Agent work and schedule status

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Agent work and schedule status

    This feature enables ServiceNow customers to monitor Field Service agents' real-time work status and schedule adherence as they complete their tasks. It provides insights into whether agents are traveling, working on-site, or off shift, as well as how well they are keeping to their scheduled timelines.

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    Work Status

    The system evaluates an agent’s current activity on tasks to assign their work status, which can be:

    • On route: Agent is traveling to a task.
    • On site: Agent is working on a task.
    • None: Agent has closed or canceled a task and is preparing for the next.
    • Off shift: Agent has no tasks assigned for the day.

    Agents’ work statuses can be viewed in the dispatch map’s contextual side panel by clicking on their pin or within their user record. To show work status on all user records, administrators can configure the User form via User Administration > Users to include the Work agent status field.

    Schedule Status

    Schedule status reflects how an agent’s actual task timing compares to their planned schedule. Possible statuses include:

    • Ahead of schedule
    • On time
    • Behind schedule by less than 30 minutes
    • Behind schedule between 30 to 60 minutes
    • Behind schedule by more than an hour

    Schedule status is determined when the agent selects “start travel” in the Mobile Agent Application, based on the time difference from their scheduled start travel time:

    • Ahead of schedule: 20 minutes before scheduled start travel time.
    • On time: Within 3 minutes of scheduled start travel time.
    • Behind less than 30 minutes: 20 minutes after scheduled start travel time.
    • Behind 30 to 60 minutes: 40 minutes after scheduled start travel time.
    • Behind more than an hour: 70 minutes after scheduled start travel time.

    This schedule status can be displayed in user lists and records by configuring the User list and form to include the On schedule field under User Administration > Users.

    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.

    An agent's work status can be one of the following:
    • 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 User Administration > Users 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 User Administration > Users 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.

    Table 1. Field Service Agent’s schedule status
    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