Business Insights Articles

What do I see on the Interactions Dashboard?

The Interactions Dashboard shows the total number of interactions, interaction-related metrics, and offers a detailed view on individual interactions.

Note: The Interactions Dashboard is in beta. Contact your Customer Success Manager for more information.

With this dashboard you can gain insights into the following:

  • Total number of interactions
  • Interaction self-service score
  • Interactions trend
  • Helpful rate
  • Other details about interactions such as the amount of channeled interactions, interactions with positive or negative feedback and so on
  • Details about the user?s journey such as the date and time of the interaction, the event type, and the user query

You can do the following with the data on this dashboard:

  • Change the time interval to see a subset of the data
  • Select specific knowledge bases to see data for that knowledge base
  • Create bookmarks with the filters you set
  • View the individual widgets or the Interactions summary table in full screen
  • Download the content of the dashboard, the individual widgets, or the Interactions summary table to pdf
  • Hide columns and use drag-and-drop to change the order of columns in the Interactions summary table
  • Select a number or a percentage in a cell in the Interactions summary table to see the details of the user?s journey for each interaction

What is an interaction?

An interaction represents a user?s attempt to receive information or issue a request as it relates to a specific topic and includes all follow-up actions around the information retrieved. There are two types of interactions: AI-centric interactions and human-assisted interactions.

In an AI-centric interaction, a search event represents the start of an interaction and any follow-up events such as channeling, feedback and conversation events are included up to a period of 24 hours. An interaction conveys the treatment of a specific user need or intent, therefore it will include any piece of follow-up information that is needed to respond to the user's request.

A human-assisted or agent-facing interaction is comprised of one or more end user utterances and the agent?s response or responses.

Important: A follow-up event generated outside the 24-hour period will generate a new engagement, and will not be included in the previous interaction. It will count as an individual event. The first agent message without a prior visitor message, such as a welcome message, doesn't create a new interaction.

What is the interaction self-service score and how is it calculated?

The interaction self-service score indicates whether the user was able to find a response to a specific request. It is calculated by dividing the number of interactions without negative signals with the total number of interactions.

An interaction is self-served if it meets the following criteria:

  • It doesn't include a channeling event
  • It doesn't include negative feedback
  • The bot was able to answer at least one user question

What is the helpful rate and how is it calculated?

Helpful rate shows the percentage of positive feedback on interactions. It is calculated by dividing the number of positive feedback with the total number of feedback.

What is the feedback rate and how is it calculated?

Feedback rate shows the percentage of feedback on interactions. It is calculated by dividing the total number of feedback with the total number of interactions.

What data does the Interactions Summary table contain and how are they calculated?

The Interactions Summary table shows the following pieces of information about engagements:

  • Channeled: percentage of interactions that contain at least one channeling event like chat, ticket, or phone.
  • Unanswered: percentage of interactions that are not answered.
  • Positive feedback: percentage of interactions that contain at least one positive feedback event.
  • Negative feedback: percentage of interaction that contain at least one negative feedback event.
  • Channeled to Bold Agent: percentage of interactions that are channeled to an agent.
  • Interactions with Bold Agent: percentage of interactions that include agent live chat only.

What time interval is used on this dashboard?

Interaction data for the current month and the previous three months is available on this dashboard. The exact time interval is displayed under the Interaction Summary table. You can look at subsets of the data within this time interval by using the Date filter. By default, the dashboard displays engagement data for the last seven days.

How often is the data updated?

The data on this dashboard is updated one a day. The last update time is displayed at the top, above the Interaction trend widget.

What do I see on the Engagements Dashboard?

The Engagements Dashboard shows the total number of engagements, engagement-related metrics, and offers a detailed view on individual engagements.

By reviewing experiences that share an outcome, for example, channeled engagements, you may gain insights into how to further drive optimization.

