User engagement and feedback dashboard


As a chatbot owner, use the User engagement and feedback dashboard to view the performance of each chatbot in your system. You can view the number of active users, returning users, user location, and user retention rate to determine the effectiveness of a chatbot. 

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




Related topics

BMC-Helix-Virtual-Agent-dashboards

Chatbot-overview-dashboard
Viewing and generating chatbot reports in BMC Helix Dashboards

The following image shows the User engagement and feedback dashboard with sample data:

Chatbot User dashboard.png


Chatbot User dashboard filters

You can search for reports in the User engagement and feedback dashboard by using the following filters: 

  • Chatbot name—Filter by the name of the chatbot, as shown in the following image:
    Chatbot filter.png
    By default, the All option is selected. 

  • 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. 


Before you begin

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


To view the User engagement and feedback 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 User. 

Tip: Quick access from the home page

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.


User engagement and feedback dashboard panels

The User engagement and feedback dashboard panels display the following results:

Chatbot User dashboard panel

Description

Example

Unique users

The total number of unique users in the selected chatbot during the selected time range.

User_Unique users.png

One time users

The total number of users who conversed with the selected chatbot only once during the selected time range.

User_One time users.png

User locations

The location of the chat users for the selected chatbot during the selected time range.

User_User locations.png

One time users vs. Returning users

The number of users who conversed with the selected chatbot only once against the selected time range against the number of users who repeatedly conversed with the selected chatbot in the same time range.

User_One time vs. returning.png

Returning users

The percentage of users who conversed with the selected chatbot only once in the selected time range against the percentage of users who repeatedly conversed with the selected chatbot in the same time range.

User_returning users.png

Percentage of returning users

The monthly percentage of one time user against the percentage of returning users for the selected chatbot in the selected time range.

User_percentage of returning users.png

Chatbot feedback

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

User_Chatbot feedback.png

Detailed user feedback

The end user name, rating, feedback comments, and date of the feedback for the selected chatbot in the selected time range.

User_detailed user feedback.png

User engagement by channel

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

User_user engagement by channel.png

Conversations trend

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

User_Conversations trend.png

 

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