BMC Helix Chatbot measurement and usage dashboard
BMC Helix Chatbot provides a dashboard that displays out-of-the-box metric reports of a chatbot. These metric reports show how end users are using the chatbot application, derive statistics about a successful or unsuccessful event, and so on. Application business analysts can use the measurement dashboard to determine the overall performance, effectiveness, and return of investment of the BMC Helix Chatbot.
The reports and charts show data from the time the feature is made available or the chatbot is deployed. Historic data is not counted as part of the reports. You can filter the report data on a bot name and for a given time range, for example, an hour, previous week, or previous month.
To view the out-of-the-box dashboard
- Log in to BMC Helix Innovation Studio and click Reports.
Click
and select Dashboard > Chatbot Dashboard. Alternately, you can select Browse > Dashboard, which will display all available dashboards. Select
> Open.
All reports available in Chatbot Dashboard are displayed on the dashboard. When you open the dashboard for the first time, the Name filter might be empty. To populate the Name filter with the list of available chatbots, perform the following steps:
- On the upper right corner of any report, click
. - Select Edit > Data.
- In the Filters pane, select Name > Format.
- In the Filter Formatting pane, select Entry style > Refresh Now.
The following image shows Name filter with all available bots. For information about how to create a report, see Formatting draft reports.
- On the upper right corner of any report, click
Out-of-the-box reports of a chatbot
The measurement dashboard displays the following out-of-the-box metric reports of a chatbot:
Unique Users report displays the number of unique users who used the bot.
Conversations report display the total number of conversations.
Number of Queries Answered/Unanswered by Bot report displays the number of queries answered or unanswered by the bot. To customize an intent to be published as answered or unanswered, see Updating-the-search-dialog-node-in-IBM-Watson-Assistant-Skills.
Most Asked Queries report displays the frequency distribution of intents asked to the bot. To customize an intent to be published as answered or unanswered, see Updating-the-search-dialog-node-in-IBM-Watson-Assistant-Skills.
Successful Transfer to the Agent by Bot report is the containment report which displays the number of sessions that stayed within the bot against the sessions which were transferred to a live agent.
Chatbot Rating Count report represents the number of customer feedback such as good, bad, excellent, and so on. Customers can provide rating and feedback on their interaction with the BMC Helix Chatbot by using the BMC Helix Chatbot user survey. This feedback is captured in the Chatbot Rating Count report. For more information, see Providing-feedback-using-BMC-Helix-Chatbot-User-survey.
Conversations Count by Channel report displays the distribution of conversations per channel used by the customer.
