Chatbot Knowledge Dashboard
The following image shows the Chatbot Knowledge Dashboard with sample data:
Chatbot Knowledge Dashboard filters
You can search for reports in the Chatbot Knowledge Dashboard by using the following filters:
- Limit Response—Filter by restricting the number of items displayed on a panel in the dashboard, as shown in the following image:
Default value: 7 - Time range—Filter by the time range such as an hour, previous week, or previous month.
Default range: Last 30 days.
Before you begin
To access the dashboards, make sure that BMC Helix Innovation Suite is deployed in your environment.
To view the Chatbot Knowledge Dashboard
- Log in to BMC Helix Dashboards.
- From the navigation menu, click Dashboards.
- In the Helix Chatbot folder, click Chatbot Knowledge Dashboards.
Chatbot Knowledge Dashboard panels
The Chatbot Knowledge Dashboard panels display the following results:
Panel | Description | Example |
|---|---|---|
Article Clicks By ArticleID and ArticleTitle | Displays the number of times each knowledge article was clicked, grouped by article ID and title. It helps identify the most accessed content and measure article popularity |
|
Knowledge Search By ArticleID and ArticleTitle | Displays the number of times each knowledge article was searched, grouped by article ID and title. It helps measure search demand and identify popular topics. |
|
Article Rate by ArticleTitle and ArticleID | Displays user ratings for each knowledge article by title and ID, helping assess content quality and identify articles that need improvement. | - |
Article Clicks After Search | Shows which articles users click after performing a search, indicating relevance and effectiveness of search results. |
|
Top Bot Transform by Question and Bot | Lists the most frequent bot transformations by question and bot, helping analyze how bots interpret and respond to user queries. |
|
Top Transfer to Agent by Bot ID | Displays the bots that most frequently transfer conversations to live agents, highlighting areas where bot responses need improvement. |
|
Top Transferred to Bots | Shows the most common cases where conversations are redirected back to bots from agents, indicating opportunities to improve the way the bots are handled. |
|
| Top Live Agent Support Queues | Provides insights into the most active live agent queues, helping identify high-demand support areas. |
|
| Top Live Agent Support Topics | Displays the most common topics handled by live agents, enabling knowledge managers to create or update content to reduce escalations. |  |
