Reports overview

Reports are a collection of charts and visuals, built with Microsoft Power BI. They're based on a data set to get a quick view into core metrics. Resource and operations managers can monitor key operational metrics to gauge the performance of resources and their scheduling strategy. Reports can help explore important business-related questions, such as:

  • Are my resources being used efficiently over a given time period?
  • What is the average discrepancy between estimated and actual completion times for tasks and work orders?
  • Are tasks and resources being matched effectively?

With answers to these questions, scheduling managers can develop an effective resource scheduling strategy and that saves cost and time and improves customer experiences.

Dynamics 365 Field Service and the Resource Scheduling Optimization Add-in provide reports that focus on different scenarios and user needs:

  1. The Resource and utilization report, which is included with Field Service.
  2. The Work order summary report, which is included with Field Service.
  3. The Admin report, included with the Resource Scheduling Optimization Add-in.
  4. The Optimization summary report, included with the Resource Scheduling Optimization Add-in.
  5. Predictive work duration reports (preview) with the upcoming work duration and the territory duration reports in Field Service.

Other than editing filters and drill-down actions, the reports aren't configurable or customizable.


Reports are only available to users with System Administrator or Field Service-Administrator security roles.

Report name Required apps
Resource and utilization Field Service
Work order summary Field Service
Admin report Field Service
Resource Scheduling Optimization Add-in
Optimization summary Field Service
Resource Scheduling Optimization Add-in
Predictive work duration Field Service

Refresh cadence and data retention

The system refreshes the reports automatically once a day (every 24 hours). The report shows a time stamp in the top right corner when it was last updated.

A warning icon next to the time stamp on the report indicates a delay or an issue with the data refresh. Contact your system administrator to investigate or open a support ticket if the issue persists.

The system pauses the data refresh for reports that aren't opened for two weeks. When a user opens the report again, data will get refreshed in the next refresh cycle.

Report data get retained for 24 months. Storage file size automatically increases when using analytics features. If this increase causes issues or concerns, contact Microsoft Support.

Provide report access to a security role

By default, only administrators have access to the resource duration report. Administrators can provide access to others through security roles.

  1. In Field Service, go to Advanced Settings.

  2. Go to Settings > Security.

  3. Go to Security Roles.

  4. Select the security role that needs access to the reports (for instance, Field Service – Dispatcher).

  5. Go to the Custom Entities.

  6. Select the Read privilege for a report entity.

    • Resource duration (preview) - predictive duration report
    • Predictive duration (preview) - predictive duration report
    • Field Service historical analytics - work order summary report
    • Resource scheduling historical analytics - admin and optimization summary report
  7. Save and Close.

Now the Field Service - Dispatcher can see the corresponding report.

Supported regions for reports

Region Name
North America NAM
South America SAM
Canada CAN
Europe (except Germany) EUR
Asia Pacific Japan APJ
Australia OCE
Japan JPN
India IND
United Kingdom UK
United Arab Emirates UAE

Data model

The system uses the following list of entities to generate reports. If there's no data or you've customized these entities, parts of it may show blank.

Field Service entities:

  • bookableresource
  • bookableresourcebooking
  • msdyn_resourcerequirement
  • territory
  • calendarrule
  • bookableresourcegroup
  • bookingstatus
  • msdyn_bookingtimestamp
  • organization

Resource Scheduling Optimization entities:

  • resource
  • bookableresource
  • territory
  • bookableresourcebooking
  • msdyn_optimizationrequestbooking
  • msdyn_resourcerequirement
  • msdyn_priority
  • msdyn_routingoptimizationrequest
  • msdyn_routingprofileconfiguration
  • calendar
  • calendarrule
  • bookableresourcegroup
  • bookingstatus
  • organization

Next steps