Contractor dashboard in the configurable workspace
Use this dashboard to review the status of work order tasks, agent rating, and work distribution by type and state.
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Field Service Contractor dashboard displaying work order task information, average agent rating, and non-compliant appointments. Additionally, graphical representations of work distribution by work type and state are displayed.
Field Service Contractor dashboard displaying work order task information, average agent rating, and non-compliant appointments. Additionally, graphical representations of work distribution by work type and state are displayed.
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.
- The wm_dispatcher role is needed to view work orders.
Access the contractor dashboard in the configurable workspace
To open the dashboard, navigate to Field Service > Workspaces > CSM/FSM Configurable Workspace.
Use cases
For examples of how different people in your organization would use this dashboard, see these use cases.
| 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
| Title | Type | Source table | Description |
|---|---|---|---|
| Non compliant appointments | Single Score |
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|\[wm\_task\]|Number of appointments not started on time.|
|\[wm\_task\]|Number of appointments not started on time.|
|Task rejects|Single Score
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|\[wm\_task\_rejection\]|Number of work order tasks rejected by the contractor manager.|
|\[wm\_task\_rejection\]|Number of work order tasks rejected by the contractor manager.|
|Close completed tasks|Single Score
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|\[wm\_task\]|Number of work order tasks closed by agents.|
|\[wm\_task\]|Number of work order tasks closed by agents.|
|Agents|Single Score
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|\[sys\_user\]|Number of agents associated with the contractor company.|
|\[sys\_user\]|Number of agents associated with the contractor company.|
|Average agent rating|Single Score
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|\[wm\_agent\_rating\]|Average rating of all the agents in the contractor company.|
|\[wm\_agent\_rating\]|Average rating of all the agents in the contractor company.|
|Task SLA breached|Semi Donut
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|\[task\_SLA\]|Data work order tasks that have breached the task SLA.|
|\[task\_SLA\]|Data work order tasks that have breached the task SLA.|
|Work distribution by work type|Pie
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|\[wm\_task\]|Percentage of work order tasks divided based on the type of work, such as install, break fix, and so on.|
|\[wm\_task\]|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
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|\[wm\_task\]|Percentage of work order tasks divided based on their real-time status, such as Assigned, Work in Progress, and so on.|
|\[wm\_task\]|Percentage of work order tasks divided based on their real-time status, such as Assigned, Work in Progress, and so on.|
Filters
| Name | Type | Description |
|---|---|---|
| Contractor | Reference | Filter the report results based on a selected contractor company or all. |
| Date Range | Date | Filter the report results based on the selected date range, such as last 30 days. |
Parent Topic:Analytics and reporting for Field Service Management