With this dashboard you can gain insights into the following:

  • Total number of engagements
  • Engagement self-service score
  • Deflection rate
  • Engagement trend
  • Other details about engagements such as the amount of channeled engagements, engagements with positive or negative feedback and so on
  • Details about the user?s journey such as the date and time of the engagement, the event type, and the user query

You can do the following with the data on this dashboard:

  • Change the time interval to see a subset of the data
  • Select specific knowledge bases to see data for that knowledge base
  • Create bookmarks with the filters you set
  • View the individual widgets or the Engagement Summary table in full screen
  • Download the content of the dashboard, the individual widgets, or the Engagements summary table to pdf
  • Hide columns and use drag-and-drop to change the order of columns in the Engagements summary table
  • Select a number or a percentage in a cell in the Engagements summary table to see the details of the user?s journey for each engagement

What is an engagement?

An engagement is a collection of end user events with the bot, with a live agent or both where the longest interruption between two events is no longer than 30 minutes.

An engagement is a user's visit in which a Bold360 capability was used at least once. An engagement may include a variety of events incorporating both Bold360 AI and Bold360 Agent events. Such events can be typing a question, selecting an article, messaging with a live agent, or filling in a chat feedback form. An engagement ends after 30 minutes of idle time.

The engagement calculator service is continuously monitoring incoming raw events and determines if an event is part of an active engagement or belongs to a new one.

What is a proactive engagement?

Proactive engagements are triggered by proactive strategies or campaigns. They are not initiated by the visitor or the agent.

What is the engagement self-service score and how is it calculated?

Engagement self-service score indicates whether the user was able to achieve their objective through self-service. It is calculated by dividing the number of engagements without negative signals with the total number of engagements.

An engagement is self-served if it meets the following criteria:

  • It doesn't include a channeling event
  • It doesn't include a negative feedback event
  • The bot was able to answer at least one user question

The engagement self-service score is expected to be lower than the interaction self-service score. Both engagements and interactions are a certain type of event grouping, with different levels of granularity. In practice, each engagement includes one or more interactions. Therefore, a single negative signal for an interaction has higher impact on engagement self-service score than on interaction self-service score.

For example, if an engagement with five interactions receives a single negative signal, we get 0% engagement self-service score and 80% interaction self-service score.

What is the deflection rate and how is it calculated?

Deflection rate shows the extent to which automated and self-help resources satisfy service demand that would otherwise be handled by support staff. It is calculated by dividing engagements without channeling events with the total number of engagements and is shown as a percentage.

What data does the Engagement Summary table contain and how are they calculated?

The Engagement Summary table shows the following pieces of information about engagements:

  • Channeled: percentage of engagements that contain at least one channeling event like chat, ticket, or phone.
  • Positive feedback: percentage of engagements that contain at least one positive feedback event.
  • Negative feedback: percentage of engagements that contain at least one negative feedback event.
  • Channeled to agent: percentage of engagements that are channeled to an agent.
  • Agent only: percentage of engagements that include agent live chat only.

What time interval is used on this dashboard?

Engagement data for the current month and the previous three months is available on this dashboard. The exact time interval is displayed under the Engagement Summary table. You can look at subsets of the data within this time interval by using the Date filter. By default, the dashboard displays engagement data for the last seven days.

How often is the data updated?

The data on this dashboard is updated one a day. The last update time is displayed at the top, above the Engagement trend widget.

What do I see on the Channeling Dashboard?

The Channeling Dashboard shows the total number of interactions, interaction-related metrics, and offers a detailed view on individual interactions.

Note: The Channeling Dashboard is in beta. Contact your Customer Success Manager for more information.

The Channeling Dashboard allows users to monitor customer?s channel preferences, optimize channel distribution, and continuously reduce the channeling rate of low-value transactions while providing better self-service support for these interactions.

With this dashboard you can gain insights into the following:

  • Channeling trend
  • Channeling distribution
  • Top 10 channeled articles
  • Channel value
  • Details on each channeled interaction such as channel type, value and name, the number of negative feedback and whether it was unanswered

You can do the following with the data on this dashboard:

  • Change the time interval to see a subset of the data
  • Select specific knowledge bases to see data for that knowledge base
  • Create bookmarks with the filters you set
  • View the individual widgets or the Channeling summary table in full screen
  • Download the content of the dashboard, the individual widgets, or the Channeling summary table to pdf
  • Hide columns and use drag-and-drop to change the order of columns in the Channeling summary table

What does the channeling trend chart show?

The Channeling Trend chart shows the number of channeled interactions for each day per channel type (chat, email, ticketing or phone).

