BMC Helix Virtual Agent usage reports

The usage metrics help you understand how end users are using the chatbot application, derive statistics about a successful or unsuccessful event, and so on. You can use the out-of-the-box events and reports, specify new events and generate reports, or enable or disable events for tracking. By default, the user name and event creation date attributes are tracked. You cannot modify or delete these attributes.

A consolidated report for all chatbots in BMC Helix Innovation Suite is available in the Cognitive Consumption dashboard on the BMC Helix Innovation Studio UI. For more information, see Measuring the cognitive service consumption .

Note

The reports are meant for tracking the chatbot usage and only aggregated data is available to generate reports. To create reports for raw events in the Telemetry service, see Creating reports for raw events in the Telemetry service.

Chatbot events, event statistics, and reports

The following table lists the out-of-the-box events, event statistics, and reports:

Event name and description	Event attributes	Event Statistics for the Event	Reports and their example
Service Request (When a service request is successfully submitted from the BMC Helix Virtual Agent)	ServiceName Channel CreatedDate BotID BotName SuccessOrFailure ReasonForFailure	Service Request By Bot Id Service Request By Bot Id and Channel	Service Request By Bot ID Service Request By Channel Example of the Service Request report
Successful transfer to agent (When the end user's request to transfer the chat to a live agent is successful)	User Channel CreatedDate BotID BotName SessionId	Successful Transfer to Agent By Bot Id Successful Transfer to Agent By Bot Id and Channel	Successful Transfer to Agent By Bot Id Successful Transfer to Agent By Channel Example 1 of the Successful Transfer to Agent report Example 2: Containment report of the Successful Transfer to Agent report.
Failed transfer to agent (When the end user's request to transfer the chat to a live agent fails)	ReasonForFailure User Channel CreatedDate BotID BotName SessionId	Failed Transfer to Agent By Bot Id Failed Transfer to Agent By Bot Id and Channel	Failed Transfer to Agent By Bot Id Failed Transfer to Agent By Channel Example of the Failed Transfer to Agent report Example 2: Containment report of the Successful Transfer to Agent report
Failed entitlements check (When entitlements check fails)	Itemthatwasbeingchecked User Channel CreatedDate BotID BotName	Failed Entitlement Check by Bot Id Failed Entitlement Check By Channel	Failed Entitlement Check by Bot Id Failed Entitlement Check By Channel Example of the Failed Entitlement Check report
User Feedback (When user rating and survey comments are successfully entered from the BMC Helix Virtual Agent)	UserName CreatedDate BotID BotName Channel Rating SessionId CommenBotIdBotIdt	User Feedback By Bot Id and Channel User Feedback By Bot Id User Feedback By Channel User Feedback By Bot Id and Rating	Example: Customer survey, which represents the number of customer feedback such as good, bad, excellent, and so on..
Conversation (When the count of unique users, conversations, conversations per channel, total number of answered or unanswered questions, top intents, containment is successfully captured)	UserName BotId BotName Locale Channel SessionId Location Intent UserText	Conversation By Bot Id and User Name Conversation by Bot Id and Channel Conversation by Bot Id and Intent	Unique users: Example 1: Number of unique users who used the bot. Conversations: Example 2: Total number of conversations. Number of queries Answered/Unanswered: by Bot: Example 3: Total number of queries answered or unanswered by the bot. Most Asked Queries: Example 4: Intent wise distribution of the queries asked to the bot.