Glossary

Accuracy

In BMC Helix Virtual Agent, the ratio of number of correct predictions to the total number of input samples. 

For example, if the test results indicate that 9 out of 10 variations of the intent increase RAM are correctly identified, the accuracy is 9/10 = 0.9.

Bot ID

conditional question

In BMC Helix Virtual Agent, a question that is displayed based on a user's response to a fixed-response question (drop-down lists or radio buttons).

For example,

Question 1 is "Which peripheral component do you need to order?" the answer options are Monitor, Mouse, and Keyboard. If the user selects Monitor, then Question 2 is "What monitor size do you want?" However, if the user selects Mouse, then Question 2 is "Do you need a wired or wireless mouse?"

conversation workspace (now referred as Skill)

In BMC Helix Virtual Agent, represents a container for all of the artifacts that define the conversation flow for an application. The Skill is used in the chatbot application to add conversation capabilities.

channel

In BMC Helix Virtual Agent, represents a communication channel such as Skype for Business on-premises or Slack that can configured to work with BMC Helix Virtual Agent.

dependent question

In BMC Helix Virtual Agent, a question for which the answer options are displayed based on a user’s response to a fixed-response question (drop-down lists or radio buttons).

For example,

Question 1 is "Which country do you reside in?" The answer options are Canada, India, and USA. Question 2 remains the same, irrespective of the answer selected for question 1. However, the answer options for question 2 will be different. Question 2 is "Which state do you reside in?"If a user's response to question 1 is USA, then the answer options for question 2 are Alabama, Alaska, Arizona, etc. If a user's response to question 1 is India, then the answer options for question 2 are Gujarat, Madhya Pradesh, Maharashtra, etc.

dynamic answer

In BMC Helix Virtual Agent, a dynamic answer is stored outside of a service definition and displayed for user selection during a chat conversation. A dynamic answer is not based on a dependent question.

entitlement check

In BMC Helix Virtual Agent, a verification that determines whether a user has permission to access the requested service.

F-score

In BMC Helix Virtual Agent, the harmonic average of precision and recall. The F-score reaches its best value at 1 (indicating perfect precision and recall) and worst at 0. Traditionally, F-score is calculated as F = 2 × (Precision × Recall) / (Precision + Recall)

Item that was being checked

In BMC Helix Virtual Agent usage reports, the chatbot checks for the service that an end user is entitled for in BMC Helix Digital Workplace Catalog.

Lookup

In BMC Helix Digital Workplace Advanced, a lookup is a search type that provides reply options for a service fulfilment question. The options are filtered by the values entered in the field. The minimum number of letters required to trigger the lookup is configured in BMC Helix Digital Workplace Catalog.

precision

In BMC Helix Virtual Agent, the number of correct positive results divided by the total number of relevant samples.
For example, for a search query that contains Calbro Services, the system returns 10 results that contain both Calbro and Services and 8 of those results include the phrase Calbro Services. In this case, the precision is 8/ 10 = 0.8.

publication space

In BMC Helix Virtual Agent, contains the artifacts that define the conversation flow in a chat. Also known as Skill in the IBM Watson Assistant context.

questions

In BMC Helix Virtual Agent, while submitting a request using the chatbot application, represents the queries asked to the user during a chat conversation.

recall

In BMC Helix Virtual Agent, the number of correct positive results divided by the number of positive results predicted by the cognitive service. 
For example, for a search query that contains Calbro Services, if the system returns 10 results that contain both Calbro and Services and 8 of those results include the phrase Calbro Services, the precision is 8 out of 10. If 20 more instances are related to Calbro Service, the recall is 8 out of 30.

search data sets

In BMC Helix Virtual Agent, the documents from external sources are included when configuring cognitive search.

Session ID
In BMC Helix Virtual Agent, each chat session is identified by a unique ID that is automatically generated by the system.

Skill ID

The unique identifier of the IBM Watson Assistant Skill (formerly called as IBM Watson Assistant conversation workspace ).

user request

In BMC Helix Virtual Agent, represents the purpose expressed in the user's inputs in a chat conversation. By recognizing the purpose expressed in user's input, the IBM Watson Assistant service chooses the correct action for responding to the user, such as creating a PTO request. Also known as intent in the IBM Watson Assistant context.