What does the channeling distribution chart show?

The Channeling Distribution chart shows the distribution of channel types (chat, email, ticketing or phone) as compared to the total number of engagements for the selected period.

What does the channel value show?

The Channel Value chart shows the distribution of channel sentiments for the selected period.

Channel Sentiment is the negative, neutral or positive score assigned to a channel in the channeling policy. See What is intentional channeling? to learn more.

What data does the Channeling Summary table contain and how are they calculated?

The Channeling Summary table contains the number of channeled interactions grouped by knowledge base, channel type and name.

The Channeling Summary table shows the following pieces of information about articles:

  • Channel value: shows the channel sentiment as defined in the channeling policy.
  • Interactions: number of interactions for the channel
  • Has negative feedback: number of interactions with negative feedback.
  • Unanswered: number of interactions that are not answered.

What time interval is used on this dashboard?

Interaction data for the current month and the previous three months is available on this dashboard. The exact time interval is displayed under the Channeling Summary table. You can look at subsets of the data within this time interval by using the Date filter. By default, the dashboard displays engagement data for the last seven days.

How often is the data updated?

The data on this dashboard is updated one a day. The last update time is displayed at the top, above the Channeling trend widget.

What do I see on the Interactions History Dashboard?

The Interactions History Dashboard shows the total number of interactions, interaction-related metrics, and offers a detailed view on individual interactions for the last 12 months.

Note: The Interactions History Dashboard is in beta. Contact your Customer Success Manager for more information.

With this dashboard you can gain insights into the following:

  • Total number of interactions
  • Interaction self-service score
  • Interactions trend
  • Interactions type trend
  • Other details about interactions such as the amount of channeled interactions, interactions with negative feedback and more

You can do the following with the data on this dashboard:

  • Change the time interval to see a subset of the data
  • Select specific knowledge bases to see data for that knowledge base
  • Create bookmarks with the filters you set
  • View the individual widgets or the Interactions summary table in full screen
  • Download the content of the dashboard, the individual widgets, or the Interactions Summary table to pdf
  • Hide columns and use drag-and-drop to change the order of columns in the Interactions Summary table
  • Select a number or a percentage in a cell in the Interactions summary table to see the details of the user?s journey for each interaction

What is an interaction?

An interaction represents a user?s attempt to receive information or issue a request as it relates to a specific topic and includes all follow-up actions around the information retrieved. There are two types of interactions: AI-centric interactions and human-assisted interactions.

In an AI-centric interaction, a search event represents the start of an interaction and any follow-up events such as channeling, feedback and conversation events are included up to a period of 24 hours. An interaction conveys the treatment of a specific user need or intent, therefore it will include any piece of follow-up information that is needed to respond to the user's request.

A human-assisted or agent-facing interaction is comprised of one or more end user utterances and the agent?s response or responses.

Important: A follow-up event generated outside the 24-hour period will generate a new engagement, and will not be included in the previous interaction. It will count as an individual event. The first agent message without a prior visitor message, such as a welcome message, doesn't create a new interaction.

What do the Interaction Trend and Interaction Type Trend charts show?

The Interaction Trend chart shows the total number of engagements per month as well as the deflection rate and the self-service score.

The Interaction Type Trend chart shows the number of AI-only engagements and the engagements that include both AI and agent live chat events.

What is the interaction self-service score and how is it calculated?

The interaction self-service score indicates whether the user was able to find a response to a specific request. It is calculated by dividing the number of interactions without negative signals with the total number of interactions.

An interaction is self-served if it meets the following criteria:

  • It doesn't include a channeling event
  • It doesn't include negative feedback
  • The bot was able to answer at least one user question

What data does the Interactions Summary table contain and how are they calculated?

The Interactions Summary table shows the following pieces of information about engagements:

  • Interactions: total number of interactions for the knowledge base
  • Bot interactions: total number of AI-only interactions for the knowledge base
  • Channeled: percentage of interactions that contain at least one channeling event like chat, ticket, or phone.
  • Channeled to agent: percentage of interactions that are channeled to an agent.
  • Agent only: percentage of interactions that include agent live chat only.
  • Self-service score: the percentage of interactions without negative signals divided by the total amount of interactions.

