--- sourceDocument: Yokohama Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/field-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Field Service Management ft:clusterId : - fsm bundleId : - fsm workflow : - Customer and Industry --- # Using Dispatcher Workspace # Using Dispatcher Workspace {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](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 Using Dispatcher Workspace Dispatcher Workspace is a configurable scheduling application designed to help ServiceNow customers efficiently route work to field service agents and monitor their performance. It includes the Dispatcher Dashboard and Dispatcher Workspace within the CSM/FSM Configurable Workspace. The Dispatcher Dashboard provides real-time operational data such as pending critical dispatch tasks, SLA breaches, agent schedules, presence status, and a dispatch map showing agent and task locations. Show full answer Show less ## Key Features * **Scheduling and Dispatching:** Enables scheduling and dispatching of work order tasks with visibility into technician availability and schedules. * **Task and Agent Card Customization:** Allows customization of fields shown on task and agent cards to display relevant information. * **Task Management:** Supports flagging tasks for later attention, searching tasks, and managing work order tasks directly from the workspace or maps, including auto-assignment, time recording, information requests, and cancellations. * **Agent Calendar Management:** Provides views of technician schedules, assignments, personal events, and allows management of these calendars. * **Geolocation and Dispatch Maps:** Displays real-time locations of tasks and agents on maps, supporting route visualization and optimization for efficient task management. * **Workforce Optimization Integration:** Integrates with Workforce Optimization for Field Service to view schedules and assign tasks accordingly. * **Appointment and Crew Management:** Facilitates managing customer appointments from task forms, creating crews, assigning crews to tasks, and adding agents ad hoc. * **Intelligent Task Recommendation:** Enhances agent utilization by recommending tasks intelligently. ## Practical Benefits for ServiceNow Customers * Gain real-time visibility into field service operations and agent performance. * Improve scheduling accuracy and resource utilization by optimizing task routes and leveraging intelligent recommendations. * Customize workspace views to focus on the most relevant task and agent information. * Efficiently manage appointments, crews, and agent calendars to streamline field service delivery. * Ensure SLA compliance by monitoring associated SLA records for work orders. Dispatcher Workspace is a configurable scheduling application that enables you to efficiently route work to field service agents and monitor their performance. The CSM/FSM Configurable Workspace contains the Dispatcher Dashboard and Dispatcher Workspace. * The Dispatcher Dashboard is the home page and displays the real-time data of the operations and performance of field service agents across their assignments in your organization such as. * Statistics on critical pending dispatch tasks and SLAs breached. * Field service agents who are behind the schedule. * Instant visibility into the agents' presence status such as On site, Off shift, On Route etc. * Dispatch map with the visual indicators for location of the field service agents and work order tasks. {#using-dispatcher-workspace__ul_qg5_tsn_krb} * The Dispatcher Workspace facilitates the following tasks: * Schedule and dispatch work order tasks. * Apply filters to manage task visibility. * Personalize task cards with customized information. * View schedules and availability of technicians. * Monitor performance metrics of technicians. * View the locations of tasks and agents on the dispatch map. {#using-dispatcher-workspace__ul_qfj_m2k_wxb} {#using-dispatcher-workspace__ul_zxm_qqg_wqb} The following table provides an overview of the dispatcher's tasks in the Dispatcher Workspace.