Viewing and generating 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:
| |
Live Chat Customer Experience dashboard | View the following metrics for your company and support queue:
| |
Live Chat Usage and Value dashboard | View the following metrics for your company and support queue: | |
Live Chat Historic Data dashboard | View details about ticket deflection and abandoned chat sessions from your Live Chat |
Example: Live Chat Agent and Team Performance dashboard
A company has implemented Live Chat and has several agents working in support queues such as IT, HR, Database, and so on. 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 administrator observes the following trends and can take actions 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 and no action is required for this data. |
66% of agent are available for live chat for the day, | Investigate whether this is the expected percentage. |
In Chat resolution methods, 96% chats are unresolved or abandoned in the last 30 days. | Investigate the problem and identify the ways to resolving chats by creating incident, work orders, or sharing relevant knowledge articles. |
The maximum chat sessions are seen in the IT General support queue. | Investigate how this number can be reduced by diverting to the appropriate support queues. |
Example: Live Chat Customer Experience dashboard
A company has implemented Live Chat along with BMC Helix Virtual Agent. The administrator wants to know the distribution of live chat source between Self Service Portal and BMC Helix Virtual Agent (chatbot), the maximum wait time until a live chat request is picked up by an agent, and the reassignment rate of live chats.
The administrator observes the following trends and can take actions to improve the effectiveness of the chatbots in the system:
Observed trend from the example report | Possible action |
|---|---|
The maximum wait time for live chat for the day is around three minutes. | This wait time is within the threshold and no action is required. |
Hundred percent of the live chat sessions are reassigned for the day. | Investigate this issue and check whether the support queues are working as expected. |
In Live chat sources, 98% of the live chat requests are coming from Self Service Portal. | Increase user adoption of BMC Helix Virtual Agent to balance this number. |
Example: Live Chat Usage and Value dashboard
A company 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 administrator observes the following trends and can take actions to improve the effectiveness of the chatbots in the system:
Observed trend from the example report | Possible action |
|---|---|
The number of live chat sessions are almost twice in January than in December. | Investigate the reason for this spike and find ways to avoid such an increase in the number going forward. |
In Ticket deflection, out of the 49 chat sessions this month, only nine sessions were closed without ticket creation. | Investigate whether this is because of the following reasons:
|
Example: Live Chat Historic Data dashboard
A company 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 administrator observes the following trends and can take actions to improve the effectiveness of the chatbots in the system:
Observed trend from the example report | Possible action |
|---|---|
List of chat sessions closed without ticket | Monitor this report to check the efficiency of the agent, chat topics, and chat session time. |
List of chat sessions abandoned by the end users | Monitor this report to check which end users abandoned maximum number of chats and investigate the reason. |
List of chat sessions abandoned by the agents | Monitor this report to check which agents abandoned maximum number of chats and investigate the reason. |