What time interval is used on this dashboard?

Interaction data for the last 12 months is available on this dashboard. The exact time interval is displayed under the Interactions Summary table. You can look at subsets of the data within this time interval by using the Date filter. By default, the dashboard displays engagement data for the last seven days.

How often is the data updated?

The data on this dashboard is updated one a day. The last update time is displayed at the top, above the Interaction trend widget.

What do I see on the Engagements History Dashboard?

The Engagements History Dashboard shows the total number of engagements, engagement-related metrics, and offers a detailed view on individual engagements for the last 12 months.

Note: The Engagements History Dashboard is in beta. Contact your Customer Success Manager for more information.

By reviewing experiences that share an outcome, for example, channeled engagements, you may gain insights into how to further drive optimization.

With this dashboard you can gain insights into the following:

  • Total number of engagements
  • Engagement self-service score
  • Deflection rate
  • Engagement trend
  • Engagement type trend
  • Customer effort score
  • Other details about engagements such as the amount of channeled engagements, engagements with negative feedback and more

You can do the following with the data on this dashboard:

  • Change the time interval to see a subset of the data
  • Select specific knowledge bases to see data for that knowledge base
  • Create bookmarks with the filters you set
  • View the individual widgets or the Engagements Summary table in full screen
  • Download the content of the dashboard, the individual widgets, or the Engagements Summary table to pdf
  • Hide columns and use drag-and-drop to change the order of columns in the Engagements Summary table
  • Select a number or a percentage in a cell in the Engagements Summary table to see the details of the user's journey for each engagement

What is an engagement?

An engagement is a collection of end user events with the bot, with a live agent or both where the longest interruption between two events is no longer than 30 minutes.

An engagement is a user's visit in which a Digital DX capability was used at least once. An engagement may include a variety of events incorporating both AI and Agent events. Such events can be typing a question, selecting an article, messaging with a live agent, or filling in a chat feedback form. An engagement ends after 30 minutes of idle time.

The engagement calculator service is continuously monitoring incoming raw events and determines if an event is part of an active engagement or belongs to a new one.

What do the Engagement Trend and Engagement Type Trend charts show?

The Engagement Trend chart shows the total number of engagements per month as well as the deflection rate and the self-service score.

The Engagement Type Trend chart shows the number of AI-only engagements and the engagements that include both AI and agent live chat events.

What is the engagement self-service score and how is it calculated?

Engagement self-service score indicates whether the user was able to achieve their objective through self-service. It is calculated by dividing the number of engagements without negative signals with the total number of engagements.

An engagement is self-served if it meets the following criteria:

  • It doesn't include a channeling event
  • It doesn't include a negative feedback event
  • The bot was able to answer at least one user question

The engagement self-service score is expected to be lower than the interaction self-service score. Both engagements and interactions are a certain type of event grouping, with different levels of granularity. In practice, each engagement includes one or more interactions. Therefore, a single negative signal for an interaction has higher impact on engagement self-service score than on interaction self-service score.

For example, if an engagement with five interactions receives a single negative signal, we get 0% engagement self-service score and 80% interaction self-service score.

What is the deflection rate and how is it calculated?

Deflection rate shows the extent to which automated and self-help resources satisfy service demand that would otherwise be handled by support staff. It is calculated by dividing engagements without channeling events with the total number of engagements and is shown as a percentage.

What is the customer effort score and how is it calculated?

Customer effort score shows the average number of interactions it takes to conclude an engagement. It is calculated by dividing the number of interactions with the number of engagements.

What data does the Engagements Summary table contain and how are they calculated?

The Engagements Summary table shows the following pieces of information about engagements:

  • Engagements: total number of engagements for the knowledge base
  • Bot engagements: total number of AI-only engagements for the knowledge base
  • Channeled: percentage of engagements that contain at least one channeling event like chat, ticket, or phone.
  • Channeled to agent: percentage of engagements that are channeled to an agent.
  • Agent only: percentage of engagements that include agent live chat only.
  • Self-service score: the percentage of engagements without negative signals divided by the total amount of engagements.
  • Customer effort score: number of interactions divided by the number of engagements.

