Live Chat Customer dashboard

As a supervisor or an administrator, use the Live Chat Customer dashboard to view the metrics related to the number of chat sessions, session time, wait time, ticket deflection, and so on.

See Live Chat dashboards to learn about the roles and permissions required to access the Live Chat dashboard and create custom panels.

Before you begin

To access the dashboards, make sure that BMC Helix ITSM is deployed in your system.

To view the Live Chat Customer dashboard

Log in to BMC Helix Dashboards.
From the navigation menu , click Dashboards.
In the Live Chat folder, click Live Chat Customer.

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.

Live Chat Survey dashboard filters

You can search reports on the Live Chat Agent Survey dashboard by using the following filters:

Filter Name	Description	Example
Company	Filter by name of the company
Support queue	Filter by support queues for the selected company
Time range	Filter by date range such as an hour, previous week, or previous month. By default, the selected time range is Last 30 days.

Panels on the Live Chat Customer dashboard

The following table describes the Live Chat Customer dashboard panels:

Panel name	Description	Example
Today's highlights
Total sessions	Displays the total number of live chat sessions for the selected company and support queue.
Average session time	Displays the average session time for the selected company and support queue.
Average wait time	Displays the average wait time it takes for an agent to start the live chat conversation for the selected company and support queue.
Maximum wait time	Displays the maximum wait time it takes for an agent to start the live chat conversation for the selected company and support queue.
Percentage of sessions with wait time within SLA	Displays the percentage of sessions that had a lesser wait time than the SLA.
Other metrics
Live Chat sessions per month	Displays the total number of live chat sessions per month for the selected company and support queue during the specified time range.
Chat sources	Displays the sources the end users used to start a live chat conversation: Self Service Portal BMC Helix Virtual Agent
Top 10 topics	Displays the top 10 topics end users ask questions about in a live chat interaction.
Top 10 Agents	Displays the top 10 support agents who were assigned the maximum number of sessions during the selected time range.
Top 10 agent's average session time	Displays the average session time for the top 10 support agents during the selected time range.
Session time	Displays the session time distribution in minutes for the total number of sessions during the selected time range.
Tickets deflection	Displays the number of sessions that were closed without creating support tickets.
Percentage of abandoned chats	Displays the number of chats abandoned by the support agents during the selected time range.
Agent session statistics	Displays the session statistics, such as the total number of chat sessions, the session time, and the average and maximum wait times per agent for the selected company and support queue.
Session wait time	Displays the session wait time distribution in minutes for the total number of sessions during the selected time range.
Average session wait time per queue	Displays the average wait time per support queue before the support agent starts the live chat interaction.
Average session wait time per topic	Displays the average wait time per topic before the support agent starts the live chat interaction.
Average session time per queue	Displays the average session time in minutes per support queue per topic.