Service Level Management reports for cases
Service targets help agents to monitor the progress of cases. Service targets have associated statuses that indicate at which stage a case is.
BMC Helix Business Workflows provides the following out-of-the-box reports:
|Service Target Status of Cases
|Interactive pie chart
Shows the service targets by their status.
The table lists the status and associated service targets, and provides a link to view the service targets.
Tip: Click the pie chart to view the case details based on their service targets.
|Use this report to analyze how many service targets were missed, met, or are in progress.
|Team Tracking Report
Shows the time spent by each team to work on the service targets attached to the case, and provides a link to view the case.
This report is available only if you have selected the Enable Team Tracking option while configuring measurement criteria for a service target. For information about how to configure a service target, see Configuring service targets.
Case ID, Service Target Name, Measurement Status, Assigned Group.
Note: If you change the browser locale and specify a value in Measurement Status, the value is displayed in the English language.
|Use this report to analyze which team spent the most time in resolving a case.
|Service Targets of Cases by Site
|Interactive bar chart
Shows the number of service targets attached to cases created at various sites.
The bar chart lists the sites and associated service targets, and provides a link to view the service targets.
Tip: Click the bar chart to view the case details based on sites.
|Site, Priority, Case Status
|Use this report to analyze the cases created by site.