HelixGPT Conversation Dashboard
As an administrator, use the HelixGPT Conversation Dashboard to view the details of interactions between BMC HelixGPT and the applications that use its capabilities. The dashboard displays the details for both out-of-the-box applications and custom applications registered in the HelixGPT Agent Studio.
The dashboard provides clear, real-time visibility into how effectively BMC HelixGPT is utilized in your applications. Details about the BMC HelixGPT usage trend, skills used, knowledge articles referred to, and agents used to perform various actions are displayed in this dashboard.
Using the dashboard, you can gain deeper insights about skills, prompts, and agents and achieve more accurate performance trends. This capability improves data-driven decisions.
The following image shows the HelixGPT Conversation Dashboard with sample data:
Before you begin
To access the dashboards, make sure that BMC Helix Innovation Suite is deployed in your environment.
To view the HelixGPT Conversation Dashboard
- Log in to BMC Helix Dashboards.
- Expand the left navigation pane, and click Dashboards.
- Search for the HelixGPT folder and click it.
- Click HelixGPT Conversation Dashboard.
- Select a time range for data.
The dashboard displays data for the last 30 days.
HelixGPT Conversation Dashboard filters
You can look for specific information on the dashboard by using the following filters:
| Filter | Description | |
|---|---|---|
| Time range | Filter by the time range, such as Last 1 hour, Last 30 days, or Last 1 year. | |
| Country | Filter by the country name where the BMC HelixGPT application is used. | |
| Organization | Filter by the organization that uses the BMC HelixGPT application. | |
| Source channel | Filter by the name of the application that has BMC HelixGPT enabled. | |
| Source Agent | Filter by the BMC HelixGPT agent used in the application. |
Panels in the HelixGPT Conversation Dashboard
The following table describes the HelixGPT Conversation Dashboard panels:
| Panels | Description | Example |
|---|---|---|
Total HelixGPT Conversations | Displays the total number of unique BMC HelixGPT chat sessions. |  |
Total Conversation Feedback | Displays the total number of feedback submitted by users about the BMC HelixGPT conversations. |  |
Estimated Total HelixGPT Token Usage | Displays the estimated total BMC HelixGPT input and output tokens processed across all models and skills. |  |
Deflection Rate | Displays the percentage of BMC HelixGPT chat sessions resolved without live agent support or raising a service request. |  |
Service Requests via HelixGPT | Displays the number of service requests raised through BMC HelixGPT chat interactions.
|  |
Conversations Escalated to Live Agent | Displays the number of BMC HelixGPT chat sessions that were escalated to a live support agent. |  |
| Feedback Statistics | ||
Percentage of Feedback over Total Feedback | Displays the ratio of positive and negative feedback submitted by the user out of all the BMC HelixGPT feedback. |  |
Percentage of Useful Feedback over Total Feedback | Displays the distribution of feedback marked as useful versus not useful. |  |
| Total Conversations vs. Live Agent & Requests Transfer | ||
Total Conversations vs. Live Agent & Requests Transfer Rate | Displays the percentage of BMC HelixGPT conversations that resulted in raising a service request or initiating a live agent conversation. |  |
HelixGPT Conversations by Handling Type | Displays how all the BMC HelixGPT conversations were handled. The panel displays the distribution of deflected conversations, service requests generated, and conversations escalated to live agents. |  |
Total Conversations & Deflection Rate Trend | Displays the distribution of total versus the deflected BMC HelixGPT conversations. |  |
| Conversation & User Trend | ||
HelixGPT Usage Trend | Displays the daily trend of BMC HelixGPT chat sessions and the number of unique users who used BMC HelixGPT. |  |
User Adoption - Monthly Returning Users (Over 3 Months) | Displays the number of users who have used BMC HelixGPT at least twice in a month. |  |
| Distribution by Type | ||
HelixGPT Interactions by Skill Type | Displays the list of skills that were used by BMC HelixGPT to answer the user queries. The panel also displays the number of times a skill was used. |  |
HelixGPT Interactions by Source Agent | Displays the list of agents that were used by BMC HelixGPT to answer the user queries. The panel also displays the number of times the agent was used. |  |
HelixGPT by Knowledge Articles Usage | Displays the list of knowledge articles that were referred to by BMC HelixGPT to answer the user queries. The panel also displays the number of times the knowledge article was used. |  |
HelixGPT Conversations by Source Channel | Displays the number of user queries received by BMC HelixGPT through a particular application. |  |
HelixGPT Conversations by Country | Displays the list of countries where the BMC HelixGPT was used to get the answers to users' queries. The panel also displays the number of queries received from each country. |  |
HelixGPT Conversations by Organization | Displays the list of organizations where the BMC HelixGPT was used to get the answers to users' queries. The panel also displays the number of queries received from each organization. |  |
Dashboards Compatibility
The dashboard is also compatible with version 25.4, with the following panels displaying the data only for the HVA source channel for this version. However, for version 26.1, the data in the following panels is displayed for all the source channels.
- Deflection Rate
- Service Requests via HelixGPT
- Conversations Escalated to Live Agent
- Total Conversations vs. Live Agent & Requests Transfer Rate
- HelixGPT Conversations by Handling Type
- Total Conversations & Deflection Rate Trend
Related topic