BMC Helix Virtual Agent user engagement and feedback dashboard
As a chatbot owner, use the Chatbot User dashboard to view the performance of each chatbot in your system. You can view the number of active users, returning users, user location, and user retention rate to determine the effectiveness of a chatbot.
To learn about the roles and permission required to access the Chatbot User dashboard and creating custom panels, see BMC Helix Virtual Agent dashboards.
The following image shows the Chatbot User dashboard with sample data:
Chatbot User dashboard filters
You can search for reports in the Chatbot User dashboard by using the following filters:
- Chatbot name—Filter by the name of the chatbot, as shown in the following image:
By default, the All option is selected. - Time range—Filter by the date range such as an hour, previous week, or previous month. By default, the selected time range is Last 30 days.
Before you begin
To access the dashboards, make sure that BMC Helix Innovation Suite is deployed in your environment.
To view the Chatbot User dashboard
- Log in to BMC Helix Dashboards.
- In the left navigation pane, hover your mouse over the Dashboards icon
and click Manage. In the Helix Chatbot folder, click Chatbot User.
Tip: Quick access from the home page
To quickly open the dashboard from the home page, mark it as a favorite by using the star icon. Additionally, after you open a dashboard, it is automatically available under Recently viewed dashboards on the home page.
Chatbot User dashboard panels
The Chatbot User dashboard panels display the following results:
| Chatbot User dashboard panel | Description | Example |
|---|---|---|
| Unique users | The total number of unique users in the selected chatbot during the selected time range. |
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| One time users | The total number of users who conversed with the selected chatbot only once during the selected time range. |
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| User locations | The location of the chat users for the selected chatbot during the selected time range. |
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| One time users vs. Returning users | The number of users who conversed with the selected chatbot only once against the selected time range against the number of users who repeatedly conversed with the selected chatbot in the same time range. |
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| Returning users | The percentage of users who conversed with the selected chatbot only once in the selected time range against the percentage of users who repeatedly conversed with the selected chatbot in the same time range. |
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| Percentage of returning users | The monthly percentage of one time user against the percentage of returning users for the selected chatbot in the selected time range. |
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| Chatbot feedback | The distribution of end user feedback for the selected chatbot in the selected time range. |
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| Detailed user feedback | The end user name, rating, feedback comments, and date of the feedback for the selected chatbot in the selected time range. |
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| User engagement by channel | The distribution of chat conversations per channel for the selected chatbot in the selected time range. |
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| Conversations trend | The trend of conversations over time versus the number of end users for the selected chatbot in the selected time range. |
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