Live Chat dashboards

The Live Chat dashboards display the live chat session and team performance metrics.

The dashboards are provisioned after deploying BMC Helix ITSM.

As a supervisor, you can use these metrics to determine the overall performance of the agents and issues that were resolved during the live chat session.


Out-of-the-box Live Chat dashboards

Dashboard nameDescriptionReference
Live Chat Team and Agent Performance 

As a supervisor or Live Chat administrator, you can view the performance of agents for each company or support queue in your system for the current day as well as the selected time period. The Live Chat dashboard displays metrics for the following attributes:

  • Ongoing live chat sessions for the day
  • Agent availability for the day
  • Number of chat sessions per queue
Live Chat team and agent performance dashboard
Live Chat Customer Experience

As a supervisor or Live Chat administrator, you can view the customer experience of live chat for each company or support queue in your system for the current day as well as the selected time period. The Live Chat dashboard displays metrics for the following attributes:

  • Average wait time in queue
  • Percentage of sessions that has wait time within the specified SLA
  • Re-assignment rate of the chat sessions
Live Chat customer experience dashboard
Live Chat Usage and Value

As a supervisor or Live Chat administrator, you can view the usage insights and value derived from Live Chat implementation for the selected company and region. 

Live Chat usage and value dashboard


Accessing the Live Chat dashboards

  • Live Chat dashboards can be accessed only by supervisors or administrators. To learn more about these roles, see Roles and permissions Open link in the Live Chat documentation.
  • 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.

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