Configuring organizational data for the Agent Outcomes

As an administrator, you can configure organizational data to make sure that the Agent Outcomes reflects your organization’s structure and priorities. By updating roles, goals, benchmarks, and cost inputs, the dashboard can calculate outcomes such as digital workforce capacity and financial impact using values specific to your organization.

The Agent Outcomes displays details for the prebuilt AI agents that are configured in it. You cannot view the details for agents that are customized or not preconfigured.

Configurable fields in the Agent Outcomes

In the Agent Outcomes, you can  configure the following fields:

Field	Description
Roles	Define your organization’s workforce structure by specifying roles, headcount, and FTE cost that must be used in outcome and value calculations. You can tag each role under ITSM or ITOM category. Use roles to represent functional groups within your organization, such as service desk tiers, operations teams, or governance roles.
Agent Mappings	Associate each AI agent with organizational roles to correctly attribute workload reduction, cost savings, and workforce impact. You can also map multiple roles to a single agent. Agent-role mappings determine which organizational roles an AI agent supports.
Custom Goals	Define and track organization‑specific goals that measure how AI agents contribute to strategic and operational outcomes. The custom goals reflect the business outcomes that your organization aims to achieve by using the AI agents.
Benchmarks	Configure reference benchmark values used to evaluate agent performance and determine progress against expected targets. The benchmarks serve as reference points to evaluate agent outcomes. They are used to calculate indicators for progress and outcome status.
Platform Costs	Specify the platform and LLM operating costs your organization uses. This data is used to calculate margins and net financial outcomes for AI agents.\ The platform costs define the AI agents' operating costs, so the dashboard can accurately calculate and display margins and net financial outcomes.

Before you begin

• To access the Agent Outcomes, make sure that BMC Helix Innovation Suite is deployed in your environment. 
• You must have the administrator role defined in the CTM: people form at the platform level.  For more information, see Roles and permissions in the BMC Helix ITSM documentation.

To open configuration settings

1. Log in to BMC Helix Portal and select Agent Outcomes.
2. Select the appropriate Agent and, if required, select the Date Range.
3. Click Configure.
   The Configuration panel opens with multiple sections for managing organizational data.

To configure roles

1. In the Configuration panel, click the Roles tab.
   
2. In the Add Role section, specify the role name.
3. Select the Category from the dropdown for the specified role.
4. Specify the FTE Cost and the Headcount for the specified role.
   The FTE cost specified must be the annual cost per FTE.
5. Click Add.

To configure agent mappings

1. In the Configuration panel, click the Agent Mappings tab.
2. From the list of agents, click the agent for which you want to map the role.
   
3. In the Add Role tab, select a role.

To configure custom goals

1. In the Configuration panel, click the Custom Goals tab.
   
2. In the Add Custom Goal section, specify the goal name.
3. Specify the Target value that represents the desired outcome and the Current value to represent the existing baseline.
4. Select the Unit for the goal, such as percentage %.
5. From the Business Case list, select the category that the goal supports, such as Customer Experience or Operational Efficiency.
6. From the Direction list, specify whether Higher is Better or Lower is Better for the selected metric.
7. Click Add to save the goal.

To configure benchmarks

1. In the Configuration panel, click the Benchmarks tab.
   
2. Review the list of benchmarks displayed for the selected dashboard Date Range. Each benchmark shows:
   • Industry Low and Industry High reference values.
   • The Current calculated value.
   • The Status, such as Below or Exceeds.
3. To update a benchmark value, click Edit in the Actions column for the required benchmark.
4. Modify the benchmark values as needed to align with your organization’s performance targets.
5. Click Save.

To configure platform costs

1. In the Configuration panel, click the Platform Costs tab.
   
2. In the Import LLM Model section, select an option from the LLM Model list.
   The list of LLM models is sourced from the HelixGPT Agent Studio, so if a model is not configured and utilized there, it will not be displayed here.
3. In the Cost for 1K Tokens field, specify the cost associated with the selected model.
   Though the label for this field is displayed as $, you can specify the value in any other currency. Specifying the value in any other currency than $ is not converted to $ costing. 
4. Click Add to import the model and save the cost configuration.

Related topic

Models in BMC HelixGPT