Generating and viewing Live Chat reports in BMC Helix Dashboards
To know more about Live Chat dashboards, see the following video (02.38).
Out-of-the-box Live Chat dashboards
Dashboard name | Description | Reference |
|---|---|---|
Live Chat Agent and Team Performance dashboard | View the following metrics for your company and support queue:
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Live Chat Customer dashboard | View the following metrics for your company and support queue:
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Live Chat Usage and Value dashboard | View the following metrics for your company and support queue: | |
Live Chat Historic Data dashboard | View details about chat deflection and abandoned chat sessions from your Live Chat | |
Live Chat Survey dashboard | View the following details about Live Chat Survey:
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Example of Live Chat Agent and Team Performance dashboard
Apex Global has implemented Live Chat and has several agents working in support queues such as IT, HR, and Database. The administrator wants to know how many agents are available on a given day, which queue has the maximum chat sessions, the average chat sessions per agent, and what are the chat resolution methods.
The following image shows the Live Chat Agent and Team Performance dashboard with sample data:
The administrator observes the following trends and can take action to improve the effectiveness of the chatbots in the system:
Observed trend from the example report | Possible action |
|---|---|
There are four chat sessions per agent for the day. | This is a comfortable number of chats per agent; no action is required for this data. |
66% of agents are available for live chat for the day. | Investigate whether this is the expected percentage. |
In Chat resolution methods, 96% of chats are unresolved or abandoned in the last 30 days. | Investigate the problem and identify the ways to resolve chats by creating incidents, work orders, or sharing relevant knowledge articles. |
The IT General support queue has the maximum number of chat sessions. | Investigate how this number can be reduced by diverting to the appropriate support queues. |
Example of Live Chat Customer dashboard
Apex Global has implemented Live Chat along with BMC Helix Virtual Agent. Bob, the administrator, wants to know the chat-related metrics to analyze Live chat performance and efficiency.
He also wants to understand:
- The distribution of chat sources between Self Service Portal and BMC Helix Virtual Agent
- The average session time
- The maximum wait time until an agent picks up a chat request
- The percentage of sessions with wait times within the SLA
Apex Global has implemented a Live Chat Customer dashboard to view all these chat-related metrics in one place. The dashboard helps Bob to view and analyze the above chat-related details and improve Live Chat performance and efficiency.
The following image shows the Live Chat Customer dashboard with sample data:
The administrator observes the following trends and can take action to improve the effectiveness of the chatbots in the system:
Observed trend from the example report | Possible action |
|---|---|
The maximum wait time for an agent to start the conversation is 15 minutes. | This wait time is within the threshold, and no action is required. |
In Live chat sources, 81% of the chat requests come from the Self-Service Portal. | Increase user adoption of BMC Helix Virtual Agent to balance this number. |
Example of Live Chat Usage and Value dashboard
Apex Global has implemented Live Chat and wants to monitor the live chat sessions in the last 30 days and whether it has helped with ticket deflection.
The following image shows the Live Chat Usage and Value dashboard with sample data:
The administrator observes the following trends and can take action to improve the effectiveness of the chatbots in the system:
Observed trend from the example report | Possible action |
|---|---|
The number of live chat sessions is almost twice as in January as in December. | Investigate the reason for this spike and find ways to avoid such an increase in the future. |
In Ticket deflection, out of the 49 chat sessions this month, only nine were closed without tickets being created. | Investigate whether this is because of the following reasons:
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Example of Live Chat Historic Data dashboard
Apex Global has implemented Live Chat and wants to monitor the live chat sessions in the last week and the number of abandoned chats by the agents and end users.
The following image shows the Live Chat Historic Data dashboard with sample data:
The administrator observes the following trends and can take action to improve the effectiveness of the chatbots in the system:
Observed trend from the example report | Possible action |
|---|---|
List of chat sessions closed without a ticket | Monitor this report to check the agent's efficiency, chat topics, and chat session time. |
List of chat sessions abandoned by the end users | Monitor this report to check which end users abandoned a maximum number of chats and investigate why. |
List of chat sessions abandoned by the agents | Monitor this report to check which agents abandoned a maximum number of chats and investigate why. |
Example of Live Chat Survey dashboard
Apex Global has implemented a Live Chat Survey at the end of the chat to get feedback on the user experience with the support agent.
By using this survey feedback, Bob, the administrator at Apex Global, wants to know the support agent's performance and understand how satisfied the users are with the Live Chat support agents' services.
Apex Global has implemented a Live Chat Survey dashboard to view all the details from the survey feedback. Using the dashboard, Bob can view the survey data in one place and use it to analyze user satisfaction, support agent performance, and enhance services as needed.
The following image shows the Live Chat Survey dashboard with sample data:
The administrator observes the following trends and can take actions to improve the effectiveness of the Live Chat in the system:
Observed trend from the example report | Possible action |
|---|---|
Ranked Topics: Software is a top-ranked topic with the highest average rating, and the General topic has a lower average rating. | With this data, the administrators can determine the average rating for each topic, analyze it, and improve the services for topics with lower average ratings so that users are better helped. |
Ranked Support Queues: All the support queues have a lower average rating. | With this data, administrators can identify the reasons for lower ratings on support queues and understand user requirements, enabling support agents to implement improvements that better assist users. |
Live Agent Survey Feedback | With this data, the administrators can learn from user reviews about Live Chat, understand the pain points, and improve the services. |