Introducing Tachyon Dashboards
It's important to measure or evaluate the way that your organization is performing in terms of your employee Digital EXperience (DEX). This measure lets you know how good your employee day-to-day experience is of your company's IT systems, how happy they are working in your company, and how likely they are to stay with you.
In many organizations, the ability to gain insight into your DEX KPIs involves gathering data from multiple applications and departments, then analyzing and correlating it to determine if the user experience and sentiment are trending up or down. A bigger challenge is understanding if the tools and processes you have in place are improving end-user productivity.
Over time, Tachyon Dashboards will introduce a number of overview dashboards into the that give top-level information on the performance of an organization regarding various aspects of their business as measured by Tachyon.
The new Exec Dashboard is the first such dashboard. It solves this challenge by presenting your DEX score and key metrics on a single pane of glass in an easily consumable format. It also provides data on the adoption and usage of the various platform components, so you can quickly see how it is benefiting both end-user productivity and issue resolution. When combined with a measure of employee perception of your IT department - via Sentiment surveys, you are able to quickly see trends impacting DEX across your organization.
The Exec Dashboard displays insights into the following areas:
Coverage – Volumetric Data (how much is being managed/covered by Tachyon)
Experience Insights – Actual Values and Trends that influence your DEX score, including employee perception of IT.
This release of Tachyon Dashboards is a 1E Labs release, and introduces the following new features:
Exec Dashboard
Exec Dashboard is an overview page in the Tachyon portal, mainly aimed at CIO executives, showing the benefits that Tachyon provides and highlighting how the company has been performing in terms of DEX over the past few months.
The CIO wants to ensure that their IT department is supporting the business goals of the company. Using the information displayed in the Exec Dashboard, the Exec DashboardCIO delegates tasks to IT managers in order to focus on high-level IT strategy and growth. The provides a focused set of charts that give them the big picture without overwhelming detail, so they can initiate the right conversations with their IT team. The Exec Dashboard shows the following information:
Summary tiles, each tile displays a number that indicates:
Total Operations - the total number of issues that were resolved during the selected calendar month by: manual actions, automated policy fixes (resolved using Guaranteed State policies), ITSM actions (service desk tickets), actions (requested using the Virtual Assistant chatbot), and other self-service requests made by end-users
Tachyon Managed Devices - the number of devices where the installed 1E Client has contacted Tachyon platform during the selected calendar month
IT Operations - the number of issues resolved by manual actions and automated policy fixes (resolved via Guaranteed State Policies)
Employee Requests - the number of issues resolved by ITSM actions, Virtual Assistant actions, and other self-service requests made by end-users.
DEX Scores - you can use this as an indicator of how well your IT systems are working for your end-users.
A summary chart showing the Experience related overall DEX score and individual Stability, Performance, Responsiveness, and Sentiment scores during the selected calendar month.
Score Trend: DEX - A chart plotting the overall daily DEX scores during the selected calendar month.
The CIO can also select to view details on What's Changed in DEX. This displays a drawer showing the top 10 largest deltas, up or down, for Experience metrics that have changed during the selected calendar month.
Perception of IT - a tile that shows the feedback given by end-users about their experience of IT services. It consists of averaged responses to the Perception Of IT sentiment survey
Displayed at the top of the tile, the total average of all the responses during the selected calendar month as it falls into one of the Very Good, Good, Average, Poor and Very Poor response ranges.
Displayed beneath that, a donut chart showing the average scores per user - according to which of the five response ranges each user's average falls within - plotted as a percentage of the total number of users that responded.
The CIO can also select to view details on the survey responses by clicking on the Detailed View link.
Operations - a bar chart showing, for each day in the selected calendar month, three bars that represent: the Actions, Policy Fixes, and ITSM, Virtual Assistant & Self-service operations that took place on that day.