This documentation supports the 21.3 version of BMC Helix Virtual Agent, which is available only to BMC Helix customers (SaaS).

To view an earlier version, select the version from the Product version menu.

Viewing and generating chatbot reports in BMC Helix Dashboards

As an administrator or application business analyst, you can create interactive reports for BMC Helix Virtual Agent by leveraging the capabilities of  BMC Helix Dashboards, a subscription-based service. BMC Helix Dashboards offers unified reporting that gives you a consolidated view of the data from BMC Helix Virtual Agent. You can easily export and share the chatbot reports with users within or outside your environment.


Out-of-the-box chatbot dashboards

Dashboard name

Role

Description

Reference

Chatbot dashboardAdministrator

View the metrics for all chatbots in your system:

  • Successful live agent transfer
  • Most asked queries per chatbot
  • Conversation trend
  • Example: Chatbot dashboard
  • BMC Helix Virtual Agent chat conversation details dashboard
Chatbot OverviewChatbot owner

View the following metrics to assess the performance of each chatbot in your system:

  • Chatbot channel usage
  • Intent recognition
  • Live chat sessions
  • Conversation trend
Chatbot UserChatbot owner

View the following metrics to assess the performance of each chatbot in your system:

  • User retention
  • User feedback
  • User companies
  • User locations


Example: Chatbot dashboard

A company has implemented multiple chatbots across three channels—Slack, Microsoft Teams, and the chatbot UI. The administrator wants to know the distribution of users across these channels, the users' feedback, and the most asked queries in these chatbots.


The administrator observes the following trends and can take actions to improve the effectiveness of the chatbots in the system:

Observed trend from the example reportPossible action
29 percent of users have rated the chatbot as Dislike, Terrible, or Ok against 48 percent of Good and 22 percent of Excellent rating.Investigate why 29 percent users have given a negative feedback.
80 percent of users are using the default chatbot UI followed by 13 percent users in Microsoft teams and 7 percent in Slack.Promote the adoption of other channels in the organization.
In General Chatbot, the number of live agent transfer request are the highest.Investigate how this number can be reduced by modifying the intents.


Example: Chatbot Overview dashboard

A company has recently implemented a chatbot for HR-related services. The HR chatbot owner filters the dashboard based on HR chatbot to view the metrics and determine the performance of the HR chatbot. 

The chatbot owner observes the following trends and can take actions to improve the effectiveness of the HR chatbot: 

Observed trend from the examplePossible action
There are 13 service requests created from 34 chat conversations.Investigate whether the number of service requests can be further reduced.
There are 8 live agent sessions from the 34 chat conversations.Investigate how this number can be reduced by modifying the intents.
Although the PTO and employeeVerificationLetter intents are the most recognized intents, the number of users requesting those services are less.Investigate whether you want to promote these services.


Example: Chatbot User dashboard

A company has recently implemented the default BMC Chatbot. After six months of its implementation, the chatbot owner filters the dashboard based on BMC Chatbot to view the metrics and determine the users' response to the chatbot:

The chatbot owner observes the following trends and can take actions to improve the user engagement with HR chatbot:

Observed trend from the examplePossible action
There are five active users.

Increase user adoption by performing all or some of the following tasks:

  • Adding use cases
  • Improving content matching
  • Publishing and advertising chatbot within the organization.
A user has given the Dislike rating to the chatbot.Investigate the reason and take remedial measures to avoid a negative rating.
The percentage of returning users dropped considerably from October 2020 to November 2020.Investigate reasons for this reduced user retention. For example, poor intent matching or negative feedback from users.
The chatbot UI is the most popular channel.Investigate ways to promote other channels such as Microsoft Teams and Slack or invest in the commonly used channel.
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