Channel dashboard

As a dashboard user, you can use the Channel dashboard to get the count of BMC Helix ITSM incidents and BMC Helix Business Workflows cases coming from different channels of self service and service desk. The following are some of the channels that the users use to raise BMC Helix ITSM incidents and BMC Helix Business Workflows cases:

  • Email
  • Chatbot
  • Digital Workplace
  • Other
  • ITSM
  • External
  • Agent
  • Live Chat

For instructions on creating or editing dashboards, see Configuring-dashboards-panels-and-queries. For information about dashboard concepts, see Setting-up-dashboards.

Related topic

Service-Request-Overview-dashboard


Example: Tracking channel of incident tickets raised

Susan, the service desk manager, wants to know how many people are using the self service channels to raise the incidents. For this, she accesses the Channel Dashboard to get the data of incidents raised from self service channels over past one month.

The following image shows the Channel dashboard with sample data:

Channel dashboard.png

For a list of icons and operations that are common across dashboards, see Orientation 1.

To view the dashboard

  1. On the left navigation pane, hover your mouse over the Dashboards icon dashboard_icon_dec_push.png and click Browse.

  2. Click the Helix ITSM folder and then click Channel 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 Channel dashboard

Panels

Description

Examples

Dashboard filters

You can filter the information on the dashboard for a particular organization.

Additionally, you can filter the data by using the date and time range global filter. By default, the search result displays the data of last 30 days.

Channel filter.png

Channel of Choice

Displays the number and percentage of BMC Helix ITSM incidents and BMC Helix Business Workflowscases received from different channels.

ChannelofChoice.png

Channel of Choice Trend

Displays trend of channels that are used to raise the BMC Helix ITSMincidents and BMC Helix Business Workflows cases by month.

ChannelofChoiceTrend.png

Shift Left Progress

Displays the inflow of all BMC Helix ITSMincidents and BMC Helix Business Workflowscases coming from different channels of self service and service desk.

ShiftLeftProgress.png

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*