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This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

BMC Helix Virtual Agent reporting events

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.



Related topics

Tracking application usage and generating reports Open link

Viewing BMC Helix Virtual Agent reports in BMC Helix ITSM: Smart Reporting

Creating reports for raw events in the Telemetry service

Important

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 descriptionEvent attributesEvent 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

  • UserName

  • SessionId

  • Service Request By Bot Id
  • Service Request By Bot Id and Channel
  • Service Request By ServiceName

  • Service Request By SessionId


  • Service Request By Bot ID
  • Service Request By Channel


Successful transfer to agent

(When the end user's request to transfer the chat to a live agent is successful)

  • UserSummary
  • TopicName
  • intentMatchedRootSonDialogNode
  • UserName
  • BotName
  • SessionDuration
  • CreatedDate
  • AgentName
  • LiveAgentSessionEndTime
  • Channel
  • BotID
  • LiveAgentSessionStartTime
  • SessionId
  • Location
  • SupportQueueName
  • 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 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 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

User Feedback

(When user rating and survey comments are successfully entered from the BMC Helix Virtual Agent. The localization of the user feedback customer survey text is based on the survey dialogs of the IBM Watson Assistant Skill and the corresponding entities.)

  • UserName
  • CreatedDate
  • BotID
  • BotName
  • Channel
  • Rating
  • SessionId
  • Comment
  • Location
  • User Feedback By Bot Id and Channel
  • User Feedback By Bot Id
  • User Feedback By Channel
  • User Feedback By Bot Id and Rating
  • User Feedback By Bot Id_Comments_Rating


Conversation

(When the count of unique users, conversations, conversations per channel, total number of answered or unanswered questions, top intents, knowledge search, and session time is successfully captured).

  • UserName
  • Locale
  • BotId
  • BotName
  • CreatedDate
  • Channel
  • SessionId
  • Location
  • Intent
  • UserText
  • KnowledgeUserSearchText
  • KnowledgeNumberOfArticles
  • KnowledgeArticlesDetails
  • SessionStartTime
  • SessionEndTime

  • SessionIdleTime

  • ConversationDuration

  • ResolutionStatus
  • NumOfResponses

  • DialogStatus
  • AverageResponseTimeInSec

  • UserExceededIdleTime

  • ConversationLocale

  • EventType

  • ChatWebGUID (ID when Chatbot Web UI is used, channel name if a chat channel is used)
  • 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.

Bot Transform

(When transfer occurs from one chatbot to the other)

  • Question
  • TransformBotName
  • CreatedDate
  • TransformSessionId
  • UserName
  • SessionId
  • TransformBotId
  • BotId
  • BotName



Chat count reports

In addition to the application usage reports, BMC Helix Innovation Suite provides the following reports:

ReportDescriptionExample
Chat count by Bot Id

Report for number of cognitive service chat conversations by Bot Id.

This report helps administrators decide whether to buy more chat capacity, which chatbot is using more capacity, and so on. 

Chat Count by Locale

Report for number of conversations per chatbot per locale.

This report helps administrators decide whether to buy more chat capacity, which chatbot language is being used, and so on

Conversations count by channelReport for the distribution of conversations per channel used by the customer.

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