BMC Helix Virtual Agent channel usage and intent recognition dashboard

As a chatbot owner, use the Chatbot Overview dashboard to view the performance of each chatbot in your system. You can view the number of conversations by channels, chatbot transfer, and chat intent performance.

To learn about the roles and permission required to access the Chatbot Overview dashboard and creating custom panels, see BMC-Helix-Virtual-Agent-dashboards.

Before you begin

To access the dashboards, make sure that BMC Helix Innovation Suite is deployed in your environment.

Chatbot Overview dashboard filters

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

Chatbot name—Filter by the name of the chatbot, shown in the following image:

By default, all chatbots are selected in this filter.
Time range—Filter by the date range such as an hour, previous week, or previous month. By default, the selected time range is Last 30 days.

To view the Chatbot Overview dashboard

Log in to BMC Helix Dashboards.
In the navigation pane, hover your mouse over Dashboards and click Manage.
In the Helix Chatbot folder, click Chatbot Overview.

Tip

To quickly open the dashboard from the home page, mark it as a favorite by using the star icon. Additionally, after you open a dashboard, it is automatically available under Recently viewed dashboards on the home page.

Chatbot Overview dashboard panels

The following table describes the Chatbot Overview dashboard panels:

Chatbot Overview dashboard panel	Description	Example
Unique users	Displays the total number of unique users in the selected chatbot during the selected time range.
Conversations	Displays the total number of chat conversations in the selected chatbot during the selected time range. The following actions are considered chat conversation: When a chat session times out. When a chat session is marked complete. When a conversation reaches 50 responses.
Average conversations per user	Displays the number of average conversations per user in the selected chatbot during the selected time range.
Chatbot self serviced	Displays the number of conversations that were resolved without a live agent for the selected chatbot during the selected time range.
Total knowledge searches	Displays the number of conversations an end user searches for knowledge articles for the selected chatbot in the selected time range.
Unsuccessful knowledge searches	Displays the number of conversations when the selected chatbot did not return any knowledge article in the selected time range.
Service requests	Displays the number of service requests created from the selected chatbot during the selected time range.
Live agent sessions	Displays the number of live agent escalations created from the selected chatbot during the selected time range.
Conversations by channel	Displays the distribution of chat conversations per channel for the selected chatbot in the selected time range.
One time users vs. returning users	Displays the percentage of end users who conversed with the selected chatbot only once against the percentage of end users who frequently used the selected chatbot during the same time range.
Chatbot feedback	Displays the distribution of end user feedback for the selected chatbot in the selected time range.
Implicit intents	Displays the intents that were not recognized (categorized as Irrelevant) along with general intents such as chatbot greeting or chatbot sign-off used for the selected chatbot in the selected time range.
Most recognized intents	Displays the top five intents recognized for the selected chatbot in the selected time frame.
Least recognized intents	Displays the five least-recognized intents for the selected chatbot in the selected time frame.
Conversation trend	Shows the trend of conversations over time versus the number of end users for the selected chatbot in the selected time range.
Top knowledge searches	Shows the top five search queries entered by the end users for the selected chatbot in the selected time range.