This documentation supports releases of BMC Helix Dashboards up to December 31, 2021. To view the latest version, select the version from the Product version menu.

Service Targets Against Cases dashboard

As a dashboard user, use this dashboard to view the metrics for service targets of cases and monitor the number of target SLAs met, missed, or in progress for the selected line of business. Service targets have associated statuses that indicate at what stage a case is and helps the case agents to monitor the progress of cases. This dashboard displays the percentage of SLAs breached, the number of service targets met, missed, and pending, service target status by site, and so on for the selected line of business.

The following image shows the Service Targets Against Cases dashboard with sample data:

image2021-8-16_10-27-15.png


To view the Service Targets Against Cases dashboard

  1. Log in to BMC Helix Dashboards.
  2. In the left navigation pane, hover your mouse over the Dashboards Manage_icon.jpg icon and click Manage.
  3. In the Helix Business Workflows Dashboard folder, click Service Targets Against Cases. 

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 Service Targets Against Cases dashboard

The following table describes the panels in the Service Targets Against Cases 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 for the last 30 days. You can filter the data by using the time range global filter.

image2021-8-16_11-5-36.png

image2021-8-16_11-25-55.png

Overall SLA breached

Displays the percentage of SLA breached cases.

image2021-8-16_14-25-38.png

Met

Displays the number of service targets achieved.

image2021-8-16_14-18-9.png

Missed goal

Displays the number of service targets missed.

image2021-8-16_14-20-3.png

Pending

Displays the number of service targets pending.

image2021-8-16_14-21-44.png

Missed goal pending

Displays the number of service targets pending out of the missed service targets.

image2021-8-16_14-23-12.png

Service target status of cases

Displays the number of service targets based on the status. Use this report to analyze how many service targets were missed, met, or are in progress.

The table lists the status, corresponding service targets, and provides a link to view the details of cases for the selected status.

Tip: Hover the mouse on the donut chart to view the service target count by status.

image2021-8-16_11-58-13.png

image2021-8-16_11-59-43.png

Service target status of cases by site

The bar chart lists the sites and associated service targets.

You can click the bar charts to view the case details with service targets for the selected site.

Use this report to analyze the service target status of cases at each site.

Tip: Hover the mouse over the bar chart to view the number of service targets based on the status for that site.

image2021-8-18_17-33-12.png

image2021-8-16_13-24-12.png

SLM team tracking

Shows the time spent by each team to work on the service targets attached to a case. Use this report to analyze which team spent the most time in resolving a case.

This report is available only if you have selected the Enable Team Tracking option while configuring measurement criteria for a service target. Learn more about how to configure a service target in Configuring-service-targets.

image2021-8-16_11-31-32.png

Related topics

BMC Helix Business Workflows dashboards vDec_2021


 

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