Live Chat team and agent performance dashboard
As a supervisor or an administrator, use the Live Chat Team and Agent Performance dashboard to view the live chat session time, wait time, and resolution methods of the end-user queries.
To learn about the roles and permissions required to access the Live Chat dashboard and creating custom panels, see Live Chat dashboards.
Important
The Percentage of agents available panel in Live Chat Team and Agent Performance dashboard is compatible with BMC Helix Innovation Suite version 22.1 only and will continue to display an error until BMC Helix Innovation Suite version 22.1 is released.
After BMC Helix Innovation Suite version 22.1 is generally available, the data will be displayed and no additional configurations are required.
The following image shows the Live Chat Team and Agent Performance dashboard with sample data:
Live Chat Team and Agent Performance dashboard filters
You can search reports on the Live Chat Team and Agent Performance dashboard by using the following filters:
- Company—Filter by the name of the company, as shown in the following image:
- Support queue—Filter by the support queues created for the selected company, as shown in the following image:
- 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 ITSM is deployed in your system.
To view the Live Chat Team and Agent Performance dashboard
- Log in to BMC Helix Dashboards.
- In the navigation pane, hover your mouse over Dashboards
and click Manage. In the Live Chat folder, click Live Chat Team & Agent Performance.
Tip
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.
Panels on the Live Chat Team and Agent Performance dashboard
The following table describes the Live Chat Team and Agent Performance dashboard panels:
| Panel name | Description | Example |
|---|---|---|
| Today's highlights | ||
| Total chat sessions | Displays the total number of live chat sessions for the day for the selected company and support queue. |
|
| Ongoing chat sessions | Displays the number of live chat sessions in progress for the day for the selected company and support queue. |
|
| Chat sessions with VIPs | Displays the number of live chat sessions for the day with VIPs. |
|
| Average chat sessions per queue | Displays the average number of live chat sessions for the day per support queue. |
|
| Average chat sessions per agent | Displays the average number of live chat sessions for the day per support agent. |
|
| Maximum queue length | Displays the maximum number of end users in live chat queue for the day. |
|
| Percentage of agents available today | Displays the percentage of support agents available for the day. |
|
| Other metrics | ||
| Chat sessions per agent | Displays the total number of live chat sessions for each agent for the selected support queue during the specified time range. You can click the Agent Name to view the number of chat sessions that the agent picked up from each support queue that he or she is assigned to. Example: If you click on the agent name Isabel Allende, the Live Chat Details - Drill through report opens. You can view the number of chat sessions from each support queue that Isabel Allende picked up during the selected time period. |
|
| Chat resolution methods | Displays the percentage of live chat sessions that were resolved by using the following methods for the selected support queue during the specified time range:
|
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| Chat sessions per queue | Displays the number of live chat sessions for the selected support queues during the specified time range. |
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| Average chat sessions per agent | Displays the average number of live chat sessions per agent for the selected support queue during the specified time range. |
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| Average queue length | Displays the average number of end users waiting in queue for the selected support queues during the specified time range. |
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