Live Chat Historic Data dashboard to view ticket deflection and abandoned chats

As a supervisor or administrator, you can view details about ticket deflection and abandoned chat sessions from your Live Chat implementation.

To learn about the roles and permissions required to access the Live Chat dashboard and create custom panels, see Live Chat dashboards.

The following image shows the Live Chat Historic Data dashboard with sample data for the last 30 days:


Live Chat Historic Data dashboard filters

You can search reports in the Live Chat Historic Data dashboard by using the following filters: 

  • Company—Filter by the name of the company, as shown in the following image:


  • Time range—Filter by the date range such as an hour, previous week, or previous month. By default, the selected time range is Today


Before you begin

To access the dashboards, make sure that BMC Helix ITSM is deployed in your system. 


To view the Live Chat Historic Data dashboard

  1. Log in to BMC Helix Dashboards.
  2. In the navigation pane, hover your mouse over Dashboards  and click Manage.
  3. In the Helix Live Chat folder, click Live Chat Historic Data.


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.


Panels on the Live Chat Historic dashboard

The following table describes the Live Chat Historic Data dashboard panels: 

Panel nameDescriptionExample
List of chat sessions closed without ticket creationDisplays the list of live chat sessions that ended without creating an ticket within the selected time period.

List of chat sessions abandoned by the end usersDisplays the list of live chat sessions that were abandoned by the end users within the selected time period.

List of chat sessions abandoned by the agentsDisplays the list of live chat sessions that were abandoned by the agents within the selected time period. 

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