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:

• The Resource and utilization report, which is included with Field Service.
• The Work order summary report, which is included with Field Service.
• The Admin report, included with the Resource Scheduling Optimization Add-in.
• The Optimization summary report, included with the Resource Scheduling Optimization Add-in.

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

Important

Reports are intended to help dispatchers or scheduling managers improve their scheduling strategies and more efficiently schedule resources to improve customer satisfaction. Reports are not intended for use in making, and should not be used to make decisions that affect the employment of an employee or group of employees, including compensation, rewards, seniority, or other rights or entitlements. Customers are solely responsible for using Dynamics 365, including this Reports feature, and any associated feature in compliance with all applicable laws, including laws relating to accessing individual employee analytics and location.

Prerequisites

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

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

Administrators can provide access to reports 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. Select Show all tables.

6. Search for and select each of the following reports. Then, select the Read privilege for the 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 customized these entities, parts of it might 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

• Resource and utilization report
• Optimization summary report