Viewing BMC Helix Digital Workplace dashboards
Out-of-the-box BMC Helix Digital Workplace dashboards
BMC Helix Dashboardsprovides the following out-of-the-box dashboards to track the metrics of service requests submitted in BMC Helix Digital Workplace:
DWP Request Overview dashboard
The following BMC Helix Digital Workplace metrics are available in the DWP Request Overview dashboard:
- Number of requests raised
- Active service requests
- Fulfilled service requests
- Service requests awaiting approval
- Failed service requests
- Average age of service requests
- Top 10 requested categories
- Top 10 requested services
- Top 10 sites
Example: View the trend and effectiveness of services by using the DWP Request Overview dashboard
Petramco has recently introduced HR-related services, such as New Hire Provisioning, Business Application Request, and Parking Permit request, in its Asia-Pacific region offices. The service owner wants to view the trend and effectiveness of these services. The service owner filters the reports based on Company, Organization, Department, and Region to view this data:
The service owner observes the following trends and can take actions to improve the effectiveness of BMC Helix Digital Workplace:
Observed trend from the example reports | Possible action |
|---|---|
There are 653 requests waiting for approval. | Investigate the high number of requests waiting for approval. |
The average age of service request fulfillment is 4.97 days. | Investigate ways to bring down the average age of service request fulfilment. |
The Request new personal printer, Parking Permit Request, Business Application Request, and New Hire Provisioning are the most popular services. | None |
Service requests created from Pune and Melbourne are satisfactory. However, Canberra has the lowest service request creation numbers. | Investigate why Canberra has the lowest service request creation numbers. |
Printable DWP Request Details dashboard
The following BMC Helix Digital Workplace metrics are available in the Printable DWP Request Details dashboard:
- Customer information
- Request status
- Dates
- Request details
- Error details
Example: View the trend for submissions of service requests and their completion by using the Printable DWP Request Details dashboard
A support manager at Petramco fulfills service requests related to network issues. The manager wants to compare the submission time of completed service requests during the working day. To view this data, the manager filters the reports based on Company, Organization, Department, and Request State. The manager also selects the request IDs to investigate.
The support manager observes the following trends and can take actions to improve the effectiveness of BMC Helix Digital Workplace:
Observed trend from the example reports | Possible action |
|---|---|
The majority of service requests are submitted in the first half of the day. | Investigate the high level of service requests submitted in the first half of the day. The IT support department might change time for scheduled maintenance works. |
The majority of service requests are submitted by employees whose office desks are located in one cubicle. | Check whether the Ethernet cable is intact in that area. |
The Error details panel is empty. | None. The service request processing is efficient. |
DWP Virtual marketplace overview dashboard
The following BMC Helix Digital Workplace Catalog metrics are displayed in the DWP Virtual marketplace overview dashboard:
- Total services configured in the BMC Helix Digital Workplace Catalog
- Total virtual marketplaces available in the catalog
- Total services linked to the virtual marketplaces
- Count of user entitlements per marketplace
- Count of catalog templates per marketplace
- Marketplaces per service
- User access details by service
Example: View the summary of the virtual marketplaces and linked services, banners, and user entitlements
Hannah is a catalog administrator at Apex Global. She creates virtual marketplaces for various employee groups and links different services.
As a catalog administrator, she can quickly access information about virtual marketplace entitlements by using the DWP Virtual marketplace overview dashboard. This dashboard displays data such as the total number of services configured, entitlements per marketplace, marketplaces per service, and so on.
The following example demonstrates an example of how catalog administrators can leverage the DWP Virtual marketplace overview dashboard:
Scenario | Possible action |
|---|---|
The Sign SF-85 Document is a new request to replace the Sign SF-256 Document. As a catalog administrator, Hannah wants to verify the number of users entitled to the Sign SF-256 Document request and also wants to know user access details. | Observe the Marketplaces per service chart to understand the overall entitlements for the specific service. For the Sign SF-256 Document service, click UserDrill to get the list of users entitled to that service. |
DWP Customer Satisfaction Report dashboard
The following metrics are displayed in the DWP Customer Satisfaction Report:
- CSAT Average
- Survey Sent
- Surveys Completed
- Survey Response Rate
- Top 10 Requested Services
- Top 10 High Rated Services
- Top 10 Low Rated Services
Example: View the Customer Satisfaction Survey Average
Susan, a Service Desk Manager, wants to analyze the survey responses and ratings of her organization's overall customer survey cases.
Susan uses the DWP Customer Satisfaction Report to view all the customer survey responses and ratings, track the responses and analyze the trend of responses and ratings, thereby helping her organization to keep the organization's survey statistics in its compliant range.
The following examples illustrate how a support manager can use the Customer Satisfaction report dashboard to identify issues and take targeted actions for improvement.
| Scenario | Possible action |
|---|---|
| Among the Top 10 Requested Services, “VPN Access” has the highest request volume but a CSAT score of 65%, much lower than other services. | Conduct a root cause analysis for VPN-related issues, update troubleshooting guides, and provide quick-access self-service options to improve satisfaction. |
| The dashboard shows that Top 10 High Rated Services average 90% CSAT, while Top 10 Low Rated Services average only 60%, indicating inconsistency in service quality. | Review processes for low-rated services, assign service owners for accountability, and implement targeted training for agents handling those services. |
DWP Net Promoter Score Report dashboard
The following metrics are displayed in the DWP Net Promoter Score Report dashboard:
- Aggregated net promoter score (NPS)
- NPS breakdown
- Survey response rate
- Survey metrics
- 10 highest-rated services
- 10 lowest-rated services
- 10 most-requested services
- 10 least-requested services
Example: Assess the IT support satisfaction
After resolving IT support tickets, the Service Desk Manager sends out a short customer satisfaction survey to employees. One of the key questions asks:
“On a scale of 0 to 10, how likely are you to recommend our IT support services to a colleague?”
Responses are collected weekly. The Service Desk Manager reviews the DWP NPS Report to:
- Identify promoters (9–10) who are highly satisfied.
- Spot detractors (0–6) who may have had poor experiences.
- Calculate the NPS to gauge overall satisfaction.
- Analyze trends over time to detect improvements or declines.
- Take action by investigating low scores, addressing recurring issues, and improving service delivery.
The following example shows how a support manager can use the Net Promoter Score (NPS) report dashboard to pinpoint issues and drive targeted improvements.
| Scenario | Possible action |
|---|---|
| Among the 10 most-requested services, “Email Configuration” has a high request volume but is rated poorly by promoters and passives. | Review the process for email configuration, update documentation, and provide quick self-service guides to reduce complexity and improve user experience. |