Configuring Field Service Agent Efficiency
Summarize
Summary of Configuring Field Service Agent Efficiency
Field Service Agent Efficiency enables ServiceNow customers to define and use efficiency criteria to measure and apply an agent's pace in completing specific work order tasks. This functionality helps you more accurately estimate work durations and assign the best-suited agent for each task, improving scheduling and resource utilization.
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Agent Efficiency values range from 0 to 2:
- A value of 1 means the agent completes the task within the standard time frame.
- Values above 1 indicate faster completion than average.
- Values below 1 indicate the agent takes longer than average.
The estimated work duration is calculated by dividing the planned work duration by the agent’s efficiency value, enabling precise scheduling and workload forecasting.
Key Features
- Agent Efficiency Criteria: Define multiple efficiency criteria to capture different task types or skill sets.
- Agent Efficiency Values: Assign efficiency values to individual agents per criterion to reflect their actual performance.
- Dynamic Scheduling Integration: Optionally, configure Agent Efficiency to work with Dynamic Scheduling for automatic task assignment based on efficiency.
- Intelligent Task Recommendations: Optionally, use efficiency data to recommend the best tasks for agents.
- Schedule Optimization: Optionally, optimize schedules by considering agent efficiency and realistic task durations for better resource allocation.
Practical Application
Using Agent Efficiency, you can assign tasks more effectively. For example, for a laptop repair task, the system selects the agent who completes it faster than others, reducing overall work time. Similarly, for specialized tasks like MRI machine installation, the system identifies the technician with the best efficiency, ensuring timely completion.
Configuration Steps
- Activate the Field Service Agent Efficiency plugin (requires admin role).
- Create or modify agent efficiency criteria.
- Assign efficiency values to agents.
- Optionally, create or modify rules for determining agent efficiencies.
- Optionally, integrate with Dynamic Scheduling, Intelligent Task Recommendations, and Schedule Optimization for enhanced automation and scheduling.
This capability empowers you to make data-driven decisions for dispatching and scheduling, improving operational efficiency and service quality.
Configure Field Service Agent Efficiency to define Agent Efficiency criteria and values for agents and more accurately calculate the work duration for a work order task or combination of tasks.
Field Service agent efficiency is the pace at which an agent can complete a type of work order task. The values for Agent Efficiency for efficiency criteria range from 0 to 2, where a value of 1 signifies that the agent completes these tasks within the standard time frame. A value above 1 suggests the agent finishes these tasks faster than the average, while a value below 1 indicates the agent takes longer than the typical time needed to complete the task. Field Service Agent Efficiency for an agent can be defined for multiple criteria.
Field Service Agent Efficiency uses the following formula to calculate the estimated work duration based on the planned work duration and agent efficiency:
Estimated work duration = Planned work duration/Agent Efficiency
Goal: Ensure the best-suited agent is assigned the task by considering the efficiency of the agents for these particular tasks and accurately estimate the work duration.
Assume there are two qualified work order tasks that are ready to be dispatched, one for laptop repair and another for MRI machine installation.
| Technician | Agent Efficiency criterion | Agent Efficiency | Planned work duration | Estimated work duration |
|---|---|---|---|---|
| Anthony Roy | MRI machine installation | 0.5 | 60 minutes | 120 minutes |
| Cindy Lisa | Laptop repair | 0.6 | 60 minutes | 100 minutes |
| Cindy Lisa | MRI machine installation | 0.8 | 60 minutes | 75 minutes |
| Alisa Chinoy | Laptop repair | 0.8 | 60 minutes | 75 minutes |
| Ray William | Laptop repair | 1.2 | 60 minutes | 50 minutes |
| Alex Ray | Laptop repair | 1 | 60 minutes | 60 minutes |
Explanation: For the laptop repair work order task, the best-suited technician is Ray William because this technician completes this type of task 10 minutes earlier than the planned work duration.
For the MRI machine installation task, the best-suited technician is Cindy Lisa.
Configuration overview
- Activate Field Service Agent Efficiency
Activating the Field Service Agent Efficiency (com.snc.fsm_agent_efficiency) plugin requires the admin role.
- Create or modify Agent Efficiency criteria
- Assign an Agent Efficiency value to agents
- (Optional) Create or modify an Agent Efficiency determination rule
- (Optional) Configure Field Service Agent Efficiency with Dynamic Scheduling to auto-assign tasks to the agents. For more information, see Configuring Dynamic Scheduling.
- (Optional) Configure Field Service Agent Efficiency with Intelligent Task Recommendations to recommend the best suited task for an agent based on the efficiency. For more information, see Configuring Intelligent Task Recommendations.
- (Optional) Configure Field Service Agent Efficiency with Schedule Optimization to identify, schedule, and assign tasks to the most appropriate agent based on the agent efficiency and an accurate estimated duration. For more information see, Configuring Schedule Optimization.