Viewing the BMC Remedyforce Chat dashboard
The Remedyforce Chat dashboard displays the following data in the form of charts and views:
Report | Chart type | Description |
|---|---|---|
Chat sessions by Status | Pie chart | Displays overall information about abandoned and completed chat requests. |
Chat session by Categories | Bar chart | Displays information about the abandoned and completed chat requests based on Remedyforce Chat categories. |
Chat sessions by Account and Category | Pie chart | Displays information about the abandoned and completed chat requests based on Self Service accounts and Remedyforce Chat categories. |
Chat session by Accounts | Bar chart | Displays information about the abandoned and completed chat requests based on Self Service accounts. |
Chat duration | Pie chart | Displays overall information about the chat duration based on categories and status. |
Chat duration by Categories | Bar chart | Displays information about the chat duration based on categories. |
The following table provides information about the details included in the report:
Term | Description |
|---|---|
Serviced | A chat initiated by a client that is successfully assigned to a staff member. Note: A chat is considered as a service chat, if a staff member is assigned the chat request although the client and the staff member do not exchange any messages. |
Abandoned | A chat initiated by a client but the chat was ended before it was assigned to a staff member.. |
Chat length | The duration for which the client and staff members exchanged messages. |
Wait time | The duration for which the client had to wait before the request was assigned to a staff member. |
To view the Remedyforce Chat dashboard
- Click the Reports tab.
- From the Folders list, select Remedyforce Chat Dashboard.
- In the Name column, click Remedyforce Chat Dashboard.
- (Optional) To update the charts and views in the dashboard on a periodic basis, click Refresh.
Related topics
Creating-an-incident-from-a-client-chat