Workforce Optimization for Field Service Manager Workspace dashboard

Monitor your teams' work and organizational performance using Workforce Optimization for Field Service. Stay on top of the status of the tasks your teams are working on at a given time.

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Dashboard showing active agent statuses and work order tasks filtered by priority and status.

End user and roles

End user and goal	Required role
As a workspace manager, you can do the following:- Analyze the work order tasks your team is currently working on or tasks that have not yet been assigned. - Monitor tasks with SLAs that have been breached, escalated, or not been open for 30 days. - Track a team's work, chats, and work assignments to analyze the performance of your whole organization.	sn\_wfo\_fsm.manager

Access the Manager Workspace dashboard

To open the dashboard, navigate to All > Workspaces > Manager Workspace.

Use cases

User	Dashboard use
Manager	Monitor the work of your agents when you start your day, view reports that need your attention, and navigate to the tasks on which you want to take action. Analyze the performance of a specific team for a desired time period.

Indicators

Manager Workspace offers the following indicators:

Open work orders

Displays the number of open work orders.
Mean time to resolve work orders

Displays the average number of days required to resolve work orders
% Productive time for tasks

Displays the percentage of productive time and how much it has increased or decreased for a specified period.
% Agent utilization for tasks

Displays the percentage of agent utilization and displays how much it has increased or decreased for a specified period.

Breakdowns

Manager Workspace includes the following breakdowns:

Assignment Group
Date Range

Data visualizations

Manager Workspace provides the following visualizations.

Title	Type	Description
Tasks by SLA	Single Score Image omitted: icon-single-score-report.png </td><td> Number of breached and cancelled tasks.
Tasks by priority	Single Score Image omitted: icon-single-score-report.png </td><td> Number of critical and high priority tasks.
Pending approval	Single Score Image omitted: icon-single-score-report.png </td><td> Number of approval requests and requests that are due today.
Closed work orders	Stacked bar chart Image omitted: bar-stacked.svg </td><td> Displays the work orders that were closed by agents.
Weekly new vs. closed work orders	Line and Stacked bar chart	Displays the new and closed work orders that were assigned to the assignment group by week.
Planned vs actual task duration	Stacked bar chart Image omitted: bar-stacked.svg </td><td> Displays the planned duration for the job and the duration taken to finish.
Weekly variance from total planned duration	Line and Stacked bar chart	Displays the weekly variance from the total planned duration.
Active Agent Status	Single Score Image omitted: icon-single-score-report.png </td><td> Displays the number of agents and their statuses.
Active Work order tasks	Single Score Image omitted: icon-single-score-report.png </td><td> Displays the number of active tasks and their statuses.
Top assignment groups	Donut Image omitted: icon-donut-report.png </td><td> Displays the number of active work order tasks and how many tasks each assignment group has.
Pending tasks by status	Donut Image omitted: icon-donut-report.png </td><td> Displays the number of pending tasks and a breakdown of pending tasks according to status, such as Draft and Pending Dispatch.
Active Tasks by status	Donut Image omitted: icon-donut-report.png </td><td> Displays the number of active tasks and a break down of active tasks according to status, such as Accepted, Assigned, and Work in Progress.
Tasks by closure status	Donut Image omitted: icon-donut-report.png </td><td> Displays the number of closed tasks and a breakdown of closed tasks according to status, such as Closed Incomplete, Closed Complete, and Cancelled.
Tasks by status	List	Displays the list of active tasks by status.