PanelDescriptionExampleDashboard filter

Select the Line of Business filter to view the information on the dashboard.

By default, the dashboard displays the data of last 30 days. You can filter the data by using the time range global filter.

Requester wait timeDisplays the average time taken by case agents to respond to cases. The wait time is displayed in d hh:mm:ss format.

Resolution timeDisplays the average time taken by the case agents to resolve cases. The resolution time is displayed in d hh:mm:ss format.

CSAT ratingDisplays the average customer satisfaction rating for the selected line of business. The CSAT rating ranges from 1 to 5, with 5 being the highest.

Surveys sentDisplays the total number of survey requests sent to users in BMC Helix Digital Workplace Advanced.

Surveys completedDisplays the total number of survey responses received from users in BMC Helix Digital Workplace Advanced.

Highest rated groups

Displays the top five highest rated assigned groups.

Hover the mouse on the bar chart to view the average rating for each assigned group.

Lowest rated groups

Displays the top five lowest rated assigned groups.

Hover the mouse on the bar chart to view the average rating for each assigned group.

Survey response rateDisplays the percentage of surveys completed out of the total number of survey requests sent to users in BMC Helix Digital Workplace Advanced for the selected line of business.

Assigned group CSAT metrics

Displays the following metrics for each assigned group in the selected line of business:

• Assigned group
• Average rating
• Requester wait time
• Resolution time
• Assigned company

Average ratings above 3.75 are displayed in green, ratings between 2.25 and 3.74 are displayed in yellow, and ratings below 2.24 are displayed in red.

Click a specific assigned group to view the Survey and CSAT Metrics for Assigned Groups dashboard for that assigned group.

Case templates by rating

Displays the average rating for each case template in the selected line of business. The rating ranges from 1 to 5, with 5 being the highest.

Average ratings above 3.75 are displayed in green, ratings between 2.25 and 3.74 are displayed in yellow, and ratings below 2.24 are displayed in red.