Dispatcher Workspace
Dispatchers can efficiently manage field teams and customer experience to achieve positive outcomes for your organization through Dispatcher Workspace. Forecast potential problem areas before they arise and maximize operational efficiency for both field teams and customers.
[Omitted video] Description: Dispatcher Workspace Overview
Watch this short video to see how dispatchers use Dispatcher Workspace.
Dispatcher Workspace is the main working space for dispatchers, bringing speed and efficiency to field service scheduling. It provides dispatchers and managers with a complete view of tasks, teams, locations, and status. Dispatcher Workspace has a configurable layout so dispatchers can create a personalized display with custom filters, advanced search, and sort options. Task and agent cards can be customized to display relevant information.
Example: Assign HVAC Technician
A customer reports that their AC unit is not cooling. The system automatically assigns a qualified HVAC technician matched to the customer's location and service agreement, and the technician receives the job assignment with real-time status updates.
| Step | Actor | Action |
|---|---|---|
| 1 | Dispatcher | Reviews the queue |
| 2 | System | Evaluates technician fit |
| 3 | Dispatcher | Assigns the job |
| 4 | System | Notifies technician |
| 5 | System | Updates work order status to Dispatched |
Example: Optimize Technician Daily Route
A dispatcher assigns multiple work orders across different locations and needs to minimize technician travel time without manually reordering the schedule. Route Optimization evaluates all job locations, calculates the most efficient route, and reorders tasks automatically, reducing travel time and improving the number of jobs a technician can complete in a single shift.
| Step | Actor | Action |
|---|---|---|
| 1 | Dispatcher | Assigns multiple jobs |
| 2 | System | Evaluates job locations |
| 3 | System | Calculates optimal route |
| 4 | System | Reorders task schedule |
| 5 | Technician | Follows optimized route |
| 6 | System | Minimizes travel time |
Key features
With Dispatcher Workspace, you can manage work efficiently, simplify resource management, deliver on service level agreements, and maximize productivity. Key benefits of Dispatcher Workspace include:
-
Single workspace
See everything in one configurable screen, from unassigned tasks to technician schedules and maps. For more information, see Customize Dispatcher Workspace and Dispatcher dashboard.
-
Automated work assignment
Schedule work orders based on technician skills, parts, distance, recommendations, and access hours.
- Utilize dynamic scheduling to automatically assign work orders based on various factors, including skills, availability, and distance. For more information, see Dynamic scheduling.
- Streamline work assignments for crews by automating the scheduling process. For more information, see Field Service Crew Operations.
-
Route optimization
Reduce travel time and costs by visualizing and improving multiple technician routes simultaneously.
-
Intelligent task recommendations
Improve agent utilization through intelligent task recommendations. For more information, see Intelligent Task Recommendation.
-
Multiple time zones
Add multiple time zones to Dispatcher Workspace and quickly see where agents are located. This includes stacking time zones one on top of the other so the dispatcher doesn't have to show only one time zone at a time.
-
Assignment assistance
Quickly sort a list of the best agents to assign a work order task based on the criteria that dispatchers choose from.
-
Drag work assignments based on proximity, availability, and skills
Enable dispatchers to drag-and-drop work assignments so they can assign tasks to technicians based on proximity, availability, and the specific skills required. Dispatchers can see an overview of what times are available for technicians and the current distance from tasks. Dispatchers can then drag unassigned work onto available times for technicians.
Dispatchers can efficiently route work to technicians and monitor their performance. Route optimization determines the optimal route for them to service multiple locations.
-
Advanced filters
Advanced filters allow dispatchers to fine-tune their filtering of agents, contractors, crews, or equipment and find exactly what they're looking for.
-
Add agents
Dispatchers can add any agent that is part of a territory or assignment group they manage to Dispatcher Workspace. This allows dispatchers to quickly assign tasks on demand.
Related topics
---
title: Dispatcher Workspace
description: Dispatchers can efficiently manage field teams and customer experience to achieve positive outcomes for your organization through Dispatcher Workspace. Forecast potential problem areas before they arise and maximize operational efficiency for both field teams and customers.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/field-service-management/dispatcher-activities.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [Explore, Field Service Management]
---
# Dispatcher Workspace
Dispatchers can efficiently manage field teams and customer experience to achieve positive outcomes for your organization through Dispatcher Workspace. Forecast potential problem areas before they arise and maximize operational efficiency for both field teams and customers.
\[Omitted video\] Description: Dispatcher Workspace Overview
Watch this short video to see how dispatchers use Dispatcher Workspace.