What time interval is used on this dashboard?

Engagement data for the last 12 months is available on this dashboard. The exact time interval is displayed under the Engagements Summary table. You can look at subsets of the data within this time interval by using the Date filter. By default, the dashboard displays engagement data for the last seven days.

How often is the data updated?

The data on this dashboard is updated once a day. The last update time is displayed at the top, above the Engagement trend widget.

What do I see on the Interactions by Labels Dashboard?

The Interactions by Labels Dashboard provides an understanding of users? interactions by grouping them under the labels? hierarchies.

Note: The Interactions by Labels Dashboard is in beta. Contact your Customer Success Manager for more information.

The information on this dashboard is organized by the label hierarchy and by article. If you use labels to indicate business areas like products, services, you can find this dashboard useful to gain insight to users? experience as they relate to the different business areas. See Knowledge Base Labels to learn more about labels.

With this dashboard you can gain insights into the following:

  • Labels with the most interactions
  • Labels with the most channeled interactions
  • Labels with the most positive feedback
  • Labels with the most negative feedback
  • Other details on an article level such as the number of interactions, the number of resolved, unresolved and channeled interactions and the number of interactions with positive or negative feedback

You can do the following with the data on this dashboard:

  • See data for specific labels using the Label filter
  • Change the time interval to see a subset of the data
  • Select specific knowledge bases to see data for that knowledge base
  • Create bookmarks with the filters you set
  • View the individual widgets or the Label Summary table in full screen
  • Download the content of the dashboard, the individual widgets, or the Label Summary table to pdf
  • Hide columns and use drag-and-drop to change the order of columns in the Label Summary table

What is an interaction?

An interaction represents a user?s attempt to receive information or issue a request as it relates to a specific topic and includes all follow-up actions around the information retrieved. There are two types of interactions: AI-centric interactions and human-assisted interactions.

In an AI-centric interaction, a search event represents the start of an interaction and any follow-up events such as channeling, feedback and conversation events are included up to a period of 24 hours. An interaction conveys the treatment of a specific user need or intent, therefore it will include any piece of follow-up information that is needed to respond to the user's request.

A human-assisted or agent-facing interaction is comprised of one or more end user utterances and the agent?s response or responses.

Important: A follow-up event generated outside the 24-hour period will generate a new engagement, and will not be included in the previous interaction. It will count as an individual event. The first agent message without a prior visitor message, such as a welcome message, doesn't create a new interaction.

What data does the Label Summary table contain and how are they calculated?

The Label Summary table contains all the articles grouped by knowledge base and top 3 level of label hierarchy.

The Label Summary table shows the following pieces of information about articles:

  • Number of Interactions: number of interactions in the given knowledge base and article title.
  • Resolved: the number of interactions that are free from negative signals. Negative signals include:
    • Interactions that were not answered
    • Interactions that contain negative feedback
    • If multiple answers were provided by the bot but none got selected
  • Unresolved: the number of interactions that contain at least one negative signal
  • Channeled: the number of interactions that contain at least one channeling event like chat, ticket, or phone
  • Positive feedback: the number of interactions that contain at least one positive feedback event
  • Negative feedback: the number of interactions that contain at least one negative feedback event

What time interval is used on this dashboard?

Interaction data for the current month and the previous three months is available on this dashboard. The exact time interval is displayed under the Label Summary table. You can look at subsets of the data within this time interval by using the Date filter. By default, the dashboard displays engagement data for the last seven days.

How often is the data updated?

The data on this dashboard is updated one a day. The last update time is displayed at the top, above the Label filter.

What event types are available in Bold360?

Event types are the most granular actions and occurrences detected on Bold360?s touchpoints.

Events are log entries of a user or system event that relate to the user experience. When you drill down in the Business Insights dashboards, you will see all the relevant engagements with their event types.

Bold360 AI event types

The following list provides information about event types that occur in Bold360 AI.

