BMC Helix Chatbot usage reports
The usage metrics help you understand how end users are using the chatbot application, derive statistics about a successful or unsuccessful event, and so on. You can use the out-of-the-box events and reports, specify new events and generate reports, or enable or disable events for tracking. By default, the user name and event creation date attributes are tracked. You cannot modify or delete these attributes.
A consolidated report for all chatbots in BMC Helix Platform is available in the Telemetry dashboard. For more information, see Measuring the cognitive service consumption.
Out-of-the-box events, event statistics, and reports
The following table lists the out-of-the-box events, event statistics, and reports:
Event name and description | Event attributes | Event Statistics for the Event | Reports and their example |
|---|---|---|---|
Service Request (When a service request is successfully submitted from the BMC Helix Chatbot) |
|
|
Example of the Service Request report
|
Successful transfer to agent (When the end user's request to transfer the chat to a live agent is successful) |
|
|
Example 1 of the Successful Transfer to Agent report
Example 2: Containment report of the Successful Transfer to Agent report. |
Failed transfer to agent (When the end user's request to transfer the chat to a live agent fails) |
|
|
Example of the Failed Transfer to Agent report
|
Failed entitlements check (When entitlements check fails) |
|
|
Example of the Failed Entitlement Check report
|
User Feedback (When user rating and survey comments are successfully entered from the BMC Helix Chatbot) |
|
| |
Conversation (When the count of unique users, conversations, conversations per channel, total number of answered or unanswered questions, top intents, containment is successfully captured) |
|
| Unique users: Example 1: Number of unique users who used the bot. Conversations: Example 2: Total number of conversations. Number of queries Answered/Unanswered: by Bot: Example 3: Total number of queries answered or unanswered by the bot. Most Asked Queries: Example 4: Intent wise distribution of the queries asked to the bot. |
In addition to the application usage reports, BMC Helix Platform provides the following reports:
- Chat count by Bot Id—Report for number of cognitive service chat conversations by Bot Id. This report helps administrators decide whether to buy more chat capacity, which chatbot is using more capacity, and so on.
The following image is an example of the Chat Count By Bot Id report
Chat Count by Locale—Report for number of conversations per chatbot per locale. This report helps administrators decide whether to buy more chat capacity, which chatbot language is being used, and so on.
The following image is an example of the Conversations per chatbot per language report:
Conversations count by channel—Report for the distribution of conversations per channel used by the customer.
Related topics
Tracking application events to generate usage reports
Enabling-integration-with-BMC-Helix-Digital-Workplace-Advanced-and-BMC-Helix-Business-Workflows
Customizing-the-chatbot-actions