--- 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 --- # Agent Efficiency # Configuring Field Service Agent Efficiency {#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 Configuring Field Service Agent Efficiency Configuring Field Service Agent Efficiency allows you to establish criteria and values for evaluating agent performance, which in turn helps in accurately estimating work durations for tasks. Agent Efficiency is rated from 0 to 2, with 1 representing standard completion time. Values above 1 indicate faster completion, while values below 1 suggest a longer duration. This feature is essential for assigning the most suitable agents to tasks based on their efficiency. Show full answer Show less ## Key Features * **Agent Efficiency Calculation:** The estimated work duration is calculated using the formula: *Estimated work duration = Planned work duration / Agent Efficiency*. * **Multiple Criteria:** Agent Efficiency can be defined across various criteria, allowing for a more tailored approach to assigning tasks. * **Configuration Steps:** * Activate the Field Service Agent Efficiency plugin (admin role required). * Create or modify Agent Efficiency criteria. * Assign Agent Efficiency values to agents. * Optionally configure rules and integrations for dynamic scheduling and intelligent task recommendations. ## Key Outcomes By configuring Field Service Agent Efficiency, you can ensure that tasks are assigned to the best-suited agents, leading to improved efficiency and more accurate work duration estimates. For instance, Ray William is ideal for laptop repairs, completing tasks faster than planned, while Cindy Lisa is the best choice for MRI installations. Configure Field Service Agent Efficiency to define Agent Efficiency criteria and values for agents and more accurately calculate the work duration for a work order task or combination of tasks. Field Service agent efficiency is the pace at which an agent can complete a type of work order task. The values for Agent Efficiency for efficiency criteria range from 0 to 2, where a value of 1 signifies that the agent completes these tasks within the standard time frame. A value above 1 suggests the agent finishes these tasks faster than the average, while a value below 1 indicates the agent takes longer than the typical time needed to complete the task. Field Service Agent Efficiency for an agent can be defined for multiple criteria. Field Service Agent Efficiency uses the following formula to calculate the estimated work duration based on the planned work duration and agent efficiency: `Estimated work duration = Planned work duration/Agent Efficiency` Goal: Ensure the best-suited agent is assigned the task by considering the efficiency of the agents for these particular tasks and accurately estimate the work duration. Assume there are two qualified work order tasks that are ready to be dispatched, one for laptop repair and another for MRI machine installation. Agent Efficiency table:{#configuring-agent-efficiency__simpletable_e3k_cmz_2dc__entry__5} | Technician | Agent Efficiency criterion | Agent Efficiency | Planned work duration | Estimated work duration | |-|-|-|-|-| | Anthony Roy | MRI machine installation | 0.5 | 60 minutes | 120 minutes | | Cindy Lisa | Laptop repair | 0.6 | 60 minutes | 100 minutes | | Cindy Lisa | MRI machine installation | 0.8 | 60 minutes | 75 minutes | | Alisa Chinoy | Laptop repair | 0.8 | 60 minutes | 75 minutes | | Ray William | Laptop repair | 1.2 | 60 minutes | 50 minutes | | Alex Ray | Laptop repair | 1 | 60 minutes | 60 minutes | [ ] {#configuring-agent-efficiency__simpletable_e3k_cmz_2dc} Explanation: For the laptop repair work order task, the best-suited technician is Ray William because this technician completes this type of task 10 minutes earlier than the planned work duration. For the MRI machine installation task, the best-suited technician is Cindy Lisa. ## Configuration overview {#configuring-agent-efficiency__section_h2c_vms_ldc} The steps for configuring Field Service Agent Efficiency are: 1. [Activate Field Service Agent Efficiency](https://www.servicenow.com/docs/oTC67LkKdcb2abwSXt497g "You can activate the Field Service Agent Efficiency plugin (com.snc.fsm_agent_efficiency) if you have the admin role. The application includes demo data and installs related plugins if they are not already installed.") Activating the Field Service Agent Efficiency (com.snc.fsm_agent_efficiency) plugin requires the admin role. 2. [Create or modify Agent Efficiency criteria](https://www.servicenow.com/docs/WGwOiZR60xMhoBkT_f7iVQ "Create or modify Field Service Agent Efficiency criteria to evaluate agent efficiency and calculate the work duration for a work order task.") 3. [Assign an Agent Efficiency value to agents](https://www.servicenow.com/docs/JgUm6xxIUhKgP0ecCeEueQ "Assign a Field Service Agent Efficiency criteria and efficiency value to agents to more accurately calculate work duration.") 4. (Optional) [Create or modify an Agent Efficiency determination rule](https://www.servicenow.com/docs/Cqa_XboSiynypkiSVArogw "Create or modify an Agent Efficiency determination rule for work order tasks.") 5. (Optional) Configure Field Service Agent Efficiency with Dynamic Scheduling to auto-assign tasks to the agents. For more information, see [Configuring Dynamic Scheduling](https://www.servicenow.com/docs/H_e9Fu1QuF01z7wzroLtnA "Configure dynamic scheduling to let dispatchers to easily assign, change, or cancel work tasks. Optimize work order task assignments and streamline field service operations by setting up dynamic scheduling according to your organization's requirements."). 6. (Optional) Configure Field Service Agent Efficiency with Intelligent Task Recommendations to recommend the best suited task for an agent based on the efficiency. For more information, see [Configuring Intelligent Task Recommendations](https://www.servicenow.com/docs/METa7rDfRIXZGWSR3vMDiw "Efficiently recommend tasks to agents using Intelligent Task Recommendations, a feature that aligns tasks with agents based on predefined policies and filtering conditions. Determine the applications through which you can access task recommendations."). 7. (Optional) Configure Field Service Agent Efficiency with Schedule Optimization to identify, schedule, and assign tasks to the most appropriate agent based on the agent efficiency and an accurate estimated duration. For more information see, [Configuring Schedule Optimization](https://www.servicenow.com/docs/7a5Fh10ARrNdhXjj7hCMLQ "Use Schedule Optimization to automate task assignment, create efficient schedules, and respond to changing conditions as they occur throughout the day."). {#configuring-agent-efficiency__ol_jhj_rrs_ldc} **Related concepts** * [Field Service Agent Efficiency](https://www.servicenow.com/docs/WujptIbae4V4p8RrVgvlGA "Field Service Agent Efficiency helps optimize task assignment and scheduling for work order tasks by accurately calculating the work duration for a work order task.")