Chat conversation details dashboard

As an administrator, use the chat conversation details dashboard to view the metrics for all chatbots in your system. The chatbot dashboard shows the number of conversations, unique users, and chat queries-related information. 

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

Related topics

BMC-Helix-Virtual-Agent-dashboards

The following image shows the BMC Helix Virtual Agent dashboard with sample data:

23.2.2_Chat conversation details dashboard.png


Before you begin

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


To view the Helix Virtual Agent 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. 

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 dashboard panels

The following table describes the Chatbot dashboard panels: 

Chatbot panels

Description

Example

Conversations

Displays the total number of chat conversations during the selected period.

23.2_coversations panel.png

Unique Users

Displays the total number of unique users who logged in to the chatbot.

23.2_unique users panel.png

Chatbot Rating Count

Displays the chatbot rating provided by the customers, such as Excellent, Good, or Terrible.

23.2_chatbot rating count panel.png

Conversation Count by Channel

Displays the distribution of chat conversations per channel. 

23.2_coversations count by channel panel.png

User Locations (Top 10)

Displays the top 10 locations from where users logged in to the chatbot.

23.2.2_Chat conversation details user locations.png

Successful Transfer to the Live Agent By Bot

Displays the total number of chat sessions in a bot and the sessions that were transferred to support agents. 

23.2_successful transfer to live agent panel.png

Number of Queries Answered/ Unanswered By Bot

Displays the total number of answered and unanswered queries of the end users.

23.2_number of queries answered panel.png

Most Asked Queries

Displays the most used chatbot intents.  

23.2_most asked queries panel.png

Conversation Trend per Bot

Shows the trend of conversations per chatbot over the selected period.

23.2_conversation trend panel.png

 

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