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

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

BMC Helix Virtual Agent provides a dashboard that displays the metric reports of a chatbot. These metric reports show how end users are using the chatbot application, derive statistics about a successful or unsuccessful event, and so on. Customers can use the measurement dashboard to determine the overall performance, effectiveness, and return of investment of the BMC Helix Virtual Agent. 

Important

BMC Helix Dashboards, a SaaS service on BMC Helix Portal is the default reporting platform available for new customers.  BMC Helix Dashboards offers unified reporting and gives you a consolidated view of data from applications across your environment.

BMC Helix ITSM: Smart Reporting will not be available to new customers. However, after upgrading to BMC Helix Innovation Studio version 21.3, the existing customers will continue to get access to chatbot reports in BMC Helix ITSM: Smart Reporting.

Licensing and access to chatbot reports

To view the reports make sure that you have access to BMC Helix ITSM: Smart Reporting and have assigned application business analyst role to the user with the permissions to BMC Chatbot bundle and to all the bundles that has chatbot deployed. 

For more information about about BMC Helix ITSM: Smart Reporting access, see  Enabling access to BMC Helix ITSM: Smart Reporting Open link . For more information about assigning application business analyst role, see  Creating and modifying users Open link .


The following image shows the Chatbot dashboard with sample data: 
The reports and charts show data from the time the feature is made available or the chatbot is deployed. Historic data is not counted as part of the reports. You can filter the report data on the chatbot name, location, or time range such as hour, previous week, or previous month. 

Before you begin

  • Make sure that you have formatted the reports in BMC Helix ITSM: Smart Reporting. For information, see Formatting draft reports Open link
  • By default, chatbot reports are filtered by Site. If you want to filter the reports by a different location, ensure that you have configured the Chat Context Variable process to get one of the following application data in a chat context: 
    • Country
    • Region
    • Location
    • Site
    • Site Region
    • City
    For example, if the $chatbot_locationName variable in the process is mapped to City, the chatbot reports can be filtered by City. 
    To learn how to change the location data, see Adding context to a chat conversation by using Person or application data.

To view reports in the Chatbot dashboard

  1. Log in to BMC Helix ITSM: Smart Reporting.
  2. Click  and select Dashboard > Chatbot Dashboard

  3. On the upper right corner of any report, click.
  4. Select Edit > Data
  5. In the Filters pane, select Name > Format
  6. In the Filter Formatting pane, select Entry style > Refresh Now.

Filters to search reports in the Chatbot dashboard

You can search reports in the Chatbot dashboard by using the following filters: 

  • Name—Filter by the name of the chatbot.
  • Event Date—Filter by the date range such as an hour, previous week, or previous month.
  • Location (Geography data)—Filter by the country, region, site, location, or city. By default, the reports are filtered by site.

    The following image shows the Name, Event Date, and Location filters: 



Chatbot reports 

The measurement dashboard displays the following out-of-the-box metric reports of a chatbot:

ReportExample

Unique Users report displays the number of unique users who used the bot. 

Conversations report display the total number of conversations.

Number of Queries Answered/Unanswered by Bot report displays the number of queries answered or unanswered by the bot. To customize an intent to be published as answered or unanswered, see Modifying the dialog nodes to determine answered or answered queries

Most Asked Queries report displays the frequency distribution of intents asked to the bot. To customize an intent to be published as answered or unanswered, see Modifying the dialog nodes to determine answered or answered queries

Successful Transfer to the Agent by Bot report is the containment report which displays the number of sessions that stayed within the bot against the sessions which were transferred to a live agent.

Chatbot Rating Count report represents the number of customer feedback such as good, bad, excellent, and so on. Customers can provide rating and feedback on their interaction with the BMC Helix Virtual Agent by using the BMC Helix Virtual Agent user survey. This feedback is captured in the Chatbot Rating Count report.

Conversations Count by Channel report displays the distribution of conversations per channel used by the customer.

Related topics 

BMC Helix Virtual Agent reporting events

Reporting and analyzing chatbot usage

Tracking application usage and generating reports Open link

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