Live Chat dashboards

The Live Chat dashboards display the live chat session and team performance metrics.

The dashboards are provisioned after deploying BMC Helix ITSM.

As a supervisor, you can use these metrics to determine the overall performance of the agents and issues that were resolved during the live chat session.

Related topics

BMC-Helix-Virtual-Agent-dashboards

DWP-Request-Overview-dashboard

BMC-Helix-Dashboards-overview


Out-of-the-box Live Chat dashboards

Dashboard name

Description

Reference

Live Chat Team and Agent Performance 

As a supervisor or Live Chat administrator, you can view the performance of agents for each company or support queue in your system for the current day as well as the selected time period. The Live Chat dashboard displays metrics for the following attributes:

  • Ongoing live chat sessions for the day
  • Agent availability for the day
  • Number of chat sessions per queue

Live Chat Customer Experience

As a supervisor or Live Chat administrator, you can view the customer experience of live chat for each company or support queue in your system for the current day as well as the selected time period. The Live Chat dashboard displays metrics for the following attributes:

  • Average wait time in queue
  • Percentage of sessions that has wait time within the specified SLA
  • Re-assignment rate of the chat sessions

Live Chat Usage and Value

As a supervisor or Live Chat administrator, you can view the usage insights and value derived from Live Chat implementation for the selected company and region. 

Live Chat Historic Data 

As a supervisor or Live Chat administrator, you can view the ticket deflection details after implementing Live Chat and number of abandoned chats by the end users and the agents. 

Live Chat Survey 

As an administrator, by implementing Live Chat Survey dashboard, you can view the details of Live Chat user survey feedback.


Accessing the Live Chat dashboards

  • Live Chat dashboards can be accessed only by supervisors or administrators. To learn more about these roles, see Roles and permissions in the Live Chat documentation.

  • Only editors and administrators in BMC Helix Dashboards can create custom dashboards. To learn more about these roles, see Roles-and-permissions.


To create custom panels in the dashboard

You cannot modify the out-of-the-box dashboard.

To change the out-of-the-box reports, create a copy of the dashboard, and modify the panels. As an administrator or an editor, you can create custom panels in the dashboard by using the Service Management query type. To learn how to fetch data by using this query type, see Service Management query. 

For instructions about creating or editing dashboards, see Configuring-dashboards-with-additional-customizations.

 

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