Workplace Service Dashboard

Use the Workplace Service Dashboard to track workplace-related cases, address them in a timely manner, and manage the workload of team members efficiently. You can view the metrics for cases created in BMC Helix Business Workflows for the following key areas of workplace maintenance:

  • Reactive maintenance: It involves responding to workplace issues after it has occurred, such as temperature adjustment in the training room, fixing the blinking light in the office corridor or refilling pantry supplies.
  • Preventive maintenance: It involves regular scheduled maintenance of workplace assets, such as elevators, air handler units, and electrical systems, to keep them functioning and prevent any unexpected failures. 

Related topics


Example: View pending reactive cases and open critical cases

Bob, a workplace supervisor in Apex Global wants to view the number of pending reactive cases and the number of open critical cases in the last 90 days.

Bob performs the following steps to get the required information:

  1. Bob logs in to BMC Helix Dashboards and opens the Workplace Service Dashboard.
  2. In the Workplace Service Dashboard, in the Line of Business filter, he selects Facilities.
  3. In the time range filter, he selects Last 90 days.
    The dashboard displays the relevant data.

Bob views the Pending reactive panel and the Open critical panel to see the number of pending reactive cases and open critical cases.

The following image shows the Workplace Service Dashboard with the sample data:

23_1_02_WorkplaceServiceDashboard.jpg


To view the Workplace Service Dashboard

  1. From the navigation menu menu_icon.png, click Dashboards.

  2. Click the Helix Business Workflows folder and then click Workplace Service 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 image2021-12-1_17-11-57.png. Additionally, after you open a dashboard, it is available under Recently viewed dashboards on the home page.


Panels in the Workplace Service Dashboard

The Workplace Service Dashboard shows the number of open and pending reactive and preventive maintenance cases, open critical cases, open reactive cases created from preventive cases, reactive and preventive cases by category, priority, and site, and the team's workload.

The following table describes the panels in Workplace Service Dashboard:

Panel

Description

Example

Dashboard filter

Displays the following filters to view the information on the dashboard:

  • Line of business: Select Facilities line of business to view the workplace-related case details.
  • Assigned group: Select a support group to view details for that specific support group. The default value is All.
  • Site: Select a site to view details for that specific site. The default value is All.

By default, the dashboard displays data for the last 30 days. Filter the data by using the time range global filter.

23_1_02_DashboardFilters.jpg

23_1_02_WorkplaceDashboardTimeRangeFilter.jpg

Open reactive

Displays the number of open reactive cases.

23_1_02_WorkplaceOpenReactive.jpg

Pending reactive

Displays the number of pending reactive cases.

23_1_02_WorkplacePendingReactive.jpg

Open preventive

Displays the number of open preventive maintenance cases.

23_1_02_WorkplaceOpenPreventive.jpg

Open reactive from preventive

Displays the number of open reactive cases that are created from the preventive maintenance cases.

23_1_02_WorkplaceOpenReactiveFromPreventive.jpg

Open critical

Displays the number of open critical reactive and preventive maintenance cases.

23_1_02_WorkplaceOpenCritical.jpg

Open reactive cases by priority

Displays the number of open reactive cases by priority.

To view the reactive cases for a particular priority, click the corresponding area on the donut chart. The Case Details -Drill through dashboard displays the list of reactive cases. 


23_1_02_WorkplaceOpenReactiveByPriority.jpg

Open reactive cases by category tier 1 (Top 10)

Displays the top 10 categories that has the highest number of reactive cases.

To view the reactive cases for a particular category, click the corresponding area on the donut chart. The Case Details -Drill through dashboard displays the list of reactive cases in that category. 


23_1_02_WorkplaceOpenReactiveByCategory.jpg

Open reactive cases by site

Displays the number of reactive cases in each site, grouped by categories.

This report shows the categories under which the reactive cases are logged at each site.

To view the reactive cases for a particular category, click the corresponding area on the bar chart. The Case Details -Drill through dashboard displays the list of reactive cases in that category and site. 

23_1_02_WorkplaceOpenReactiveBySite.jpg

Open preventive cases by priority

Displays the number of open preventive cases by priority.

To view the preventive cases for a particular priority, click the corresponding area on the donut chart. The Case Details -Drill through dashboard displays the list of preventive cases by priority. 

23_1_02_WorkplaceOpenPreventiveByPriority.jpg

Open preventive cases by category tier 1 (Top 10)

Displays the top 10 categories that has the highest number of preventive cases.

To view the preventive cases for a particular category, click the corresponding area on the donut chart.

The Case Details -Drill through dashboard displays the list of preventive cases in that category. 

23_1_02_WorkplaceOpenPreventiveByCategory.jpg

Open preventive cases by site

Displays the number of preventive cases in each site, grouped by categories.

This report shows the categories under which the preventive cases are logged at each site.

To view the preventive cases for a particular site, click the corresponding area on the bar chart. The Case Details -Drill through dashboard displays the list of preventive cases in that category and site. 

23_1_02_WorkplaceOpenPreventiveBySite.jpg

Open cases by assignee

Displays the number of open cases assigned to case agents, grouped by priority.

This report helps in analyzing the workload of team members.

To view the cases for a particular priority, click the corresponding area on the bar chart. The Case Details - Drill through dashboard displays the list of cases by priority. 

23_1_02_WorkplaceOpenCasesByAssignee.jpg





 

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