Viewing the BMC Remedyforce Chat dashboard

The BMC Remedyforce Chat dashboard displays the following data in the form of charts and views:

ReportChart typeDescription
Chat sessions by StatusPie chartDisplays overall information about abandoned and completed chat requests.
Chat session by CategoriesBar chartDisplays information about the abandoned and completed chat requests based on Remedyforce Chat categories.
Chat sessions by Account and CategoryPie chartDisplays information about the abandoned and completed chat requests based on Self Service accounts and Remedyforce Chat categories.
Chat session by AccountsBar chartDisplays information about the abandoned and completed chat requests based on Self Service accounts.
Chat durationPie chartDisplays overall information about the chat duration based on categories and status.
Chat duration by CategoriesBar chartDisplays information about the chat duration based on categories.

The following table provides information about the details included in the report:

TermDescription
Serviced

A chat initiated by a client that is successfully assigned to a staff member.

Note: A chat is considered as a service chat, if a staff member is assigned the chat request although the client and the staff member do not exchange any messages.

Abandoned

A chat initiated by a client but the chat was ended before it was assigned to a staff member..

Chat length

The duration for which the client and staff members exchanged messages.

Wait time

The duration for which the client had to wait before the request was assigned to a staff member.

To view the BMC Remedyforce Chat dashboard

  1. Click the Reports tab.

  2. From the Folders list, select BMC Remedyforce Chat Dashboard.
  3. In the Name column, click BMC Remedyforce Chat Dashboard.

  4. (Optional) To update the charts and views in the dashboard on a periodic basis, click Refresh.

Related topics

Creating an incident from a client chat

Configuring BMC Remedyforce Chat

Configuring the BMC Remedyforce Dashboard

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