Survey and CSAT Metrics for Assigned Groups dashboard

The Survey and CSAT Metrics for Assigned Groups dashboard displays the customer satisfaction metrics for a selected assigned group in a line of business. As a user with a functional role as case agent, case business analyst, or case manager with appropriate permissions, use this dashboard to track the performance of an assigned group and the case agents in the assigned group. This dashboard is based on the survey feedback submitted by users in BMC Helix Digital Workplace Advanced for cases. This dashboard displays the following metrics for a selected assigned group:

Customer satisfaction rating
Number of survey requests sent
Number of surveys completed
Requester wait time
Case resolution time
Top performing agents
Lowest rated agents

The following image shows the Survey and CSAT Metrics for Assigned Groups dashboard with sample data:

To view the Survey and CSAT Metrics for Assigned Groups dashboard

Log in to BMC Helix Dashboards.
In the left navigation pane, hover your mouse over the Dashboards icon and click Browse.
In the Helix Business Workflows Dashboard folder, click Survey and CSAT Metrics for Assigned Groups.

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Panels in the Survey and CSAT Metrics for Assigned Groups dashboard

The following table describes the panels in Survey and USAT Metrics for Assigned Groups dashboard:

Panel	Description	Example
Dashboard filters	Select the following filters to view the information on the dashboard: Line of business Company Assigned group 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 the d hh:mm:ss format.
Resolution time	Displays the average time taken by case agents to resolve cases. The resolution time is displayed in the d hh:mm:ss format.
CSAT rating	Displays the average customer satisfaction rating for the selected assigned group. 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 for the selected assigned group.
Surveys completed	Displays the total number of survey responses received from users in BMC Helix Digital Workplace Advanced for the selected assigned group.
Highest rated agents	Displays five agents with the highest rating in the selected assigned group. Hover the mouse on the bar chart to view the average rating for each case agent.
Lowest rated agents	Displays five agents with the lowest rating in the selected assigned group. Hover the mouse on the bar chart to view the average rating for each case agent.
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 assigned group.
Agent CSAT metrics	Displays the following metrics for each agent in the selected assigned group: Assignee full name Average rating Number of ratings Requester wait time Assigned group 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.