This documentation supports releases of BMC Helix Dashboards up to December 31, 2021. To view the latest version, select the version from the Product version menu.

BMC Helix Virtual Agent dashboards

The BMC Helix Virtual Agent dashboards display the metrics for a chatbot. The dashboards are provisioned after deploying BMC Helix Innovation Suite.

As a chatbot owner, you can use these metrics to determine the overall performance and effectiveness of the chatbot.

Related topics

Reporting and analyzing chatbot usage Open link

Orientation


The following video (4:23) provides an overview of the BMC Helix Virtual Agent reports:



 https://youtu.be/e6qE_A2x0lk


Out-of-the-box BMC Helix Virtual Agent dashboards

Dashboard nameDescriptionReference
Chatbot dashboard

As a tenant administrator, you can view the metrics for all chatbots in your system. The Chatbot dashboard displays metrics for the following attributes:

  • Successful live agent transfer
  • Most asked queries per chatbot
  • Conversation trend
BMC Helix Virtual Agent chat conversation details dashboard
Chatbot Overview dashboard

As a chatbot owner, you can view the metrics for a specific chatbot in your system. The Chatbot Overview dashboards displays metrics for the following attributes:

  • Chatbot channel usage
  • Intent recognition
  • Live chat sessions
  • Conversation trend
BMC Helix Virtual Agent channel usage and intent recognition dashboard

Chatbot user

Displays metrics for the following attributes:

    • User retention
    • User feedback
    • User departments and locations
BMC Helix Virtual Agent user engagement and feedback dashboard


Accessing BMC Helix Virtual Agent dashboards

  • BMC Helix Virtual Agent dashboard can be accessed only by administrators or application business analysts. To learn more about these roles, see Creating and modifying users Open link .
  • Only editors and administrators in BMC Helix Dashboards can create custom dashboards. To learn more about these roles, see Roles and permissions.


To create custom panels in the dashboard

You cannot modify the out-of-the-box dashboard.

To change the out-of-the-box reports, create a copy of the dashboard, and modify the panels. As an administrator or an editor, you can create custom panels in the dashboard by using the Service Management query type. To learn how to fetch data by using this query type, see Service Management query

For instructions about creating or editing dashboards, see Configuring dashboards, panels, and queries.


To track events and generate custom reports

As an administrator, you can create and track to generate custom reports for chatbot and display them in a dashboard panel. Learn how to  track and generate chatbot usage reports Open link

Was this page helpful? Yes No Submitting... Thank you

Comments