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Use Case - Creating custom telemetry events

This use case will show how to create custom telemetry events to capture both successful and unsuccessful call deflections.

  • Successful call deflection occurs when the Chatbot fulfills the users request or answers the user’s question.
  • Unsuccessful call deflection occurs when the user’s question was not answered or when the user transferred to a live agent chat.

To achieve this use case, you will need to create and publish custom events using BMC Helix Innovation Studio constructs as well as enabling the calling of these custom events from existing dialogs within your IBM Watson Assistant implementation.  The steps to implement this is as follows:

 

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