Overview tab

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Extend ServiceNow AI Platform capabilities

    The Overview tab in the Conversational Analytics dashboard is essential for evaluating the performance of Virtual Agent. It provides key performance indicators (KPIs) that reflect how well the Virtual Agent is functioning. Access to this tab requires the Chat Analytics Viewer role. Notably, the Now Assist feature is visible only when enabled.

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    Key Features

    • Deflection Count: Measures the number of times Virtual Agent helps resolve issues.
    • Deflection Pattern: Shows frequency of deflections by specific patterns.
    • KB Breakdown: Lists knowledge base articles used during deflections.
    • Active VA Users: Counts unique users engaging with the conversational interface.
    • Conversations: Total number of interactive conversations initiated.
    • VA Success Rate: Indicates the percentage of conversations completed without escalation.
    • Topic Flows Completed: Percentage of successfully completed topics by users.
    • User Feedback: Categorizes user feedback as good, bad, or neutral.
    • Channels: Counts conversations executed across various configured channels.
    • Conversation End State: Details the number of conversations concluding in predetermined states.

    Key Outcomes

    By utilizing the Overview tab, ServiceNow customers can effectively monitor Virtual Agent performance and identify areas for improvement. Customers can leverage insights from deflection metrics, user feedback, and topic completion rates to enhance the user experience and optimize the Virtual Agent’s functionality. Typical actions include selecting deflection configurations, visualizing data for deeper insights, and adjusting the date range for analysis.

    Use the Overview tab to view key indicators that help you evaluate the performance of Virtual Agent.

    The Overview tab is the landing page for the dashboard. The visualizations in the Overview tab are important indicators of how VA is performing. You must have the Chat Analytics Viewer (chat_analytics_viewer) role to use the Overview tab.

    Note:
    Now Assist in Virtual Agent Analytics appears in the left navigation only when you have Now Assist in Virtual Agent enabled.

    Virtual agent analytics dashboard overview tab

    Table 1. Key performance indicators
    Indicators Descriptions
    Deflection Count Number of deflection occurrences measured by the execution count of the Deflection topic block. A deflection occurs when Virtual Agent resolves or helps to resolve an issue for a user.
    Deflection Pattern Number of deflections per deflection patterns.
    KB Breakdown Titles of KB articles with the number of times they were presented as part of deflections.
    Active VA users Cumulative number of unique active end users (not agents) who used the conversational interface.
    Conversations Count of all interactive conversations initiated from the Virtual Agent.
    VA success Percentage of conversations that were completed without escalation and with an intended topic flow.

    Completed conversations are those that reach the end of a Virtual Agent topic or conversation, are closed by the user, or are automatically closed.

    Completed without escalation means that the conversation was not routed to a live agent, and the user did not give negative feedback. (Feedback types include negative, positive, neutral, and no feedback.)
    Topic flows completed Percentage of topics that end users completed till the last node out of all topics invoked and ran.
    Topic Category - Complete Number of completed conversations shown per topic Category.
    Topic Category - Incomplete Number of incomplete conversations shown per topic category.
    Topic - Complete Number of occurrences per topic when the user completed to the last node.
    Topic - Incomplete Number of occurrences per topic where users abandoned the conversation before the topic reached the last node.
    User feedback Feedback results categorized as good, bad and neutral. The feedback results are calculated from the Feedback Setup topic.
    Note:
    A user with Chat Analytics Admin role can change how frequently the Feedback Setup topic shows after the completion of chat using the system properties.
    Channels Number of conversations executed across the configured channels of the Virtual Agent.
    Conversation end state Number of conversations that have ended in the out-of-the-box conversation end state.

    Typical actions on the Overview tab include:

    • Selecting a deflection configuration to view the deflection indicators such as deflection count, deflection patter, and KB Breakdown.
    • Selecting the visualized data, for example, a bar in a bar chart, to get additional information about the data.
    • Changing the date range of the data displayed.