Channel dashboard

As a dashboard user, you can use the Channel dashboard to get the count of BMC Helix ITSM incidents and BMC Helix Business Workflows cases coming from different channels of self service and service desk. The following are some of the channels that the users use to raise BMC Helix ITSM incidents and BMC Helix Business Workflows cases:

• Email
• Chatbot
• Digital Workplace
• Other
• ITSM
• External
• Agent
• Live Chat

Example: Tracking channel of incident tickets raised

Susan, the service desk manager, wants to know how many people are using the self service channels to raise the incidents. For this, she accesses the Channel Dashboard to get the data of incidents raised from self service channels over past one month.

The following image shows the Channel dashboard with sample data:

For a list of icons and operations that are common across dashboards, see Orientation.

To view the dashboard

1. On the left navigation pane, hover your mouse over the Dashboards icon and click Browse.

2. Click the Helix ITSM folder and then click Channel Dashboard.

   Tip: Quick access from the home page

   To quickly open the dashboard from the home page, mark it as a favorite by using the star icon. Additionally, after you open a dashboard, it is available under Recently viewed dashboards on the home page.

Panels in the Channel dashboard