Live Chat Historic Data dashboard

As a supervisor or administrator, you can view details about ticket deflection and abandoned chat sessions from your Live Chat implementation.

To learn about the roles and permissions required to access the Live Chat dashboard and create 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 Historic Data dashboard

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

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 Historic dashboard

The following table describes the Live Chat Historic Data dashboard panels:

Panel name	Description	Example
List of chat sessions closed without ticket creation	Displays the list of live chat sessions that ended without creating an ticket within the selected time period.
List of chat sessions abandoned by the end users	Displays the list of live chat sessions that were abandoned by the end users within the selected time period.
List of chat sessions abandoned by the agents	Displays the list of live chat sessions that were abandoned by the agents within the selected time period.