Phased rollout


This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Monitoring system activity

Administrators can monitor current system activity and run activity reports from the Chat Monitoring & Reporting Console. This console contains options in the left navigation pane that administrators use to view current system activity, such as agents, questions, and chat sessions; view statistics for major incidents, and run reports on session statistics. You open the Chat Monitoring & Reporting Console from the Virtual Chat application in the BMC Helix ITSM Home page. When you open the Chat Monitoring & Reporting Console, the Summary pane (under Monitoring) appears by default.

From this console, administrators can monitor and report on system activity:

  • Monitoring contains a list of options that allow you to monitor system activity, including summary information, chat sessions, dashboard, agents, self-service users, recent questions, and service level agreements.
  • Reports contains options for reporting on the system queue and session statistics.

The following topics are provided:

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