{#using-dispatcher-workspace__table_ksw_gpr_4nb__entry__2} | Task | Description | |-|-| | [Customize information on task cards and agent cards](https://www.servicenow.com/docs/JNTaJzNdus2gsOMf~aUlug "Customize the fields that appear on the task cards and agent cards to display certain information in Dispatcher Workspace.") | Customize the fields to appear on the task and agent cards in the Dispatcher Workspace. | | [Flag a work order task](https://www.servicenow.com/docs/ygUNXfkVDDB_COtQRiKh7A "Flag tasks that you want to work on at a later time.") | Flag tasks that you want to work on at a later time. | | [Search work order tasks](https://www.servicenow.com/docs/ccdh7XWTKO7ln_rG5BPqlg "Minimize scrolling and filter tasks that show in the task panel. Quickly search by keyword, or see all the tasks assigned to a group or territory.") | Search the tasks in the Dispatcher Workspace task panel. | | [Manage work order tasks](https://www.servicenow.com/docs/jANFVWxRgYBy3CPh~pTdhA#manage-work-order-tasks-dw "Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task.") | Manage work order tasks from Dispatcher Workspace, Dispatch map, and Task map. Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task. | | [Managing agent calendar](https://www.servicenow.com/docs/azkfnS_nVGC6sjJrOuqhBA "Customer service agents and field service technicians can use the agent calendar to see work schedules and assignments and also add personal events such as meetings or appointments.") | Customer service agents and field service technicians can view and manage work schedules, assignments, and personal events in the agent calendar. | | [Viewing agents and tasks in the Dispatcher Workspace map](https://www.servicenow.com/docs/H0R1ul2abmRTNmIfavnCnQ "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.") | View tasks and agents in the field using geolocation data in the dispatch map. | | [Viewing an agent's calendar](https://www.servicenow.com/docs/taGCuCZIoBl1I5RPP6uiRw "You can view an agent's schedule, availability, personal events, and tasks that are either assigned or work in progress.") | View an agent's schedule, availability, personal events, and assigned or in-progress tasks | | [Viewing an agent's calendar](https://www.servicenow.com/docs/taGCuCZIoBl1I5RPP6uiRw "You can view an agent's schedule, availability, personal events, and tasks that are either assigned or work in progress.") | View SLA record for all the work order tasks that are associated with work orders that have SLAs. | | [Show and optimize the agent task route in Dispatcher Workspace](https://www.servicenow.com/docs/4trPwzhLVp~cGc_F7EB_nQ "View agent records, agent schedules, and view or optimize the scheduled task route of an agent for that day. You can help them manage their schedules and tasks more efficiently.") | View an agent's scheduled task route on the dispatch map and optimizing task routes for efficient schedule and task management | | [Use Workforce Optimization for Field Service](https://www.servicenow.com/docs/5QQpE8kqNG0hjU5pRkhZlQ "Enhance the quality and efficiency of your teams using smart scheduling, team structure, and real-time refreshing single scores. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.") | View the agent's schedule and events from the Workforce Optimization for Field Service application and assign work order tasks accordingly. | | [Manage appointments](https://www.servicenow.com/docs/CRpjK0g5a98F6QOT07IRug "Book, reschedule, and cancel appointments for available services.") | Manage customer appointments from work order task forms | | [Manage crew operations](https://www.servicenow.com/docs/9yOsfZvYmizPIjN3Klh4_A "Simplify your scheduling process and create a crew of Field Service agents that can be assigned to work together using the Field Service Crew Operations feature.") | Create and manage crews, assign crews to work order tasks, and adding ad hoc agents to a crew | | [Intelligent Task Recommendation](https://www.servicenow.com/docs/JRnR9No~E8a~hVreSYkivw "The ServiceNow Intelligent Task Recommendation feature helps dispatchers to improve agent utilization by recommending tasks to fill agent schedules. Agents can also view the recommended tasks and assign them to themselves using the ServiceNow Agent mobile app.") | Improve agent utilization through intelligent task recommendations | [Table 1. Dispatcher tasks] {#using-dispatcher-workspace__table_ksw_gpr_4nb} **Related concepts** * [Configuring Dispatcher Workspace](https://www.servicenow.com/docs/MHvQHUKdXqUZTiTxUq99Sg "Configure the Dispatcher Workspace to optimize task management and agent assignments.") * [Dispatcher Workspace](https://www.servicenow.com/docs/Nxv_sSSyQc~hBmlQFYOMzQ "Dispatchers can efficiently manage field teams and customer experience to achieve positive outcome for your organization through Dispatcher Workspace. Forecast potential problem areas before they arise and maximize operational efficiency for both field teams and customers.")