---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Use ITSM Virtual Agent analytics dashboard

# Use ITSM
Virtual Agent Analytics dashboard {#ariaid-title1}

Release version: Australia  
Updated July 1, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the ITSM
Virtual Agent analytics dashboard to track chat volume and engagement patterns, identify trending topics by volume, drill into detailed topic performance, and measure customer satisfaction using AI transcripts and user
feedback.  
You can access the ITSM Virtual Agent analytics dashboard from Service Operations Workspace (SOW) or Assistant Designer.

* To access from SOW, you must have the itil role.
* To access from Assistant Designer, you must have the itil and virtual_agent_admin roles.
{#using-itsm-conversational-analytics-dashboard__ul_pny_zfs_x3c}  

|-|
| **From SOW:** 1. Navigate to WorkspacesService Operations Workspace. 2. Select the Dashboard icon ![](). 3. In the IT Agent Dashboard, search for and select ITSM Virtual Agent analytics. The ITSM Virtual Agent analytics dashboard displays. {#using-itsm-conversational-analytics-dashboard__ol_olm_5hx_g3c} |
| **From Assistant Designer:** 1. Navigate to AllConversational InterfacesAssistant Designer. The Assistant Designer screen appears. 2. Select the Analytics tab in the top ribbon. 3. In the left pane, select Related Dashboards. 4. Select the ITSM Virtual Agent analytics dashboard.The ITSM Virtual Agent analytics dashboard displays. {#using-itsm-conversational-analytics-dashboard__ol_p5z_zhx_g3c} |
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{#using-itsm-conversational-analytics-dashboard__table_jhd_xvw_g3c}
* **[ITSM Virtual Agent Analytics reference](https://servicenow-prod.fluidtopics.net/zQm7BARPIyCbINVyrgSB6Q)**   
  Reference information for scheduled jobs that collect ITSM Virtual Agent analytics data and scripts that configure topic clustering.

*[\>]: and then