Live Chat usage and value dashboard

As a supervisor or administrator, you can view the usage insights and value derived from BMC Helix Virtual Agent implementation for the selected company and region.

To learn about the roles and permissions required to access the Live Chat dashboard and creating custom panels, see Live Chat dashboards.

Before you begin

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

To view the Live Chat Usage and Value dashboard

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

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 Usage and Value dashboard

The following table describes the Live Chat Usage and Value dashboard panels:

Panel name	Description	Example
Today's highlights
Total chat sessions	Displays the total number of live chat sessions for the day for the selected company and region.
Chat sessions with VIPs	Displays the total number of live chat sessions with VIPs for the day for the selected company and region.
Other metrics
Number of live chat sessions (daily)	Displays the total number of live chat sessions daily for the selected company and region during the selected time range.
Number of live chat sessions (monthly)	Displays the total number of live chat sessions monthly for the selected company and region during the selected time range.
Tickets deflection	Displays the number of chat sessions that were closed without ticket creation for the selected company and region during the selected time range.