Field Service Performance Analytics dashboard in the configurable workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Field Service Performance Analytics dashboard in the configurable workspace

    The Field Service Performance Analytics dashboard in the Zurich release provides ServiceNow customers with daily and weekly insights into work orders and work order tasks within their assignment groups. It supports tracking progress, productivity, and task durations to optimize field service operations.

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    Access to this dashboard requires the wmadmin role for installation and activation, and the wmdispatcher role to view performance metrics. Users can open the dashboard by navigating to All > Field Service > Performance Analytics within the platform.

    Key Features

    • Performance Indicators: The dashboard displays critical metrics including:
      • Open work orders – count of work orders not yet closed.
      • Mean time to resolve work orders – average resolution time.
      • % Productive time for work order tasks – hours agents spent on tasks over the last 60 days.
      • % Agent utilization for work order tasks – number of agents assigned to tasks over the last 60 days.
      • Closed work orders – count of work orders in the closed state.
      • Weekly new vs. closed work orders – compares open and closed work orders each week.
      • Planned vs. actual duration for work order tasks – compares planned hours to actual time spent.
      • Weekly variance from planned task duration – difference between planned and actual completion times.
    • Breakdowns: Data can be segmented by Assignment Group, State, Assigned To, and Priority to analyze performance across different dimensions.
    • Filters: Users can filter results by Assignment Group using a single input reference control, enabling focused analysis on specific teams or groups.
    • User Roles and Use Cases: Dispatchers can leverage the dashboard to measure overall agent productivity and utilization, compare agent performance across assignment groups, and monitor task duration variances against planned schedules.

    Key Outcomes

    ServiceNow customers using the Field Service Performance Analytics dashboard can expect to:

    • Gain clear visibility into work order progress and agent productivity on a daily and weekly basis.
    • Identify variances between planned and actual task durations to improve scheduling accuracy.
    • Monitor agent utilization effectively to optimize resource allocation.
    • Use filtered and segmented views to focus on specific assignment groups or priorities, enhancing management decision-making.

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

    Field Service Management

    Required ServiceNow AI Platform roles

    • wm_admin to Install and activate this Analytics and Reporting Solution.
    • The wm_dispatcher 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 All > 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. Use case scenarios for Performance Analytics dashboard
    User Dashboard use
    Dispatcher Measures overall agent productivity and agent utilization.

    Compares performance of agents across the assignment groups owned by the dispatcher.

    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. Filter options on the Performance Analytics dashboard
    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.