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.
From the navigation menu , click Dashboards.
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.
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.
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.
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.
Surveys sent	Displays the total number of survey requests sent to users in BMC Helix Digital Workplace Advanced.
Surveys completed	Displays the total number of survey responses received from users in BMC Helix Digital Workplace Advanced.
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.
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.
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.
Assigned group CSAT metrics	Displays the following metrics for each assigned group in the selected line of business: Assigned group Average rating Requester wait time Resolution time Assigned company 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.
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.