Agent work and schedule status
Summarize
Summary of Agent Work and Schedule Status
This document outlines how to view and interpret an agent's work and schedule status using the ServiceNow platform. Understanding these statuses helps in effectively managing field service operations and ensuring agents are on track with their tasks.
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Key Features
- Work Status: The system automatically updates an agent's work status based on their actions. Possible statuses include:
- On route: When traveling to a task
- On site: When working on a task
- Off shift: No tasks scheduled for the day
- Schedule Status: This indicates how an agent's schedule aligns with their tasks, including:
- Ahead of schedule
- On time
- Behind schedule (various timeframes)
- Configuration: To display agent work and schedule statuses in user records, navigate to User Administration > Users and configure the respective fields.
Key Outcomes
By effectively monitoring work and schedule statuses, ServiceNow customers can:
- Ensure agents are accountable and on track with their tasks
- Optimize field service operations by identifying potential delays
- Enhance communication and planning based on real-time updates
View an agent's work status and schedule status as they complete their tasks.
Work status
To evaluate the agent's work status, the system checks the action that the agent takes when updating a task and interprets it as a status.
- On route
- On site
- Off shift
For example, when the agent starts travel to a task, the system considers the agent's status as On route. When the agent starts to work on a task, the agent's status is updated to On site. When an agent closes or cancels a task, the agent's status is updated to None in preparation for travel to the next task.
Off shift agent status indicates that the Field Service agent doesn't have any assigned tasks scheduled for the day.
You can view an agent's work status in the contextual side panel that opens when you click the agent's pin in the dispatch map or in an agent's user record. To display agent work status in the user record, navigate to and configure the User form to show the Work agent status field. This action puts the status field on all user records.
Schedule status
When you click an agent pin in the dispatch map, the agent profile appears. If a location shows more than one agent, you can select an agent to display their profile. You can view the status of the agent's schedule, which could be any of the following:
- Ahead of schedule
- On time
- Behind schedule, less than 30 minutes
- Behind schedule, between 30 to 60 minutes
- Behind schedule, more that an hour
To display the agent schedule status in the user lists and records, navigate to and configure the User list and form to show the On schedule field. This action puts the schedule status field on all user records.
A Field Service Agent’s schedule status is determined when the agent selects start travel on the Mobile Agent Application. The Field Service Agent’s schedule status table below shows what the agent status will be based on when they select start travel.
| Agent status | When start travel was selected |
|---|---|
| Ahead of schedule | 20 minutes before the scheduled start travel time |
| On time | Within 3 minutes of the scheduled start travel time |
| Behind schedule, less than 30 minutes | 20 minutes after the scheduled start travel time |
| Behind schedule, between 30 to 60 minutes | 40 minutes after the scheduled start travel time |
| Behind schedule, more that an hour | 70 minutes after the scheduled start travel time |