---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Legacy - Topic categories

# Legacy - Topic categories {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Use the Category page in the Conversational Analytics dashboard to see the performance of Virtual Agent (VA) topics divided into categories.  
Wichtig:  
Conversational Analytics dashboard is being prepared for future deprecation. It will be supported until deprecation but will no longer be available for installation. A new Conversational Analytics dashboard in Platform Analytics experience, which meets the compliance requirements of Government Community Cloud (GCC), and thus FedRAMP authorized, is available. See [Conversational Analytics dashboard in Platform Analytics experience](https://servicenow-prod.fluidtopics.net/6B_OK21GFI14YzQaejz1JA "The Conversational Analytics dashboard in Platform Analytics experience helps you improve Virtual Agent (VA) interactions with users by providing insights into conversational data. The dashboard helps you refine topics and improve the deflection rate of VA.").

For details on the deprecation process, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

If you are an existing user of this dashboard and want to migrate analytics data to the new dashboard, see [Migrate data to Conversational Analytics dashboard in Platform Analytics experience \[KB1651556\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1651556).

Topic categories group related conversation topics. Topics can belong to more than one category. Select the drop-down list to show the categories that you can display in the visualizations. The visualizations show the aggregate
performance of Virtual Agent conversations that ran in the topics belonging to a category.


For more information about creating or modifying VA categories, see [Create or modify custom categories](https://servicenow-prod.fluidtopics.net/rR16iTTw2L_3fOmBP_xRTA "Create or change custom categories for organizing and grouping related Virtual Agent assets, such as topics. You can also make category labels visible in the Topic picker menu displayed to end users.").  
{#category-page__table_mpj_xvy_j4b__entry__2}

| Visualization | Description |
|-|-|
| Conversation end state | The number of users that reached a specific node in a topic in the VA category. In the example, six users reached the node labeled, System closed VA - Auto Closed. Use this field to see where topics stopped working for users. For definitions of each conversation end state, see [Virtual Agent interaction records](https://servicenow-prod.fluidtopics.net/4W2Ed2c1cbvENbIcWYvIKw "Each time a Virtual Agent conversation occurs, an interaction record captures the entire conversation in the Interactions [interaction] table. The record includes all topic elements used in the conversation, as well as live agent transfers."). |
| Transfer to live agent | The number of users that transferred from VA to a live agent in that VA category. A high number indicates that the topic is not meeting user needs. |
| Topic usage trend | Number of topics users used in a specified topic category over the course of the date range. The example shows the number of topics per day users used in the IT category. Use this field to monitor updates to topics. |
| Channel | The application the user used to chat with VA in that topic category, for example, Slack or chat widget. |
| Channel usage trend | Number of users using a specified channel over the course of the date range for topics in that VA category. |
[Tabelle : 1. Topic category visualizations]

{#category-page__table_mpj_xvy_j4b}