Answer link clicked
The user clicked a link in the body of the response to go to a linked Bold360 AI article.
Article collapsed
The user collapsed a response after viewing it.
Article expanded
When the search returned several results, the user expanded one of the options.
Autocomplete suggestion selected
The user selected an autocomplete option as they were typing their inquiry.
Channeled
The user requested to have their inquiry be handled by another channel, like phone or e-mail.
Feedback sent
The user provided positive or negative feedback.
Option selected
The user selected an option presented by the system, for example, a button that was part of a conversation or one response out of a few possible ones in a conversation interface.
Search
The user provided input on their need either by typing an inquiry or selecting from a list of predefined options, for example, in a support center or an FAQ list.

Bold360 Agent event types

The following list provides information about event types that occur in Bold360 Agent.

App chat created
The visitor clicked on the Chat button on an asynchronous channel.
App chat message closed after the timeout
The chat was closed after timeout on an asynchronous channel.
App chat message ended by agent
The chat with a live agent ended on an asynchronous channel.
App chat message has been escalated to an agent
The chat session was escalated to Bold side, directly to Automatic Chat Distribution (ACD) on an asynchronous channel.
App chat message received
The asynchronous text message between the user and the agent. The sender is indicated by the <<field>>.
App chat messages has been assigned to an agent
Asynchronous messaging chat was assigned to an agent by ACD event.
App chat started
Asynchronous messaging chat started.
Chat assigned by ACD
User was assigned to an agent by ACD. 
Chat assigned to agent
The user's chat was assigned to an agent, for example when ACD isn't turned on.
Chat button clicked
When the visitor clicked on the Chat button regardless of whether the button is available, unavailable or blocked.
Chat disconnected
The chat was disconnected.
Chat ended
The chat with a live agent ended.
Chat escalated
The chat session was escalated to an agent directly to ACD.
Chat message
Text message between the user and the agent. The sender is indicated by the <<field>>.
Chat queued
The user's request to speak with an agent was placed in the relevant queue.
Chat window closed
The user closed the Bold360 window.
Co-browse accepted
The user accepted the invite to co-browse.
Co-browse ended
The co-browse session ended.
Co-browse request
The agent sent a co-browse request.
Co-browse started
The user started to share their screen with the agent through a co-browse session.
Conversion
Specific chats can relate to actual sales or other milestones, such as new account created or page viewed. These events are tracked as conversions.
File downloaded
A file was downloaded to the user's device.
File sent
The agent sent a file to the user.
Pin invitation accepted
The visitor accepted the manual invitation.
Proactive invite accepted
The user accepted the not only proactive invitation.
Proactive invite declined
The user actively declined the not only proactive invitation.
Proactive invite ignored
The user ignored the event. It can be set up for any timeout.
Proactive invite sent
The user was identified as part of a target audience to be approached proactively. An invitation to engage was presented to this user.
Remote-control accepted
The visitor accepted the remote control request.
Remote-control ended
The remote control session ended.
Remote-control request
The agent started a remote control session.
Remote-control started
A remote control session started.

What is Business Insights?

Business Insights enable you to analyze user journeys from beginning to end and gain insights into the efficiency of your digital engagement services.

Business Insights provides a comprehensive view of the user journey across the Bold360 AI and Bold360 Agent platforms: you can follow the end user?s journey from the moment they start interacting with the bot through their communication with the agent until the conversation ends.

Business Insights collects and presents data on the following dashboards:

  • Engagements Dashboard
  • Interactions Dashboard
  • Channeling Dashboard
  • Interactions by Labels Dashboard
  • Engagements History Dashboard
  • Interactions History Dashboard
Note: The Engagements Dashboard is available on all accounts. The rest of the dashboards are in beta. To learn more about the beta dashboards, contact your Customer Success Manager.

You can easily personalize the generic views of the Business Insights Dashboards to accommodate the your business needs and you can bookmark multiple personalized views for future use.

Featured

Allowlists and the Bold360 platform

Allowlists and the Digital DX AI platform

To use Genesys DX, you may want to allowlist certain URLs so that its connected services are able to connect.

