Monitoring system activity

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 Agent 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:

• Monitoring system and agent performance
• Viewing major incident statistics
• Viewing session statistics
• Viewing reports for BMC Virtual Agent
• Installed reports
• Reporting events for custom reports
• Viewing BMC Virtual Agent licenses for 8.1.01 and later