Survey and CSAT Metrics for Line of Business dashboard
As a user with a functional role as case agent, case business analyst, or case manager with appropriate permissions, use the Survey and CSAT Metrics for Line of Business dashboard to view the overall customer satisfaction and track the performance of a specific line of business. The reports are based on the survey feedback submitted by users in BMC Helix Digital Workplace Advanced for cases. This dashboard displays the following metrics for a line of business:
- Customer satisfaction rating
- Number of survey requests sent
- Number of surveys completed
- Requester wait time
- Case resolution time
- Top performing assigned groups, and so on.
The following image shows the Survey and CSAT Metrics for Line of Business dashboard with sample data:
To view the Survey and CSAT Metrics for Line of Business 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 Line of Business 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 Survey and CSAT Metrics for Line of Business dashboard
The following table describes the panels in Survey and CSAT Metrics for Line of Business dashboard:
| Panel | Description | Example |
|---|---|---|
| Dashboard 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. |
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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 d hh:mm:ss format. |
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| Resolution time | Displays the average time taken by the case agents to resolve cases. The resolution time is displayed in d hh:mm:ss format. |
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| CSAT rating | Displays the average customer satisfaction rating for the selected line of business. 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. |
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| Surveys completed | Displays the total number of survey responses received from users in BMC Helix Digital Workplace Advanced. |
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| 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. |
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| 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. |
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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 line of business. |
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| Assigned group CSAT metrics | Displays the following metrics for each assigned group in the selected line of business:
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. |
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| 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. |
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