We recommend you add the following URLs to your network's allowlist:

  • *.boldchat.com, *bold360.com - Genesys' service for adding chat to websites
  • *.nanorep.co ? The site for customers who have access to the Bold360 AI platform (Service, Advise, and Acquire)
  • authentication.logmeininc.com, auth.bold360.com - LogMeIn's sign-in service
  • launch.bold360.com, myaccount.logmeininc.com, profile.logmeininc.com - LogMeIn's MyAccount page, where you can manage and access all your LogMeIn products

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

Note: This list includes sub-domains for the listed domains, so it is advisable to use wildcard rules wherever possible when you allow or block any LogMeIn service on your network. Specifically, we recommend you to allow *bold360.com and *logmeininc.com. The services themselves communicate using port 443 (HTTPS/SSL) and port 80, so you don't need to open any additional ports within a firewall.

LogMeIn IP ranges

We recommend you add LogMeIn domains and URLs to your network's allowlist instead of allowing LogMeIn IP ranges. If that is not feasible, refer to the list of LogMeIn IP addresses.

CIDR Notation Numeric IP Range Netmask Notation
67.217.80.0/23 67.217.80.0 - 67.217.81.255 67.217.80.0 255.255.254.0
95.172.70.0/24 95.172.70.0 - 95.172.70.255 95.172.70.0 255.255.255.0
173.199.52.0/23 173.199.52.1 - 173.199.53.254 173.199.52.0 255.255.254.0

IP addresses for the sign in service

To sign in to your Bold360 work environment, you must allow LogMeIn's sign-in service. To do that by IP addresses, add the following IPs to your firewall settings:

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

Make sure you allow the following email addresses so that identity-related and authentication emails are received:

  • noreply@logmein.com
  • support@bold360.com

Third-party IP Ranges

You must also allowlist ranges for these third-party services based upon your use of these service providers:

Email Domains

For email invitations and correspondences from us and the BoldChat/Bold360 software, we recommend allowing the following email domains through your email's spam and allowlist filters.

  • noreply@logmein.com
  • support@bold360.com

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

 

Update as of September 14, 2021

Beginning on October 9, 2021, additional changes are taking place as part of the migration process of the DX platform from LMI to Genesys. The failover will take place in 3 stages from LMI on-premise data centers to Genesys cloud-based environment which provides robustness, flexibility and better scalability to the DX platform.

[ACTION] - If you allow list Agent (formerly known as BoldChat) by domain (preferred to DNS or IP allowlisting), you will need to allowlist the following domains in your organization's network/firewall:

  • bold360.com
  • boldchat.com

Alternatively, you can allowlist the following DNS servers:

Ireland

  • eub-app16-01.boldchat.com
  • eub-app16-02.boldchat.com
  • eub-app16-03.boldchat.com
  • eub-app16-04.boldchat.com
  • eub-app16-05.boldchat.com
  • eub-app16-06.boldchat.com
  • eub-app16-07.boldchat.com
  • eub-app16-08.boldchat.com
  • eub-app16-09.boldchat.com
  • eub-app16-10.boldchat.com
  • eub-app16-11.boldchat.com
  • eub-app16-12.boldchat.com

Frankfurt

  • eub-app17-01.boldchat.com
  • eub-app17-02.boldchat.com
  • eub-app17-03.boldchat.com
  • eub-app17-04.boldchat.com
  • eub-app17-05.boldchat.com
  • eub-app17-06.boldchat.com
  • eub-app17-07.boldchat.com
  • eub-app17-08.boldchat.com
  • eub-app17-09.boldchat.com
  • eub-app17-10.boldchat.com
  • eub-app17-11.boldchat.com
  • eub-app17-12.boldchat.com

[ACTION] - If you allow-list Agent (formerly known as BoldChat) by IP, here are the IPs you will need to allow list in your organization in order to avoid connectivity issues with the new Data Center on October 9th:

Ireland

  • 34.246.13.84
  • 54.155.23.252
  • 46.137.48.149
  • 34.254.28.102 5
  • 2.49.80.82
  • 63.33.229.51
  • 54.75.218.75
  • 54.216.206.26
  • 34.246.145.123
  • 52.212.90.186 5
  • 4.77.148.81
  • 34.251.74.92

Frankfurt

  • 3.122.210.241
  • 18.192.113.151
  • 3.68.175.68
  • 18.196.140.195
  • 3.68.178.202
  • 18.194.200.171
  • 18.198.110.95
  • 18.192.7.127
  • 3.65.55.253
  • 3.64.238.21
  • 3.64.109.185
  • 18.198.123.19