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    Administrators can monitor current system activity and run activity reports from the Chat Monitoring & Reporting Console. This console contains options in the left navigation pane that administrators use to view current system activity, such as agents, questions, and chat sessions; view statistics for major incidents, and run reports on session statistics. You open the Chat Monitoring & Reporting Console from the Virtual Chat application in the BMC Remedy IT Service Management (ITSM) Home page. When you open the Chat Monitoring & Reporting Console, the Summary pane (under Monitoring) appears by default.

    From this console, administrators can monitor and report on system activity:

    • Monitoring contains a list of options that allow you to monitor system activity, including summary information, chat sessions, dashboard, agents, self-service users, recent questions, and service level agreements.
    • Major Incident contains statistical information about the major incidents reported in the system.
    • Reports contains options for reporting on the system queue and session statistics.

    The following topics are provided: