Live Chat Survey Dashboard
To learn about the roles and permissions required to access the Live Chat agent survey dashboard and create custom panels, see Live-Chat-dashboards
The following image shows the Live Chat agent survey dashboard with sample data:
Before you begin
To access the dashboards, make sure that BMC Helix ITSM is deployed in your environment.
To view the Live Chat Survey dashboard
- Log in to BMC Helix Dashboards.
-
, click Dashboards. - In the Helix Live Chat folder, click Live Chat Survey Dashboard.
Live Chat Survey dashboard filtersYou 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 |
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Support queue | Filter by support queues for the selected company |
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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. |
Live Chat Survey dashboard panels
The following table describes the Live Chat agent survey dashboard panels:
Panel name | Description | Example |
|---|---|---|
Total Rating | Displays the total number of ratings received from the users. |
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Average Rating | Displays the average rating of all the surveys. |
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NPS | Displays the net promoter score. |
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Top 20 Average Ratings per Support Queue | Displays the average rating for the top 20 support queues. |
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Top 20 Average Ratings per Topic | Displays the average rating for the top 20 topics. |
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Ranked Topics | Displays the topics with highest average ratings. |
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Average Rating per Country | Displays the average rating per country. |
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Ranked Live Agents | Displays the list of support agents with highest ratings. |
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Top 20 Average Rating per End User's Job Title | Displays the average rating given by top 20 end user job titles. |
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Live Agent Survey Feedback | Displays the survey feedback for the support agents. |
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