Live Chat customer experience dashboard

As a supervisor or an administrator, use the Live Chat Customer Experience dashboard to view the live chat sources distribution between Self Service Portal and BMC Helix Virtual Agent, wait time details, and abandoned chat details.

To learn about the roles and permissions required to access the Live Chat dashboard and creating custom panels, see Live Chat dashboards.

Live Chat Customer Experience dashboard filters

You can search reports on the Live Chat Customer Experience dashboard by using the following filters:

Company—Filter by the name of the company, as shown in the following image:
Support queue—Filter by the support queues created for the selected company, as shown in the following image:
Time range—Filter by the date range such as an hour, previous week, or previous month. By default, the selected time range is Last 30 days.

Before you begin

To access the dashboards, make sure that BMC Helix ITSM is deployed in your system.

To view the Live Chat Customer Experience dashboard

Log in to BMC Helix Dashboards.
In the navigation pane, hover your mouse over Dashboards and click Manage.
In the Live Chat folder, click Live Chat Customer Experience.

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.

Panels on the Live Chat Customer Experience dashboard

The following table describes the Live Chat Customer Experience dashboard panels:

Panel name	Description	Example
Today's highlights
Average session time	Displays the average time duration of chat sessions for the day for the selected support queue and company.
Average wait time	Displays the average wait time for end users for the day before their chat was picked up by an agent for the selected support queue and company.
Maximum wait time	Displays the maximum wait time for end users for the day before their chat was picked up by an agent for the selected support queue and company.
Percentage of sessions with wait time within SLA	Displays the percentage of chat sessions for the day that were picked up by support agents with the SLA for the selected support queue and company.
Reassignment percentage	Displays the percentage of chat sessions that were reassigned for the day in the selected support queue and company.
Other metrics
Session time	Displays the total number of chat sessions that were conducted for the following durations: Less than one minute One to five minutes Five to 15 minutes More than 15 minutes
Live chat sources	Displays the distribution in percentage of the source of live chat requests.
Reassignment percentage	Displays the percentage of chat sessions that were reassigned during the selected time range for the selected support queue and company.
Percentage of abandoned chats	Displays the percentage of abandoned chats for the selected support queue during the specified time range.
Session wait time	Displays the wait time for end users for the selected support queue during the specified time range.