---
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


---

# Field Service Performance Analytics dashboard

# Field Service Performance Analytics dashboard in the configurable workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Field Service Performance Analytics Dashboard in the Configurable Workspace

The Field Service Performance Analytics dashboard provides insights into daily and weekly progress regarding work orders and tasks for assignment groups.
It is essential for monitoring performance in the Field Service Management environment and requires specific ServiceNow AI Platform roles for installation and access.
Show full answer Show less  

## Key Features

* **Roles Required:** The wmadmin role is necessary to install and activate the Analytics and Reporting Solution, while the wmdispatcher role is essential for viewing performance metrics.
* **Dashboard Access:** Navigate to All \> Field Service \> Performance Analytics to access the dashboard.
* **User Use Cases:**
  * **Dispatcher:** Measures overall productivity and agent utilization, comparing performance across assignment groups and tracking task duration variance.
* **Key Performance Indicators (KPIs):**
  * Open work orders
  * Mean time to resolve work orders
  * % Productive time for work order tasks
  * % Agent utilization for work order tasks
  * Closed work orders
  * Weekly new vs closed work orders
  * Planned vs Actual duration for tasks
  * Weekly variance from planned task duration
* **Filter Options:** The dashboard offers filters based on Assignment Group, State, Assigned To, and Priority to refine results.

## Key Outcomes

Using the Field Service Performance Analytics dashboard, customers can effectively monitor work order progress, enhance agent productivity, and make data-driven decisions to improve service delivery. The dashboard enables quick comparisons between planned and actual task durations, ensuring better resource management and operational efficiency.  
The Field Service
Platform Analytics dashboard displays the daily and weekly progress of work orders and work order tasks for your assignment groups.  
[Field Service Management](https://www.servicenow.com/docs/i_b6guZpyyhhMU0tRnbuzg "The ServiceNow Field Service Management application enables you to manage work orders and related tasks, resources, skills, assets, and locations. Use this application to dispatch work order tasks and agents to the customer location for performing any kind of field work, such as install, repair, or maintain equipment.")

## Required ServiceNow AI Platform roles {#fsm-pa-configurable-dashboard__section_ekc_ms1_35b}

* wm_admin to Install and activate this Analytics and Reporting Solution.
* The wm_dispatcher role is needed to view the performance of work orders and work order tasks.
{#fsm-pa-configurable-dashboard__ul_fkc_ms1_35b}

## Access the Field Service Performance Analytics dashboard {#fsm-pa-configurable-dashboard__section_bjw_fkq_g5b}

To open the dashboard, navigate to AllField ServicePerformance Analytics.

## Use cases {#fsm-pa-configurable-dashboard__section_cjw_fkq_g5b}

For examples of how different people in your organization would use this dashboard, see these use cases.{#fsm-pa-configurable-dashboard__table_djw_fkq_g5b__entry__2}

| User | Dashboard use |
|-|-|
| Dispatcher | Measures overall agent productivity and agent utilization. Compares performance of agents across the assignment groups owned by the dispatcher. Measures variance from planned durations of tasks. |
[Table 1. Use case scenarios for Performance Analytics dashboard]

{#fsm-pa-configurable-dashboard__table_djw_fkq_g5b}

## Indicators {#fsm-pa-configurable-dashboard__section_ejw_fkq_g5b}

The Field Service Performance Analytics dashboard presents the following key performance indicators:

Open work orders
:   Number of work orders that are not yet closed.

Mean time to resolve work orders
:   The average time taken to resolve work orders.

% Productive time for work order tasks
:   Number of hours agents spent working on the tasks in the last 60 days.

% Agent utilization for work order tasks
:   Number of agents assigned to work on the tasks in the last 60 days.

Closed work orders
:   Number of work orders in the closed state.

Weekly new work orders vs closed work orders
:   Comparison of total number of work order open in a week, and the number of work order
    closed in that week

Planned vs Actual duration for work order tasks (hours)
:   Comparison of total planned hours, for work order tasks and actual time taken to resolve
    work order tasks by agents.

Weekly Variance from planned work order task duration
:   Difference in hours between the planned duration and actual time taken to complete the
    work order tasks in a week.

## Breakdowns {#fsm-pa-configurable-dashboard__section_fjw_fkq_g5b}

* Assignment Group
* State
* Assigned To
* Priority
{#fsm-pa-configurable-dashboard__ul_gjw_fkq_g5b}

## Filters {#fsm-pa-configurable-dashboard__section_jjw_fkq_g5b}

{#fsm-pa-configurable-dashboard__table_kjw_fkq_g5b__entry__4}

| Name | Type | UI control type | Description |
|-|-|-|-|
| Assignment Group | Reference | Select Single Input | Filter the work order tasks indicator results based on the selected assignment group. |
[Table 2. Filter options on the Performance Analytics dashboard]

{#fsm-pa-configurable-dashboard__table_kjw_fkq_g5b}

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