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 username 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 | Reports and examples |
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Service Request (When a service request is successfully submitted from the BMC Helix Virtual Agent) |
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Example of the Service Request report
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Successful transfer to agent (When the end user's request to transfer the chat to a live agent is successful) |
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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) |
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Example of the Failed Transfer to Agent report
Example 2: Containment report of the Successful Transfer to Agent report |
Failed entitlements check (When an entitlements check fails) |
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Example of the Failed Entitlement Check report
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User Feedback (When the user rating and survey comments are successfully entered from BMC Helix Virtual Agent. The localization of the user feedback customer survey text is based on the survey dialogs of the IBM Watson Assistant Skill and the corresponding entities.) |
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GPT Feedback (When the user feedback and comments on the BMC HelixGPT responses are successfully entered from BMC Helix Virtual Agent. The GPT Feedback event is pushed to the Telemetry. When feedback on multiple responses are returned, each one is pushed as a separate event to the Telemetry.) |
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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). |
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| 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. |
Bot Transform (When a transfer occurs from one chatbot to the another) |
| Example not available | |
Article Clicked (An Article Clicked event occurs when the user clicks the searched knowledge article. The Article Clicked event is pushed to the Telemetry immediately after the user clicks the searched knowledge article.) |
| Article Clicked by ArticleId and ArticleTitle Article Clicked by ArticleId and ArticleTitle_ReportData | Example not available |
Article Rated (An Article Rated event occurs when the user rates the searched knowledge article. The Article Rated event is pushed to the Telemetry only after the browser is refreshed or closed. If the user has rated multiple knowledge articles before they refresh or close the browser, each article that is rated is pushed as a separate event to the Telemetry.) |
| Article Rated by ArticleId and ArticleTitle Article Rated by ArticleId and ArticleTitle_ReportData | Example not available |
Knowledge Search (A Knowledge Search event occurs when the user search returns knowledge articles. The Knowledge Search event is then pushed to the Telemetry. When multiple knowledge articles are returned, each one is pushed as a separate event to the Telemetry.) |
| Knowledge Search by ArticleId and ArticleTitle Knowledge Search by ArticleId and ArticleTitle_ReportData | Example not available |
Chat count reports
In addition to the application usage reports, BMC Helix Innovation Suite provides the following reports:
Report | Description | Example |
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Chat count By Bot Id | Report for number of cognitive service chat conversations by Bot Id. This report helps administrators see how much capacity each chatbot is using and whether to buy more chat capacity. |
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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 |
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Conversations count by channel | Report for the distribution of conversations per channel used by the customer. |
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