Chatbot overview 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.


Related topic

Chat-conversation-details-dashboard

The following image shows the Chatbot Overview dashboard with sample data:

23.2.2_Chatbot overview dashboard.png


Important

The following panels in the Chatbot Overview dashboard are compatible with BMC Helix Innovation Suite version 22.1 only and these panels will continue to display an error until BMC Helix Innovation Suite version 22.1 is released:

  • Chatbot self services
  • Total knowledge searches
  • Unsuccessful knowledge searches
  • Top knowledge searches

After BMC Helix Innovation Suite version 22.1 is generally available, the data will be displayed and no additional configurations are required. 


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:
    Chatbot filter.png
    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. 
    Time range filter.png


To view the Chatbot Overview dashboard

  1. Log in to BMC Helix Dashboards.
  2. From the navigation menu menu_icon.png, click Dashboards.

  3. 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.

23.2_unique users panel.png

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.

23.2_coversations panel.png

Chatbot rating count

Displays the distribution of end user feedback for the selected chatbot in the selected time range.

23.2.2_Chatbot rating count.png

Conversation count by channel

Displays the distribution of chat conversations per channel for the selected chatbot in the selected time range.

23.2_conversations by channel panel.png

Successful transfer to an agent by bot

Displays the number of successful live agent escalations created from the selected chatbot during the selected time range.

23.2.2_successful transfer to agent.png

Number of queries answered/unanswered by bot.

Displays the number of average successful or unsuccessful queries solved per user in the selected chatbot during the selected time range.

23.2.2_queries answered unanswered png.png

Conversation trend per bot

Shows the trend of conversations over time versus the number of end users for the selected chatbot in the selected time range.

23.2_conversation trend panel.png

Most asked queries (Top 10)

Shows the top 10 search queries entered by the end users for the selected chatbot in the selected time range.

23.2.2_most asked queries.png




 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*