---
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 - User Details page

# Legacy - User Details page {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 Minuten Lesedauer

Use the User Details page to see the history of a user's conversations.  
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).

The User Details page lists all chats that a user had with the Virtual Agent. It
also displays the summary such as the language used in the chats, the first and last chats, and
the channels.  
Abbildung : 1. User details page  
Abbildung : 2. User details page

You can select the star icon on the User Details page to tag the user as a favorite. In the Users page, you can easily list the users that are marked as favorite using the Filter Editor.

## Benefits {#user-page__section_d2k_5tc_xpb}

The User Details page enables you to do the following:

* View detailed information about each chat, and mark chats as favorite. For more information, see [Get information about each chat](https://servicenow-prod.fluidtopics.net/A0GyAq9bnNzPnJz_NmmBxg#user-page__section_zj2_nmh_5pb).
* View details about each user. For more information, see [Get information about each user](https://servicenow-prod.fluidtopics.net/A0GyAq9bnNzPnJz_NmmBxg#user-page__section_rpm_q5c_xpb).
{#user-page__ul_p5h_wtc_xpb}

## Get information about each chat {#user-page__section_bff_wvq_b4b}

To get detailed information about one of the chats listed on the User Details page, select a
date in the list of conversations. The dashboard displays a dialog box with details about the
selected chat.  
Abbildung : 3. Chat details

The Conversation Type shows that the chat started in Virtual Agent and moved to a live agent. You can see that in the conversation
log.  
Abbildung : 4. Chat timeline

The log shows that the user chatted with Virtual Agent until 5:25. Then the
user asked to talk to a live agent, who joined the chat at 5:32. The timeline shows events such
as how many responses Virtual Agent made, and when the live agent closed the
chat.  
Abbildung : 5. Timeline log

To find a conversation later, select the star icon next to the page title to make it a favorite.

## Get information about each chat {#user-page__section_zj2_nmh_5pb}

You can get more information about a chat that a user had with the Virtual Agent. To get detailed information about one of the chats listed on the User Details page, select a
date in the list of conversations. The information appears on the side panel.
Abbildung : 6. Chat details  
To view the chat transcript for a user's conversation, select the Transcript tab.Abbildung : 7. Conversation transcript

To view the chat timeline, select the Timeline tab.  
Abbildung : 8. Timeline

The Timeline tab shows the topic flow in the chat. For example, the
following image shows that the chat started in Virtual Agent and moved to a live
agent.  
Abbildung : 9. Topic flow

The timeline shows that the user chatted with Virtual Agent until 5:25. Then
the user requested to talk to a live agent, who joined the chat at 5:32. The timeline shows
events such as how many responses Virtual Agent made, and when the live agent
closed the chat.  
Abbildung : 10. Timeline log

To tag the chat as favorite, select the star icon on the side panel. On the Conversations page, you can easily list the chats that are marked as favorite using the Filter Editor. For more information, see [Legacy - Conversations tab](https://servicenow-prod.fluidtopics.net/l1q8mBQZth3xTVphGOfMWg "Use the Conversations tab to view the list of Virtual Agent conversations and details of each conversation that occurred during the selected date range.").

## Get information about each user {#user-page__section_rpm_q5c_xpb}

The following table explains the fields in the User Details page:  
{#user-page__table_jvz_dvq_b4b__entry__2}

| Field | Description |
|-|-|
| User ID | User ID of the logged in user. If users don't log in, they appear in the sessions as anonymous. |
| First conversation | How long ago the user first started the Virtual Agent chat. |
| Last conversation | How long ago the user last had a Virtual Agent chat. |
| Time in chat | Duration of the Virtual Agent chat. |
| Languages | Language the user used in the chats. |
| Channels | Software that the user used to chat. |
[Tabelle : 1. Details]

{#user-page__table_jvz_dvq_b4b}