Workforce Optimization for Field Service Manager Workspace dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Workforce Optimization for Field Service Manager Workspace dashboard

    The Workforce Optimization for Field Service Manager Workspace dashboard allows workspace managers to effectively monitor team performance and task status in real-time. It provides crucial insights into work order management and organizational performance, enabling managers to stay informed about tasks currently in progress, overdue tasks, and overall team productivity.

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    Key Features

    • Task Monitoring: Analyze work orders, including those that are unassigned or overdue.
    • Performance Tracking: Monitor key performance indicators like mean time to resolve work orders and agent utilization rates.
    • User Dashboard: Start your day by reviewing agent performance reports and navigating to actionable tasks.
    • Visualizations: Access various data visualizations such as:
      • Tasks by SLA
      • Pending approvals
      • Weekly new vs. closed work orders
      • Active agent status

    Key Outcomes

    By utilizing this dashboard, managers can:

    • Enhance organizational performance through informed decision-making.
    • Identify bottlenecks and improve task assignment processes.
    • Optimize team productivity and ensure compliance with service level agreements (SLAs).

    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.

    Dashboard showing active agent statuses and work order tasks filtered by priority and status.

    End user and roles

    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.
    		 sn_wfo_fsm.manager

    Access the Manager Workspace dashboard

    To open the dashboard, navigate to All > Workspaces > Manager Workspace.

    Use cases

    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.

    Indicators

    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

    Manager Workspace includes the following breakdowns:
    • Assignment Group
    • Date Range

    Data visualizations

    Manager Workspace provides the following visualizations.
    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.