BMC HelixGPT conversation details dashboard

As an administrator, use the BMC HelixGPT conversation dashboard to view all the details of the conversations between the BMC Helix Virtual Agent and BMC HelixGPT. The dashboard shows the total number of unique sessions, service requests submitted from BMC HelixGPT-based chatbots, Live Chat sessions through BMC HelixGPT, conversations by skill name, most picked-up prompts, BMC HelixGPT conversations by channel, the five most referenced knowledge articles, and knowledge articles usage.

To learn about the roles and permissions required to access the GPT dashboard and create custom panels, see BMC Helix Virtual Agent dashboards.

Before you begin

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

Important

Use BMC Helix Virtual Agent 23.3.02 to view the data on this dashboard. Using any other version of BMC Helix Virtual Agent results in the following error:

Table does not exist error for this record definition: com.bmc.dsm.chatbot:GPT Conversation by AppName and SkillId and sessionId_ReportData 


To view the BMC HelixGPT conversation 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 GPT Dashboard.


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.

BMC HelixGPT dashboard panels

The following table describes the BMC HelixGPT conversation dashboard panels: 

Chatbot panels

Description

Example

Total GPT Conversations

Displays the number of unique sessions.

Total_GPT_conversation - Copy.png

Service requests submitted (GPT bots)

Displays the number of service requests submitted through the BMC HelixGPT-based chatbots.

Service_request_submitted - Copy.png

Live Agent sessions in GPT bots 

Displays the number of times the conversation was escalated to a live agent.

Conversation_escalation.png

Deflection rate 

Displays the percentage of sessions that did not fall back to an agent.

Deflection_rate.png

Total Token Usage 

Displays the total number of input and output tokens across all the skills and models.

Total_token_usage - Copy.png

Conversations by skill name 

Displays the distribution of conversations based on skills.

Conversation_by_skill.png

Most picked up prompts 

Displays the top five prompts used across all the skills.

most_picked_prompts.png

GPT Conversations by channel

Displays the distribution of BMC HelixGPT conversation across supported channels.

Conversation_by_channel.png

Top 5 knowledge articles referenced 

Displays the five most referred knowledge articles.

top_five_knowledge_articles.png

Knowledge articles Usage 

Displays the total number of top knowledge articles reflected as references.

Knowledge_article_usage.png

 

 

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