This documentation supports the 21.3 and consecutive patch versions of Live Chat.To view an earlier version, select the version from the Product version menu.

Viewing installed reports for BMC Live Chat

BMC Live Chat provides several default reports, as described in Installed reports. You can run and view these report, in addition to any custom reports that you create. 

To enable unqualified searches

You must have Supervisor or Admin permissions to run all the installed reports. For some reports, you must enable unqualified searches. For more information about unqualified searches, see Running reports in Action Request System online documentation.

  1. From the BMC Remedy AR System Administration Console, select General > Server Information.
  2. In the Server Information form, click the Configuration tab.
  3. Verify that Allow Unqualified Searches is not selected.
  4. Click OK.

To view BMC Live Chat reports

  1. Click AR System Administration > AR System Report Console.
    AR System Report Console 
  2. For Show, select All Reports.
  3. For Category, select Virtual Agent > Chat > All Reports. 
  4. Select one of the listed reports, and click Run.
  5. In the Parameters dialog box, specify the requested parameters, and click OK.

    Depending on the report, the parameters vary. In the following example, a user selects the Live Chat: Average Chat Duration by Agent report and must specify the company and agent parameters.
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Installed reports

The following reports are installed with BMC Live Chat and are available by default. You have to run these reports as explained in the Viewing reports for BMC Live Chat.

For more information about creating custom reports for BMC Live Chat, see Reporting-events-for-custom-reports. 

The accuracy of these reports require that you have assigned Incident permissions to the AR user specified in the eschat_config.properties file, as described in Adding permissions to BMC Virtual Chat account. 

Report Name

Description

Live Chat: Average Chat Duration by Agent 1

Supervisor or Admin is able to  identify average chat duration for a particular agent from the time the agent starts chatting for a specific period.

Live Chat: Chat Abandon Rate for Group 1

Supervisor or Admin is able to see the report that shows the number of abandoned chats for each group. This is the number of times that an agent clicks Abandon in the Support Agent Console, not the number of customers who have left or abandoned chats.

Live Chat: Chat Log History 1

Supervisor or Admin is able to recover chat log history per user and chat session.

Live Chat: Group Average Chat Duration 1

Supervisor or Admin is able to identify average chat duration for a particular group from the time the agent starts chatting.

Live Chat: License Usage Report

Supervisor or Admin is able to see how many licenses are being utilized.

Live Chat: Team Average Chat Duration 1

Note: In BMC Live Chat version 9.1.02, the Team Average Chat Duration is renamed to Group Average Chat Duration report. The functionality remains unchanged.

Supervisor is able to identify the average chat duration for a particular group from the time that the agent starts chatting.

Live Chat: Web Chat Speed of Answer (WSA) in minutes 1

Supervisor or Admin is able to identify the average wait time per group from when a self service user requests a live chat and an agent pick up the chat.

1 This report requires that the Allow Unqualified Searches option is enabled unqualified searches. 

Related topics

Reporting-events-for-custom-reports

BMC Remedy AR System Report Console  in the AR System online documentation.


 

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