Conversations tab

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Conversations tab Extend ServiceNow AI Platform capabilities

    The Conversations tab allows ServiceNow customers to access and analyze Virtual Agent conversations within a specified date range. It displays conversations from the Conversation table, excluding notifications, ongoing conversations, and previews. All conversation data is retained for two years, and access requires the Chat Analytics Viewer role.

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    Key Features

    • Filtering Conversations: Easily filter conversations using the filter editor to meet specific criteria.
    • Conversation Details: View detailed information about each conversation in a side panel by selecting a conversation from the list.
    • Exporting Data: Export the list of conversations in various formats (Excel, CSV, JSON, or PDF) and select the delivery type (email or download). Note that a maximum of 1000 records can be exported at a time.
    • Transcript Downloads: Download conversation transcripts to assist with troubleshooting, which include user inputs and Virtual Agent responses.

    Key Outcomes

    By utilizing the Conversations tab, customers can efficiently manage and analyze Virtual Agent interactions, troubleshoot issues through conversation transcripts, and gain insights into user engagement and conversation performance. These capabilities enhance the overall effectiveness of the Virtual Agent and improve user satisfaction.

    Use the Conversations tab to view the list of Virtual Agent conversations and details of each conversation that occurred during the selected date range.

    All conversations from the Conversation table [sys_cs_conversation], that run on the Virtual Agent Designer are listed on the Conversations page, except for notifications, open (ongoing) conversations, and previews.

    Virtual Agent conversations and analytics data is retained for a period of two years.

    To access the Conversations tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role.

    Figure 1. Conversations page
    Virtual Agent Analytics conversations page set to all conversations, with first conversation in list highlighted.

    Conversations tab benefits

    The Conversations tab enables you to do the following:

    Get conversation details

    To get more information about a conversation, select one of the conversations in the list. The information appears on the side panel.

    Figure 2. Conversation details
    Virtual Agent conversation details panel.

    To view and download the conversation transcript, select the Transcript tab.

    Figure 3. Conversation transcript
    Virtual Agent Conversation transcript tab showing record of conversation.

    Export the conversations list

    To export the conversations list on the Conversations page to a file, select Export. In the Export pop-up window, specify the format for the file such as Excel, CSV, JSON, or PDF, and the delivery type such as email or download.

    Note:
    You can export up to 1000 records only from the list on the page. This limit is not configurable.

    Conversation information

    The following table describes details of conversations listed in the Conversations tab.

    Table 1. User information
    Column Description
    Created Date of the conversation.
    Duration Duration of the conversation.
    User ID Unique identifier that the system creates and permanently assigns to a Virtual Agent user. The Id becomes a part of conversation records.

    This number is not the same as the system user ID.
    Device Type Conversational channel used for the chat.
    Language Language used for the conversation.
    End state How the conversation ended. For more information on various conversation end states, see Virtual Agent interaction records.
    Type Type of conversation, for example, VA Only (conversation initiated and completed in VA).
    Conversation

    Download the conversation transcript

    To download the conversation transcript, select a conversation from the conversations list and click Download.

    The conversation transcript .txt file includes various data elements such as user input, Virtual Agent response, Flow Designer Integration Hub, flow action, custom controls, and topic block information for the selected conversation. This information helps Virtual Agent administrators to troubleshoot conversations, for example, conversations where there were errors or transfers to a live agent. For more information on the .txt file, see Conversation transcript template.