Contractor dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Contractor dashboard

    The Contractor dashboard provides a centralized view for internal managers to monitor the status of work order tasks, agents, agent feedback, and appointments related to contractor companies. It offers actionable insights into contractor performance and task progress, enabling efficient oversight and management.

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    Key Features

    • Role Requirement: Access requires the wmcontractormanagerint role to track work orders and agents.
    • Interactive Data Visualizations: Various charts and metrics summarize contractor activities, including task SLA breaches, non-compliant appointments, task rejections, and agent ratings.
    • Detailed Metrics:
      • Non Compliant Appointments: Counts appointments not started on time.
      • Task SLA Breach Status: Shows tasks that have breached their service level agreements.
      • Closed Complete Tasks: Number of tasks closed by agents.
      • Agents: Number of agents linked to the contractor company.
      • Task Rejections: Tasks rejected by the contractor manager.
      • Average Agent Rating: Aggregate rating of agents within the company.
      • Work Distribution by Work Type: Breakdown of tasks by categories such as install or break fix.
      • Work Distribution by State: Real-time task status distribution, e.g., Assigned or Work in Progress.
    • Filters: Users can filter dashboard data by contractor company and date range, allowing focused analysis of specific contractors or time periods.

    Key Outcomes

    By using this dashboard, ServiceNow customers can effectively track contractor performance, identify SLA breaches and task delays, assess agent productivity and feedback, and gain insights into work order distributions. This enables proactive management of contractor engagements and helps maintain service quality and compliance.

    Use this dashboard to review the status of work order tasks, agents, agent feedback, and appointments of contractor companies.

    Contractor dashboard with graphical representations organized by work type and state. For the text description, refer to the table in the Reports section.

    Required ServiceNow AI Platform roles

    The wm_contractor_manager_int role is needed to track the status of work orders and agents from the contractor companies.

    Use cases

    The following use case provides an example of how an internal manager would use this dashboard.
    Table 1. Use case scenarios for Contractor dashboard
    User Dashboard use
    Internal manager Reviews the work order task progress and agent feedback results based on the selected contractor company and date range.

    Click any area of a chart to see the corresponding records.

    Data visualizations

    Table 2. Overview of data visualizations on the Contractor dashboard
    Title Type Source table Description
    Non Compliant Appointments Single Score [wm_task] Number of appointments not started on time.
    Task SLA Breach Status Semi Donut [Task_sla] Data work order tasks that have breached the task SLA.
    Closed Complete Tasks Single Score [wm_task] Number of work order tasks closed by agents.
    Agents Single Score [Sys_user] Number of agents associated with the contractor company.
    Task Rejections Single Score [wm_task_rejection] Number of work order tasks rejected by the contractor manager.
    Average Agent Rating Single Score [wm_agent_rating] Average rating of all the agents in the company.
    Work Distribution By Work Type Pie [wm_task] Percentage of work order tasks divided based on the type of work, such as install, break fix, and so on.
    Work Distribution by state Pie [wm_task] Percentage of work order tasks divided based on their real-time status, such as Assigned, Work in Progress, and so on.

    Filters

    Table 3. Filter options on the Contractor dashboard
    Name Filter type UI control type Description
    Contractor Reference Select Single Input Filter the report results based on a selected contractor company or all.
    Date Range Date Select Single Input Filter the report results based on the selected date range, such as last 30 days.