BMC Helix ITSM Bounce Rate Dashboard

As a Service Desk Manager, use the Bounce Rate Dashboard to view the bounce rate of a support group for a selected interval.

Bounce rate is a metric that measures how many people visit your website and leave without opening any other pages. It is calculated by dividing the number of single-page sessions by the total number of sessions. A high bounce rate might indicate that the website is not engaging or relevant to your customers.

The Bounce Rate Dashboard provides information about the bounce rate of a website and other related parameters, such as incident transfers. A Service Desk Manager can use this information to improve the bounce rate of the website.

The following metrics are displayed in the Bounce Rate dashboard:

• Nucleus - Value dashboard for Support Group Assignment
  • Number of Incidents
  • Group Transfers
  • Bounce Rate
  • Incidents Not Transferred
  • Incidents Transferred once
  • Multiple Incident Transfers
• Bounce Rate% Over Months
• Incident Transfer Detail Report

Example: View the bounce rate in the last 30 days

Susan, a Service Desk Manager, wants to know how engaging her company's website is. She also wants to know the transfer trend of the incident-related data based on a selected security group for the last 30 days.

By using the Bounce Rate Dashboard, Susan can view the security group's bounce rate and the incident transfer trend and then can take the required actions to keep the bounce rate of the security group in the recommended range. She can also analyze and manage incident transfer statistics.

To view the dashboard

1. From the navigation menu , click Dashboards.

2. Click the Helix ITSM folder and then click Bounce Rate Dashboard.

   Tip

   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 Bounce Rate Dashboard