Last updated: 2025-05-21

Source: https://support.freshdesk.com/support/solutions/articles/240228-tracking-your-field-team-performance

``` Note: Field Service Management (FSM) was initially launched as an add-on feature. However, after careful evaluation, we have decided to discontinue it.

Existing customers currently using FSM will continue to have access, and the product will be maintained in its current state. However, no further enhancements will be made, and FSM will no longer be available to customers who signed up after May 5, 2023. ```

The Performance Metrics report for Field Service Management helps you understand your team’s performance better, analyze any shortcomings, and take steps to improve them. This report can be accessed from the sidebar by going to Analytics → Field Service Performance report.

This report has four widgets:

  • Field technician performance: This widget helps you analyse the performance of each agent on your team by breaking down the number of tickets assigned to them and for each agent, it displays:

    • - Total number of service tasks assigned in the last 30 days

    - Total number of service tasks reopened

    - Total number of service tasks resolved, and

    - Total number of unresolved service tasks

    This should make it easier for you to spot outstanding performers on your team as well as agents who need additional help or training.

  • Service Group Performance: You can better monitor the performance of individual service groups using this widget and spot patterns in service request trends more easily. It helps you analyze the performance of each field service group granularly. This widget displays:

    • - Total number of service tasks assigned in the last 30 days

    - Total number of service tasks reassigned

    - Total number of service tasks reopened

    - Total number of service tasks resolved, and

    - Total number of unresolved service tasks With these metrics available at a glance, it should be easier for you to find out if any group is overburdened with tickets, which groups need to pick up their need additional help or training, and who the outstanding performers are.

  • Missed appointments per field technician: This widget gives you the total number of Service Tasks created in the last 30 days, for which agents have missed appointments. This widget should help you identify the service tasks that you need to pick up immediately. It will help identify which technician is facing difficulty with attending appointments and enable you to provide them with the help they need.
  • Missed appointments by service group: This widget shows the appointments that your various service groups have missed over the past 30 days. This widget will help you determine if the problems faced by a particular group are too difficult, if a service group has too crowded a schedule, and more. Individual technicians may miss appointments for a variety of personal reasons. But if there is a trend associated with a specific service group, then you will need to pay more attention and this widget helps you determine if that is necessary.

    • Each of these metrics and the data on the widgets can be explored further by clicking on their individual widgets. For example, if you click to explore 'Missed appointments per field technician', the 'Show Tabular Data' option will show you the ticket, requester name and status of each missed appointment. You can customize this table further by clicking on the gear icon on the top right and choosing the attributes you need.

    This tabular breakdown of your data can be customized to include specific metrics by clicking on the gear icon on the top right.

    You can also create a schedule to automatically generate the report and have it sent to your email (learn more about scheduling reports in analytics here). You can use the Email PDF option on the top right.