Live Chat dashboards
Out-of-the-box Live Chat dashboards
Dashboard name | Description | Reference |
|---|---|---|
Live Chat Team and Agent Performance | As a supervisor or Live Chat administrator, you can view the performance of agents for each company or support queue in your system for the current day as well as the selected time period. The Live Chat dashboard displays metrics for the following attributes:
| |
Live Chat Customer Experience | As a supervisor or Live Chat administrator, you can view the customer experience of live chat for each company or support queue in your system for the current day as well as the selected time period. The Live Chat dashboard displays metrics for the following attributes:
| |
Live Chat Usage and Value | As a supervisor or Live Chat administrator, you can view the usage insights and value derived from Live Chat implementation for the selected company and region. |
Accessing the Live Chat dashboards
Live Chat dashboards can be accessed only by supervisors or administrators. To learn more about these roles, see Roles and permissions in the Live Chat documentation.
- Only editors and administrators in BMC Helix Dashboards can create custom dashboards. To learn more about these roles, see Roles-and-permissions.
To create custom panels in the dashboard
You cannot modify the out-of-the-box dashboard.
To change the out-of-the-box reports, create a copy of the dashboard, and modify the panels. As an administrator or an editor, you can create custom panels in the dashboard by using the Service Management query type. To learn how to fetch data by using this query type, see Service Management query.
For instructions about creating or editing dashboards, see Configuring-dashboards-panels-and-queries.