Service Collaborator Value Dashboards for BMC Helix Business Workflows

The Service Collaborator Value Dashboard for BMC Helix Business Workflows measures the effects of capabilities that use BMC HelixGPT across enterprise service management. The dashboard provides comparative metrics, including MTTR, average response time, pending duration, usage metrics, and SLA adherence for BMC HelixGPT‑assisted and non‑assisted cases. In addition to measuring efficiency gains, the dashboard gives administrators clear visibility into the BMC HelixGPT use cases that are actively adopted and those that remain underutilized. This capability helps drive broader exploration and adoption of BMC HelixGPT features.

The following image shows the Service Collaborator Value Dashboard in BMC Helix Business Workflows with sample data:

Before you begin

To access the dashboards, make sure that BMC Helix Innovation Suite is deployed in your environment.

Service Collaborator Value Dashboard in BMC Helix Business Workflows filters

You can look for specific information on the dashboard by using the following filters:

Filter	Description	Example
Line of Business	Filter by the line of business, such as facilities, finance, or human resources.
Company	Filter by company name that is associated with the Service Collaborator Value Dashboard in BMC Helix Business Workflows
Assigned group	Filter by assigned groups.
Time range	Filter by the time range, such as Last 1 hour, Last 30 days, or Last 1 year. The default is 90 days.

To view the Service Collaborator Value Dashboard in BMC Helix Business Workflows

Log in to BMC Helix Dashboards
From the navigation menu, click Dashboards
In the HelixGPT folder, click Service Collaborator Value Dashboard

Panel	Description	Example
Total Cases	Displays the total number of cases for the selected time range.
# of Cases with vs. without Service Collaborator	Displays the number of cases that use and do not use Service Collaborator.
Cases using Service Collaborator	Displays the use cases that use Service Collaborator out of the total number of use cases that are resolved. The following Service Collaborator use cases are displayed in the panel: Ask Helix GPT Generate Case Resolution Auto Email Reply Automated Follow-up Case Summarization Case Template Prediction
Auto Email Reply Accuracy	Displays the percentage of cases, out of the total number of cases, that were reopened and not reopened after receiving a request.
MTTR	Displays the average time taken to resolve the cases within the selected time range for GPT and non-GPT cases.
Average Response Time	Displays the time between the case's creation date and its response date.
Average Pending Time	Displays the total time a case spends in Pending status.
# of cases with SLA Breached	Displays the total number of cases in which the SLA was breached.
Usage Trends
# of Unique Users interacted	Displays the number of unique users who use the GPT use cases within the selected time range.