This documentation supports the 21.3 version of BMC Helix Virtual Agent, which is available only to BMC Helix customers (SaaS).To view an earlier version, select the version from the Product version menu.

21.3 enhancements

 BMC Helix Virtual Agent provides a self-service solution for users to resolve their issues. The chatbot provides support by interacting with users through natural language, understanding the conversation context, and performing tasks on behalf of the user.

Review the BMC Helix Virtual Agent 21.3 enhancements for features that will benefit your organization and to understand changes that might impact your users.

Related topics

Known-and-corrected-issues

Release-notes-and-notices



BMC Helix Dashboards is the default platform for dashboards and viewing chatbot reports

BMC Helix Dashboards, a SaaS service on BMC Helix Portal is the default reporting platform available for new customers.  BMC Helix Dashboards offers unified reporting and gives you a consolidated view of data from applications across your environment.

BMC Helix ITSM: Smart Reporting is available only for upgrade to existing customers. After upgrading to BMC Helix Innovation Studio version 21.3, the existing customers will continue to get access to chatbot reports in BMC Helix ITSM: Smart Reporting. 


View BMC Helix Virtual Agent chatbot overview and usage reports in BMC Helix Dashboards

View the following chatbot dashboards in BMC Helix Dashboards 

  • Chatbot Overview dashboard—As a chatbot owner, view the number of conversations by channels, chatbot transfer, and chat intent performance for a each chatbot in your system.
  • Chatbot User dashboard— As a chatbot owner, determine the effectiveness of the chatbot by viewing the number of active users, returning users, user location, and user retention rate for each chatbot in your system. 

For more information, see Viewing-and-generating-chatbot-reports-in-BMC-Helix-Dashboards.

Chatbot dashboards_enhancements.png


What else changed in this release

From version 21.3, note the following significant changes in the product behavior:

Update

Product behavior in versions earlier than 21.3

Product behavior from version 21.3

UI improvements when using BMC Helix Virtual Agent with Microsoft Teams on a mobile device.

Multiple choice options (less than five) were displayed as radio buttons. Options more than five were displayed as a list that expands after clicking the Show More button as shown in the following image:

MS team_radio buttons.png

Multiple choice options are displayed as a list of cards with a maximum of 15 options per card, as shown in the following image:

MS Teams_list of cards.png

For more information, see Communication-channels-and-supported-functionalities.



 

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