Dynamics Community Forum Thread Details

Field Service Work Order Summary OOTB PoweBI Report - Incorrect Calculation

Hello dear community,

We are trying to use the Field Service OOTB Dashboards for monitoring.

One of the metrics displays the mean travel time (hours).

I checked the official documentation (Work order summary report - Dynamics 365 Field Service | Microsoft Learn) for its description :

So, for the last month, the dashboard showed 24.63 hours (see the screenshot above).

When I exported all technicians' travel time entries for that month, the average was approximately 1.6 hours (96.94 minutes). This reveals a significant discrepancy between the actual data and the dashboard value.

I cannot determine why the dashboard displays inaccurate data, nor can I find documentation explaining how this metric is calculated.

Looking forward to hearing from the experts,

Best regards

Categories:

Dynamics 365 Field Service

I don't 100% have an answer for you, but here are some things you can check.

Are the PowerBI report and your export using the same filters?
- Do the date ranges match up? Is one using Last month to mean anything in February, whereas the other is checking the equivalent of the last 30 days?
- Are there any additional filters either on your export or on the PowerBI report that could be changing what data is being shown and calculated against?
- The criteria states that this is only for Non-Agreement Work Orders, is that the same as your export?
Maybe PowerBI isn't logging it against the Time Entries, but rather against another table, such as Booking Timestamps or the Bookable Resource Booking itself? There might even be a field on the Work Order that gathers up all travel time that it is using. Have you checked any of those tables to see if they have different information in them than the time entry table does?

The discrepancy in time is large enough that I would imagine that you will know it when you see it. In my experience, Field Service likes to perform metrics on the automatically populated tables or fields, such as timestamps, as opposed to time entries which are manually populated by users and not consistently used by all orgs.

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NOTE: While doing some final checks before answering this question, I found the following link just one hop away from the link you provided. Leaving the top section there because it's still good information to check.

Reports overview - Dynamics 365 Field Service | Microsoft Learn

In it is the following statement showing the tables used in the report generation. As I had suspected, the Time Entry table is not being used. I would guess you want to do an export and review the Booking Timestamp table. If I had to guess, I would say that some technicians are switching their status to "Travelling" and then forgetting to switch it to something else, causing super long travel timestamps to be generated.