BMC HelixGPT value realization dashboards
As a BMC HelixGPT administrator or a case BA, access the BMC HelixGPT value realization dashboards to gain an overview of BMC HelixGPT usage and analyze agents' performance, conversation details, escalations, and feedback.
These dashboards help you monitor the performance, adoption, and effectiveness of BMC HelixGPT in handling user queries and automating service interactions in your application. By analyzing these dashboards, you can identify patterns of BMC HelixGPT usage and assess the value these agents deliver.
By using the dashboards, you can find answers to questions such as:
- How many BMC HelixGPT conversations occurred during the given period? How many of these conversations were deflected, or escalated to live agents, or resulted in raising a service request?
- What is the mean time to reply to an incident, or the time taken to close the incident, by using the Service Collaborator agent?
- What is the percentage of knowledge articles generated and validated by using the Knowledge Curator agent?
- How many dashboards are created by using the Insight Finder agent?
- What is the reduction in SLA breach when an incident is resolved by using the BMC Helix Ops Swarmer agent?
- How much user feedback indicates usefulness or areas for improvement?
The following BMC HelixGPT value realization dashboards are available out-of-the-box:
| Dashboard | Purpose |
| Employee Navigator For ServiceNow Value Dashboard | View the metrics to get an overview of Employee Navigator for ServiceNow performance. |
| HelixGPT Conversation Dashboard | View the metrics to get an overview of BMC HelixGPT usage by applications that use BMC HelixGPT capabilities. |
| HKM Knowledge Curator Generation Dashboard | Monitor the article usage according to roles and locales. |
| HKM Knowledge Curator Value Dashboard | Analyze the impact of AI-driven article generation and validation. |
| Insight Finder Value dashboard | Understand how Insight Finder is used across your organization. |
| ISKM-Knowledge Curator Value Dashboard | Analyze the impact of AI-driven article generation and validation in BMC Helix Innovation Suite Knowledge Management (ISKM). |
| Ops Swarmer Value Dashboard | View the metrics to get an overview of Ops Swarmer performance and the value it delivers across operational workflows. |
| Service Collaborator Value Dashboard for BMC Helix Business Workflows | Analyze the effectiveness of capabilities that use BMC HelixGPT across service operations. |
| Service Collaborator Value Dashboard for BMC Helix ITSM | View the value delivered by Service Collaborator in incident management by comparing the key performance indicators of incidents when Service Collaborator is enabled and disabled in the organization. |
Customizing a dashboard
The administrator can customize existing dashboards or create completely new customized dashboards as per their requirements.
- To customize the out-of-the-box dashboard, create a copy of it and modify the panels. To learn more, see Copying and customizing an out-of-the-box dashboard.
- To configure BMC Helix Dashboards with additional customizations, see Configuring dashboards with additional customizations
- To create custom dashboards, see Creating and customizing dashboards.