Survey and CSAT Metrics for Assigned Groups dashboard
The Survey and CSAT Metrics for Assigned Groups dashboard displays the customer satisfaction metrics for a selected assigned group in a line of business. As a user with a functional role as case agent, case business analyst, or case manager with appropriate permissions, use this dashboard to track the performance of an assigned group and the case agents in the assigned group. This dashboard is based on the survey feedback submitted by users in BMC Helix Digital Workplace Advanced for cases. This dashboard displays the following metrics for a selected assigned group:
- Customer satisfaction rating
- Number of survey requests sent
- Number of surveys completed
- Requester wait time
- Case resolution time
- Top performing agents
- Lowest rated agents
The following image shows the Survey and CSAT Metrics for Assigned Groups dashboard with sample data:
To view the Survey and CSAT Metrics for Assigned Groups dashboard
- Log in to BMC Helix Dashboards.
- In the left navigation pane, hover your mouse over the Dashboards icon
and click Browse. - In the Helix Business Workflows Dashboard folder, click Survey and CSAT Metrics for Assigned Groups.
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 Survey and CSAT Metrics for Assigned Groups dashboard
The following table describes the panels in Survey and USAT Metrics for Assigned Groups dashboard:
| Panel | Description | Example |
|---|---|---|
| Dashboard filters | Select the following filters 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. |
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| Requester wait time | Displays the average time taken by case agents to respond to cases. The wait time is displayed in the d hh:mm:ss format. |
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| Resolution time | Displays the average time taken by case agents to resolve cases. The resolution time is displayed in the d hh:mm:ss format. |
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| CSAT rating | Displays the average customer satisfaction rating for the selected assigned group. The CSAT rating ranges from 1 to 5, with 5 being the highest. |
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| Surveys sent | Displays the total number of survey requests sent to users in BMC Helix Digital Workplace Advanced for the selected assigned group. |
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| Surveys completed | Displays the total number of survey responses received from users in BMC Helix Digital Workplace Advanced for the selected assigned group. |
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| Highest rated agents | Displays five agents with the highest rating in the selected assigned group. Hover the mouse on the bar chart to view the average rating for each case agent. |
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| Lowest rated agents | Displays five agents with the lowest rating in the selected assigned group. Hover the mouse on the bar chart to view the average rating for each case agent. |
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| Survey response rate | Displays 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 assigned group. |
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| Agent CSAT metrics | Displays the following metrics for each agent in the selected assigned group:
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. |
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