Viewing agents and tasks in the Dispatcher Workspace map
Summarize
Summary of Viewing agents and tasks in the Dispatcher Workspace map
The Dispatcher Workspace map in ServiceNow's Dispatcher Dashboard and Workspace enables dispatchers to visually track, manage, and analyze agent assignments and work order tasks based on geolocation data. This map improves operational efficiency by showing the real-time locations of agents and tasks, helping dispatchers monitor on-time performance and task progress.
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Key Features
- Geolocation-based visualization: Displays tasks and agents as map pins representing their locations in the field.
- Contextual side panel: Selecting a map pin reveals detailed scheduling and task or agent record information for quick access.
- Map pin clusters: Groups nearby pins into clusters for a clearer overview; zooming into a cluster expands the view to individual pins.
- Dynamic task display: Pins reflect the current state of tasks (e.g., work in progress or closed) with unique icons, showing only tasks loaded in the calendar for performance optimization.
- Configurable task loading and cluster labels: Customers can adjust settings to load more tasks on the map and customize cluster labels to show total counts of tasks and agents.
- Agent location logic: Agent pins show either the location of their latest task (closed or in progress) or their default user record location if no active tasks exist.
- Performance limits: The map supports up to 2000 records loaded from tasks and schedules; exceeding this limit prompts users to refine queries to ensure complete data display.
Practical Considerations for ServiceNow Customers
Using the Dispatcher Workspace map allows dispatchers to efficiently manage field operations by providing a clear, interactive geographical overview of agents and tasks. It helps quickly identify scheduling issues, optimize routing, and access detailed task or agent records directly from the map interface. Customers should configure task loading preferences and cluster label settings to balance map clarity with performance, especially in environments with high task volumes.
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.
You can manage tasks and routing from the map, filter the view, and determine which agents are on time or behind schedule. The Dispatcher Workspace map uses geolocation data to display tasks and agents in field locations. When you select a map pin in the Dispatcher Workspace map, the record for that task or agent shows in the contextual side panel. The map pins serve as quick access points.
- The Dispatcher Workspace map view centers based on the map pin clusters. Map pin clusters group the map pins near one another into a single cluster. You can zoom in, zoom out, and view the map in full screen. Select the map cluster to zoom the map to show the map markers of work order tasks and agents.
- Map pins in the Dispatcher Workspace map mark the location of tasks and agents in the dispatcher's area. The icons serve as access points to corresponding records. Unique task pins are displayed based on the state of the work order task.
- Map pins corresponding to a single task or agent show in the contextual side panel with scheduling information.
- The map shows individual markers, not every task on the map. This is important because multiple tasks or agents might be at a single location, but only indicated by a single map marker.
- In order to optimize performance, the map only renders current tasks that are loaded on the calendar, not every single task that’s available. You can change this setting so that more tasks are loaded on the page, which will cause more markers to show on the map. For more information, see Determine the tasks to appear in the task panel.
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If you want to change each cluster to show the total count of tasks and agents, see the sn_fsm_disp_wrkspc.dispatcher_workspace.cluster_label property here: Configure the appearance of the map in Dispatcher Workspace.
- If an agent has a closed task today or a work in progress task, then the map pin shows the agent at the task location of whichever is latest: the task work end time for a closed task, or task work start time for a work in progress task. Otherwise, the map pin will show the agent's location in user record (the default location).