Service Level Management reports for cases
Service targets help agents to monitor the progress of cases. Service targets have associated statuses that indicate at which stage a case is.
BMC Helix Business Workflows provides the following out-of-the-box reports:
Report name | Display type | Description | Filter(s) | Purpose |
|---|---|---|---|---|
Service Target Status of Cases | Interactive pie chart | Shows the service targets by their status. The table lists the status and associated service targets, and provides a link to view the service targets. Tip: Click the pie chart to view the case details based on their service targets. | No filters | Use this report to analyze how many service targets were missed, met, or are in progress. |
Team Tracking Report | Table | Shows the time spent by each team to work on the service targets attached to the case, and provides a link to view the case. This report is available only if you have selected the Enable Team Tracking option while configuring measurement criteria for a service target. For information about how to configure a service target, see Configuring-service-targets. | Case ID, Service Target Name, Measurement Status, Assigned Group. Note: If you change the browser locale and specify a value in Measurement Status, the value is displayed in the English language. | Use this report to analyze which team spent the most time in resolving a case. |
Service Targets of Cases by Site | Interactive bar chart | Shows the number of service targets attached to cases created at various sites. The bar chart lists the sites and associated service targets, and provides a link to view the service targets. Tip: Click the bar chart to view the case details based on sites. | Site, Priority, Case Status | Use this report to analyze the cases created by site. |