Dispatcher Workspace is the main working space for dispatchers, bringing speed and efficiency to field service scheduling. It provides dispatchers and managers with a complete view of tasks, teams, locations, and status. Dispatcher Workspace has a configurable layout so dispatchers can create a personalized display with custom filters, advanced search, and sort options. Task and agent cards can be customized to display relevant information.
## Example: Assign HVAC Technician
A customer reports that their AC unit is not cooling. The system automatically assigns a qualified HVAC technician matched to the customer's location and service agreement, and the technician receives the job assignment with real-time status updates.
|Step|Actor|Action|
|----|-----|------|
|1|Dispatcher|Reviews the queue|
|2|System|Evaluates technician fit|
|3|Dispatcher|Assigns the job|
|4|System|Notifies technician|
|5|System|Updates work order status to Dispatched|
## Example: Optimize Technician Daily Route
A dispatcher assigns multiple work orders across different locations and needs to minimize technician travel time without manually reordering the schedule. Route Optimization evaluates all job locations, calculates the most efficient route, and reorders tasks automatically, reducing travel time and improving the number of jobs a technician can complete in a single shift.
|Step|Actor|Action|
|----|-----|------|
|1|Dispatcher|Assigns multiple jobs|
|2|System|Evaluates job locations|
|3|System|Calculates optimal route|
|4|System|Reorders task schedule|
|5|Technician|Follows optimized route|
|6|System|Minimizes travel time|
## Key features
With Dispatcher Workspace, you can manage work efficiently, simplify resource management, deliver on service level agreements, and maximize productivity. Key benefits of Dispatcher Workspace include:
- **Single workspace**
See everything in one configurable screen, from unassigned tasks to technician schedules and maps. For more information, see [Customize Dispatcher Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/dispatch-work-ui-builder.md) and [Dispatcher dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/dispatcher-dashboard.md).
- **Automated work assignment**
Schedule work orders based on technician skills, parts, distance, recommendations, and access hours.
- Utilize dynamic scheduling to automatically assign work orders based on various factors, including skills, availability, and distance. For more information, see [Dynamic scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/dynamic-scheduling.md).
- Streamline work assignments for crews by automating the scheduling process. For more information, see [Field Service Crew Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/field-service-crew-scheduling.md).
- **Route optimization**
Reduce travel time and costs by visualizing and improving multiple technician routes simultaneously.
- **Intelligent task recommendations**
Improve agent utilization through intelligent task recommendations. For more information, see [Intelligent Task Recommendation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/fsm-task-recommendation.md).
- **Multiple time zones**
Add multiple time zones to Dispatcher Workspace and quickly see where agents are located. This includes stacking time zones one on top of the other so the dispatcher doesn't have to show only one time zone at a time.
- **Assignment assistance**
Quickly sort a list of the best agents to assign a work order task based on the criteria that dispatchers choose from.
- **Drag work assignments based on proximity, availability, and skills**
Enable dispatchers to drag-and-drop work assignments so they can assign tasks to technicians based on proximity, availability, and the specific skills required. Dispatchers can see an overview of what times are available for technicians and the current distance from tasks. Dispatchers can then drag unassigned work onto available times for technicians.
Dispatchers can efficiently route work to technicians and monitor their performance. Route optimization determines the optimal route for them to service multiple locations.
- **Advanced filters**
Advanced filters allow dispatchers to fine-tune their filtering of agents, contractors, crews, or equipment and find exactly what they're looking for.
- **Add agents**
Dispatchers can add any agent that is part of a territory or assignment group they manage to Dispatcher Workspace. This allows dispatchers to quickly assign tasks on demand.
**Related topics**
[Configuring Dispatcher Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/configuring-dispatcher-workspace.md)
[Using Dispatcher Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/field-service-scheduling/using-dispatcher-workspace.md)
| title | Dispatcher Workspace |
| description | Dispatchers can efficiently manage field teams and customer experience to achieve positive outcomes for your organization through Dispatcher Workspace. Forecast potential problem areas before they arise and maximize operational efficiency for both field teams and customers. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/field-service-management/dispatcher-activities.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | ExploreField Service Management |