BMC Helix Virtual Agent reporting events

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.

Chatbot 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 Virtual Agent)	ServiceName Channel CreatedDate BotID BotName SuccessOrFailure ReasonForFailure UserName SessionId	Service Request By Bot Id Service Request By Bot Id and Channel Service Request By ServiceName Service Request By SessionId	Service Request By Bot ID Service Request By Channel 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)	User Channel CreatedDate BotID BotName SessionId	Successful Transfer to Agent By Bot Id Successful Transfer to Agent By Bot Id And Channel	Successful Transfer to Agent By Bot Id Successful Transfer to Agent By Channel 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)	ReasonForFailure User Channel CreatedDate BotID BotName SessionId	Failed Transfer to Agent By Bot Id Failed Transfer to Agent By Bot Id and Channel	Failed Transfer to Agent By Bot Id Failed Transfer to Agent By Channel Example of the Failed Transfer to Agent report Example 2: Containment report of the Successful Transfer to Agent report
Failed entitlements check (When entitlements check fails)	Itemthatwasbeingchecked User Channel CreatedDate BotID BotName	Failed Entitlement Check by Bot Id Failed Entitlement Check By Channel	Failed Entitlement Check by Bot Id Failed Entitlement Check By Channel Example of the Failed Entitlement Check report
User Feedback (When user rating and survey comments are successfully entered from the BMC Helix Virtual Agent)	UserName CreatedDate BotID BotName Channel Rating SessionId	User Feedback By Bot Id and Channel User Feedback By Bot Id User Feedback By Channel User Feedback By Bot Id and Rating User Feedback By Bot Id_Comments_Rating	Example: Customer survey, which represents the number of customer feedback such as good, bad, excellent, and so on..
Conversation (When the count of unique users, conversations, conversations per channel, total number of answered or unanswered questions, top intents, knowledge search, and session time is successfully captured).	UserName BotId BotName CreatedDate Channel SessionId Location Intent UserText KnowledgeUserSearchText KnowledgeNumberOfArticles KnowledgeArticlesDetails SessionStartTime SessionEndTime SessionIdleTime ConversationDuration NumOfResponses AverageResponseTimeInSec UserExceededIdleTime ConversationLocale EventType ChatWebGUID (ID when Chatbot Web UI is used, channel name if a chat channel is used)	Conversation By Bot Id and User Name Conversation by Bot Id and Channel Conversation by Bot Id and Intent	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.

Chat count reports

In addition to the application usage reports, BMC Helix Innovation Suite provides the following reports:

Report	Description	Example
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.
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
Conversations count by channel	Report for the distribution of conversations per channel used by the customer.

BMC Helix Virtual Agent reporting events

Chatbot events, event statistics, and reports

Chat count reports

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