Field Service Platform Analytics dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Field Service Platform Analytics dashboard

    The Field Service Platform Analytics dashboard in the Zurich release provides ServiceNow customers with detailed insights into the daily and weekly progress of work orders and work order tasks for assignment groups. It enables organizations to monitor key performance metrics related to work order management and agent productivity, helping optimize field service operations.

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    Access and Roles

    • wmadmin: Required to install and activate the Analytics and Reporting Solution.
    • wmmanager: Required to view the performance analytics for work orders and tasks.

    Users can access the dashboard by navigating to Field Service > Performance Analytics within the ServiceNow platform.

    Key Features

    • Performance Indicators: The dashboard highlights essential metrics such as:
      • Open work orders (not yet closed)
      • Mean time to resolve work orders
      • Percentage of productive time spent on work order tasks in the last 60 days
      • Agent utilization for work order tasks
      • Closed work orders count
      • Weekly comparison of new versus closed work orders
      • Comparison of planned versus actual duration for work order tasks
      • Weekly variance between planned and actual work order task durations
    • Breakdowns: Data can be segmented by Assignment Group, State, Assigned To, and Priority, providing granular visibility.
    • Filters: Users can filter results by Assignment Group using a single input reference control, enabling focused analysis on specific teams.

    Use Cases

    The dashboard is particularly useful for Field Service Managers to monitor overall agent productivity, utilization, and performance variance. It supports comparison of agents within assignment groups and helps identify deviations from planned task durations, aiding in resource planning and operational efficiency.

    The Field Service Platform Analytics dashboard displays the daily and weekly progress of work orders and work order tasks for your assignment groups.

    Overview dashboard with charts showing work order and work order task information organized by priority, stage, state, and assignment group.

    Required ServiceNow AI Platform roles

    • wm_admin to Install and activate this Analytics and Reporting Solution.
    • The wm_manager role is needed to view the performance of work orders and work order tasks.

    Access the Field Service Performance Analytics dashboard

    To open the dashboard, navigate to Field Service > Performance Analytics.

    Use cases

    For examples of how different people in your organization would use this dashboard, see these use cases.
    Table 1. Field Service Performance Analytics dashboard access by user role
    User Dashboard use

    Field Service Manager

    		 Measures overall agent productivity and agent utilization.

    Compares performance of agents within the assignment group.

    Measures variance from planned durations of tasks.

    Indicators

    The Field Service Performance Analytics dashboard presents the following key performance indicators:
    Open work orders
    Number of work orders that are not yet closed.
    Mean time to resolve work orders
    The average time taken to resolve work orders.
    % Productive time for work order tasks
    Number of hours agents spent working on the tasks in the last 60 days.
    % Agent utilization for work order tasks
    Number of agents assigned to work on the tasks in the last 60 days.
    Closed work orders
    Number of work orders in the closed state.
    Weekly new work orders vs closed work orders
    Comparison of total number of work order open in a week, and the number of work order closed in that week
    Planned vs Actual duration for work order tasks (hours)
    Comparison of total planned hours, for work order tasks and actual time taken to resolve work order tasks by agents.
    Weekly Variance from planned work order task duration
    Difference in hours between the planned duration and actual time taken to complete the work order tasks in a week.

    Breakdowns

    • Assignment Group
    • State
    • Assigned To
    • Priority

    Filters

    Table 2. Performance Analytics dashboard filters
    Name Type UI control type Description

    Assignment Group

    Reference

    		 Select Single Input

    Filter the work order tasks indicator results based on the selected assignment group.