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 usage reports

The usage metrics help you understand how end users are using the chatbot application, derive statistics about a successful or unsuccessful event, and so on. You can use the out-of-the-box events and reports, specify new events and generate reports, or enable or disable events for tracking. By default, the user name and event creation date attributes are tracked. You cannot modify or delete these attributes.

A consolidated report for all chatbots in BMC Helix Platform is available in the Telemetry dashboard. For more information, see  Measuring the cognitive service consumption .

Note

The reports are meant for tracking the chatbot usage and only aggregated data is available to generate reports. To create reports for raw events in the Telemetry service, see Creating reports for raw events in the Telemetry service.

Out-of-the-box events, event statistics, and reports

The following table lists the out-of-the-box events, event statistics, and reports: 

Event name and descriptionEvent attributesEvent Statistics for the Event

Reports and their example

Service Request

(When a service request is successfully submitted from the BMC Helix Chatbot)

  • ServiceName
  • Channel
  • CreatedDate
  • BotID
  • BotName
  • SuccessOrFailure
  • ReasonForFailure
  • Service Request By Bot Id
  • Service Request By Bot Id and Channel
  • Service Request By Bot ID
  • Service Request By Channel

 Example of the Service Request report


Successful transfer to agent

(When the end user's request to transfer the chat to a live agent is successful)

  • User
  • Channel
  • CreatedDate
  • BotID
  • BotName
  • SessionId
  • Successful Transfer to Agent By Bot Id
  • Successful Transfer to Agent By Bot Id and Channel
  • Successful Transfer to Agent By Bot Id
  • Successful Transfer to Agent By Channel

 Example 1 of the Successful Transfer to Agent report

Example 2: Containment report of the Successful Transfer to Agent report.

Failed transfer to agent

(When the end user's request to transfer the chat to a live agent fails)

  • ReasonForFailure
  • User
  • Channel
  • CreatedDate
  • BotID
  • BotName
  • SessionId
  • Failed Transfer to Agent By Bot Id
  • Failed Transfer to Agent By Bot Id and Channel
  • Failed Transfer to Agent By Bot Id
  • Failed Transfer to Agent By Channel
 Example of the Failed Transfer to Agent report


Failed entitlements check

(When entitlements check fails)

  • Itemthatwasbeingchecked
  • User
  • Channel
  • CreatedDate
  • BotID
  • BotName
  • Failed Entitlement Check by Bot Id
  • Failed Entitlement Check By Channel
  • Failed Entitlement Check by Bot Id
  • Failed Entitlement Check By Channel
 Example of the Failed Entitlement Check report

User Feedback

(When user rating and survey comments are successfully entered from the BMC Helix Chatbot)

  • UserName
  • CreatedDate
  • BotID
  • BotName
  • Channel
  • Rating
  • SessionId
  • CommenBotIdBotIdt
  • User Feedback By Bot Id and Channel
  • User Feedback By Bot Id
  • User Feedback By Channel
  • User Feedback By Bot Id and Rating

Conversation

(When the count of unique users, conversations, conversations per channel, total number of answered or unanswered questions, top intents, containment is successfully captured)

  • UserName
  • BotId
  • BotName
  • Locale
  • Channel
  • SessionId
  • Location
  • Intent
  • UserText
  • Conversation By Bot Id and User Name
  • Conversation by Bot Id and Channel
  • Conversation by Bot Id and Intent

Unique users: Example 1: Number of unique users who used the bot.

Conversations: Example 2: Total number of conversations.

Number of queries Answered/Unanswered: by Bot: Example 3: Total number of queries answered or unanswered by the bot.

Most Asked Queries: Example 4: Intent wise distribution of the queries asked to the bot.

In addition to the application usage reports, BMC Helix Platform provides the following reports:

  • Chat count by Bot Id—Report for number of cognitive service chat conversations by Bot Id. This report helps administrators decide whether to buy more chat capacity, which chatbot is using more capacity, and so on. 

The following image is an example of the Chat Count By Bot Id report

  • Chat Count by Locale—Report for number of conversations per chatbot per locale. This report helps administrators decide whether to buy more chat capacity, which chatbot language is being used, and so on. 

    The following image is an example of the Conversations per chatbot per language report:


  • Conversations count by channel—Report for the distribution of conversations per channel used by the customer.

Related topics 

Tracking application events to generate usage reports

Enabling integration with BMC Helix Digital Workplace Advanced and BMC Helix Business Workflows

Customizing the chatbot actions

BMC Helix Chatbot measurement and usage dashboard

Creating reports for raw events in the Telemetry service

BMC Helix Chatbot usage reports

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