Configure Virtual Agent topics for ITSM Success Dashboard

Freigeben Version: Australia

Aktualisiert 12. März 2026

1 Minute Lesedauer

Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators so that data is displayed correctly if you have topics other than the base system topics.

There are two different ways the base system measures success for Virtual Agent usage:

Using deflection nodes in Virtual Agent topics which provides highly accurate and requires medium effort in tracking. For more information on how to use the deflection nodes, see Configure Virtual Agent topics for ITSM Success Dashboard indicators.
Using self-service activity analytics which provides mid-high accuracy and requires zero effort in tracking. For more information on how to configure using the self-service analytics, see Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics.
To update the live agent script include see, Update the live agent script include.