Viewing support agents and assignments on Monitoring Dashboard
On the Monitoring Dashboard, Live Chat administrators and supervisors can view information about support agents and the chats assigned to them. Supervisors can also view the requests to assist agents.
Administrators and supervisors can use this information to review the occupancy of support agents and take necessary actions when needed.
The administrators can access the Monitoring Dashboard from BMC Helix ITSM: Smart IT.
To access the Monitoring Dashboard:
- Log in to BMC Helix ITSM: Smart IT.
- From the navigation bar, select Live Chat > Dashboard.
Alternatively, select More > Live Chat > Dashboard.
This video (5:25) briefly tours the Live Chat Monitoring Dashboard.
The Monitoring Dashboard is supported by Action Request (AR) System version 19.11, BMC Helix ITSM: Smart IT, and BMC Helix IT Service Management version 20.08 or later.
Monitoring Dashboard Overview
The Monitoring Dashboard provides detailed information about support agents and chat sessions for the selected companies and support queues. The dashboard displays total open chats, assigned chats, chats in queue, and average queue time.
For the information to appear on the dashboard, you must select the Company and Support Queue from the lists. By default, all the companies to which the user (administrator or supervisor) has access are selected in the Company list with their respective support queues, and support queues mapped to the Global company are selected in the Support Queue list.
The information in the Monitoring Dashboard auto-refreshes every 15 seconds. However, you can also manually refresh the information:
- To manually refresh the information, click
(Refresh). - To pause the auto-refresh, click
(Pause). - To resume the auto-refresh after pausing, click
(the Resume button appears only after you click the Pause button).
The Monitoring Dashboard contains the following tabs that display information related to the support agents and their assigned chats:
Agents tab
When you open the dashboard, the Agents tab is displayed by default. This tab displays information about all the support agents, where each row in the table represents one support agent. The following image shows the Agents tab:
The following table describes each column in the Agents tab:
Column name | Description |
|---|---|
Agent | Displays the list of names and login IDs of all the support agents. |
Chats | Displays the number of chats that are currently assigned to each support agent. |
Max chats | Displays the maximum number of chats a support agent can accept based on their bandwidth. Important: The administrators can override this setting if the Agent Auto Accept setting in the Support Agent Console is enabled and the <adminOverrideAvailableFor> setting in the System Configuration is set to True. To learn about the settings, see Configuring-the-chat-session-settings-for-support-agents. After making the above settings, administrators can select the number of maximum chats for each agent from the drop-down list as shown in the following image:
|
Average session time | Displays the average time spent by a support agent on all assigned chats. |
Average wait time | Displays how long an end user waits on an average to get a response from a support agent. |
Available | Displays whether a support agent is online or offline. The |
Status reason | Displays the reason that the agent has selected as their unavailability status. |
symbol indicates that the support agent is online, and the 
symbol indicates that the support agent is offline. Bar charts
The Agents tab also has the following bar charts:
Chart | Description | Example |
|---|---|---|
Open chats per agent | Displays the total number of open chats for each support agent. Each bar on the X-axis represents a support agent, and the Y-axis displays the number of open chats. The bars are sorted in descending order. Important Note: This bar chart only displays information for support agents with assigned chats. Agents with no assigned chats appear in the table but not in the bar chart. |
|
Average session time (in hours and minutes) per agent | Displays the average time spent by each support agent on their assigned chats. Each bar on the X-axis represents a support agent, and the Y-axis displays the average session time. You can place the mouse pointer over a bar to view the Average session time of a support agent, which appears in the HH: MM (Hours: Minutes) format. The bars are sorted in descending order. These bar charts display information for eight support agents at a time. A slider appears below the chart if there are more than eight support agents. You can drag the slider and view the hidden information as shown in the image below: |
|
Chats tab
The Chats tab displays information for all the chats where each row in the table represents one chat.
The following image displays details of the Chats tab:
The following table describes each column in the Chats tab:
Column name | Description |
|---|---|
Agent | Displays the name and login ID of the support agent working on a particular chat. The indicator's color on a support agent's profile picture shows whether an agent is online or offline. |
Status | Displays the current status of a chat. The status can be Assigned, In Queue, or Pending Transfer.
|
Session Time | Displays the total time taken to resolve a chat from when a support agent accepts the chat. Note: Administrators can set two different colors for the warning SLA and the breach SLA for Session time. To know about the settings, see Defining-service-level-agreements |
Queue Time | Displays how long a chat is waiting in the queue for support agents to answer. Note: Administrators can set two different colors for the warning SLA and the breach SLA for Queue time. To know about the settings, see Defining-service-level-agreements |
Last response time | Displays the time that has passed since the customer's last message. |
Customer | Displays the name of the customer who has initiated the chat. |
Company | Displays the customer's company name. |
Support queue | Displays the support queue to which the chat belongs. |
Topic | Displays the issue category the customer selects, such as hardware, software, or operating system issues. |
Request | Displays the text of the first message from the customer. |
Last message | Displays the text of the last message, which could be from the customer, the support agent, or a system-generated message. |
Chat statistics tab
The Chat Statistics tab displays high-level statistics for Total open chats, Chats in queue, Assigned chats, Average queue time, Longest queue time, and Average session time.
The longest queue time is highlighted in red on breaching the SLA.
Time related information like Average queue time, Longest queue time, and Average session time is displayed in the MM: SS (Minutes: Seconds) format. If the time exceeds 60 minutes, the format changes to HH:MM: SS (Hours:Minutes: Seconds). For example, the longest queue time could be 01:12:33 (1 hour, 12 minutes, and 33 seconds). If the time exceeds 24 hours, only the number of days is displayed. For example, the longest queue time could be 1 day or 2 days.