task Recommendation](https://www.servicenow.com/docs/AqQpNxqUPZPTL6d9zdkX1g "Intelligent Task Recommendation helps dispatchers to improve agent utilization by recommending tasks to fill agent schedules. Agents can also view the recommended tasks and assign them to themselves using the ServiceNow Agent mobile app.") | Improve agent utilization through intelligent task recommendations | | [Operational notes](https://www.servicenow.com/docs/CuxtooYmFHydqEDjjsRKEQ "Operational notes are day-specific notes that dispatchers add for a technician, crew, equipment, or work order task. Other dispatchers see the notes in Dispatcher Workspace, but technicians can't.") | Learn how operational notes work, who can see them, and how note indicators appear on the Gantt and calendar. | [Table 1. Dispatcher tasks] {#using-dispatcher-workspace__table_ksw_gpr_4nb} **Related concepts** * [Configuring Dispatcher Workspace](https://www.servicenow.com/docs/md5ttOnIwOT42tT~rEEWAw "Configure the Dispatcher Workspace to optimize task management and agent assignments.") * [Dispatcher Workspace](https://www.servicenow.com/docs/InlUy7LD~ObrPD~usbuwBg "Dispatchers can efficiently manage field teams and customer experience to achieve positive outcomes for your organization through Dispatcher Workspace. Forecast potential problem areas before they arise and maximize operational efficiency for both field teams and customers.")