BMC Helix Virtual Agent channel usage and intent recognition dashboard
As a chatbot owner, use the Chatbot Overview dashboard to view the performance of each chatbot in your system. You can view the number of conversations by channels, chatbot transfer, and chat intent performance.
To learn about the roles and permission required to access the Chatbot Overview dashboard and creating custom panels, see BMC Helix Virtual Agent dashboards.
The following image shows the Chatbot Overview dashboard with sample data:
Important
The following panels in the Chatbot Overview dashboard are compatible with BMC Helix Innovation Suite version 22.1 only and these panels will continue to display an error until BMC Helix Innovation Suite version 22.1 is released:
- Chatbot self services
- Total knowledge searches
- Unsuccessful knowledge searches
- Top knowledge searches
After BMC Helix Innovation Suite version 22.1 is generally available, the data will be displayed and no additional configurations are required.
Before you begin
To access the dashboards, make sure that BMC Helix Innovation Suite is deployed in your environment.
Chatbot Overview dashboard filters
You can search reports in the Chatbot Overview dashboard by using the following filters:
- Chatbot name—Filter by the name of the chatbot, shown in the following image:
By default, all chatbots are selected in this filter. - Time range—Filter by the date range such as an hour, previous week, or previous month. By default, the selected time range is Last 30 days.
To view the Chatbot Overview dashboard
- Log in to BMC Helix Dashboards.
- In the navigation pane, hover your mouse over Dashboards
and click Manage. In the Helix Chatbot folder, click Chatbot Overview.
Tip
To quickly open the dashboard from the home page, mark it as a favorite by using the star icon. Additionally, after you open a dashboard, it is automatically available under Recently viewed dashboards on the home page.
Chatbot Overview dashboard panels
The following table describes the Chatbot Overview dashboard panels:
| Chatbot Overview dashboard panel | Description | Example |
|---|---|---|
| Unique users | Displays the total number of unique users in the selected chatbot during the selected time range. |
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| Conversations | Displays the total number of chat conversations in the selected chatbot during the selected time range. The following actions are considered chat conversation:
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| Average conversations per user | Displays the number of average conversations per user in the selected chatbot during the selected time range. |
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| Chatbot self serviced | Displays the number of conversations that were resolved without a live agent for the selected chatbot during the selected time range. |
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| Total knowledge searches | Displays the number of conversations an end user searches for knowledge articles for the selected chatbot in the selected time range. |
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| Unsuccessful knowledge searches | Displays the number of conversations when the selected chatbot did not return any knowledge article in the selected time range. |
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| Service requests | Displays the number of service requests created from the selected chatbot during the selected time range. |
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| Live agent sessions | Displays the number of live agent escalations created from the selected chatbot during the selected time range. |
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| Conversations by channel | Displays the distribution of chat conversations per channel for the selected chatbot in the selected time range. |
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| One time users vs. returning users | Displays the percentage of end users who conversed with the selected chatbot only once against the percentage of end users who frequently used the selected chatbot during the same time range. |
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| Chatbot feedback | Displays the distribution of end user feedback for the selected chatbot in the selected time range. |
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| Implicit intents | Displays the intents that were not recognized (categorized as Irrelevant) along with general intents such as chatbot greeting or chatbot sign-off used for the selected chatbot in the selected time range. |
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| Most recognized intents | Displays the top five intents recognized for the selected chatbot in the selected time frame. |
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| Least recognized intents | Displays the five least-recognized intents for the selected chatbot in the selected time frame. |
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| Conversation trend | Shows the trend of conversations over time versus the number of end users for the selected chatbot in the selected time range. |
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| Top knowledge searches | Shows the top five search queries entered by the end users for the selected chatbot in the selected time range. |
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