Viewing installed reports for BMC Virtual Chat
BMC Virtual Chat provides several default reports, as described in Installed reports. You can run and view these report, in addition to any custom reports that you create.
The following topics are provided:
Before you begin
You must have Supervisor or Admin permissions to run all the installed reports. For some reports, you must enable unqualified searches. For more information about unqualified searches, see Running reports in BMC Remedy AR System online documentation.
From the BMC Remedy AR System Administration Console, select General > Server Information.
In the Server Information form, click the Configuration tab.
Verify that Allow Unqualified Searches is not selected.
Click OK.
To view BMC Virtual Chat reports
Click AR System Administration > AR System Report Console.
- For Show, select All Reports.
- For Category, select Virtual Agent > Chat > All Reports.
- Select one of the listed reports, and click Run.
- In the Parameters dialog box, specify the requested parameters, and click OK.
Depending on the report, the parameters vary. In the following example, a user selects the Virtual Chat: Average Chat Duration by Agent report and must specify the company and agent parameters.
Installed reports
The following reports are installed with BMC Virtual Chat and are available by default. You have to run these reports as explained in the Viewing reports for BMC Virtual Chat.
For more information about creating custom reports for BMC Virtual Chat, see Reporting events for custom reports.
The accuracy of these reports require that you have assigned Incident permissions to the AR user specified in the eschat_config.properties file, as described in Adding permissions to BMC Virtual Chat account.
| Report Name | Description |
|---|---|
| Virtual Chat: Average Chat Duration by Agent 1 | Supervisor or Admin is able to identify average chat duration for a particular agent from the time the agent starts chatting for a specific period. |
| Virtual Chat: Chat Abandon Rate for Group 1 | Supervisor or Admin is able to see the report that shows the number of abandoned chats for each group. This is the number of times that an agent clicks Abandon in the Support Agent Console, not the number of customers who have left or abandoned chats. |
| Virtual Chat: Chat Log History 1 | Supervisor or Admin is able to recover chat log history per user and chat session. |
| Virtual Chat: Group Average Chat Duration 1 | Supervisor or Admin is able to identify average chat duration for a particular group from the time the agent starts chatting. |
| Virtual Chat: License Usage Report | Supervisor or Admin is able to see how many licenses are being utilized. For more information, see Viewing BMC Virtual Chat license reports. |
Virtual Chat: Team Average Chat Duration 1 Note: In BMC Virtual Chat version 9.1.02, the Team Average Chat Duration is renamed to Group Average Chat Duration report. The functionality remains unchanged. | Supervisor is able to identify the average chat duration for a particular group from the time that the agent starts chatting. |
| Virtual Chat: Web Chat Speed of Answer (WSA) in minutes 1 | Supervisor or Admin is able to identify the average wait time per group from when a self service user requests a live chat and an agent pick up the chat. |
1 This report requires that the Allow Unqualified Searches option is enabled unqualified searches.
Related topics
- User permissions
- Reporting events for custom reports.
- BMC Remedy AR System Report Console in the BMC Remedy AR System online documentation
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