This documentation supports the 20.02 version of BMC Helix Chatbot.
To view the documentation for the previous version, select 19.11 from the Product version menu.

BMC Helix Chatbot measurement and usage dashboard

BMC Helix Chatbot provides an out-of-the-box dashboard that displays out-of-the-box metric reports of a chatbot. These metric reports show how end users are using the chatbot application, derive statistics about a successful or unsuccessful event, and so on. Application business analysts can use the measurement dashboard to determine the overall performance, effectiveness, and return of investment of the BMC Helix Chatbot. 


To view the reports make sure that you have access to Remedy Smart Reporting and have assigned application business analyst role to the user with the permissions to BMC Chatbot bundle and to all the bundles that has chatbot deployed. 

For more information about Remedy Smart Reporting access, see  Enabling access to Remedy Smart Reporting . For more information about assigning application business analyst role, see  Creating administrators and application business analysts .

The reports and charts show data from the time the feature is made available or the chatbot is deployed. Historic data is not counted as part of the reports. You can filter the report data on a bot name and for a given time range, for example, an hour, previous week, or previous month. 

To view the out-of-the-box dashboard

  1. Log in to BMC Helix Innovation Studio and click Reports.
  2. Click  and select Dashboard > Chatbot Dashboard

    Alternately, you can select Browse > Dashboard, which will display all available dashboards. Select  > Open.
    All reports available in Chatbot Dashboard are displayed on the dashboard. When you open the dashboard for the first time, the Name filter might be empty. To populate the Name filter with the list of available chatbots, perform the following steps:

    1. On the upper right corner of any report, click.
    2. Select Edit > Data
    3. In the Filters pane, select Name > Format
    4. In the Filter Formatting pane, select Entry style > Refresh Now.

      The following image shows Name filter with all available bots. For information about how to create a report, see  Formatting draft reports .

Out-of-the-box reports of a chatbot

The measurement dashboard displays the following out-of-the-box metric reports of a chatbot:

  •  Unique Users report displays the number of unique users who used the bot

  • Conversations report display the total number of conversations.

  • Number of Queries Answered/Unanswered by Bot report displays the number of queries answered or unanswered by the bot. To customize an intent to be published as answered or unanswered, see Updating the search dialog node in IBM Watson Assistant Skills

  • Most Asked Queries report displays the frequency distribution of intents asked to the bot. To customize an intent to be published as answered or unanswered, see Updating the search dialog node in IBM Watson Assistant Skills

  • Successful Transfer to the Agent by Bot report is the containment report which displays the number of sessions that stayed within the bot against the sessions which were transferred to a live agent.

  • Chatbot Rating Count report represents the number of customer feedback such as good, bad, excellent, and so on. Customers can provide rating and feedback on their interaction with the BMC Helix Chatbot by using the BMC Helix Chatbot user survey. This feedback is captured in the Chatbot Rating Count report. For more information, see Providing feedback using BMC Helix Chatbot User survey.

  • Conversations Count by Channel report displays the distribution of conversations per channel used by the customer.

Related topics 

BMC Helix Chatbot usage reports

Reporting and analyzing chatbot usage

Customizing the chatbot actions

Updating the search dialog node in IBM Watson Assistant Skills

Tracking application events to generate usage reports

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