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

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Legacy - Use filters in the Conversation tab

# Legacy - Use filters in the Conversation tab {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 min. de leitura

You can filter out conversation for a deeper understanding.  
Importante:  
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/3ta4qak9UP0IQHIangtqmQ "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).

## Filtering using list options {#conversation-tab-filtering__section_xmk_mk3_spb}

You use the list options to filter the conversations.  
Nota:  
The dashboard converts the dates to UTC, which might not match the dates in the conversations list.  
{#conversation-tab-filtering__table_ymk_mk3_spb__entry__2}

| Option | Description |
|-|-|
| All | Lists all conversations. |
| VA Success | List all conversations that are considered successful. You can edit the default formula that defines successful conversations by using formula overrides. For more information, see [Legacy - Create custom override definitions](https://servicenow-prod.fluidtopics.net/mz~mpXLE3LaHR8EvrTEc3A "Use scripts to override the default formulas used to create the analytics on the Conversational Analytics Dashboard."). In the base system, the default formula is set as a percentage of conversations that did not escalate to a live agent, did not have negative feedback, and contained a topic that went through to the last node. |
| Fallback | Lists all conversations where Virtual Agent didn't understand the user and used fallback text to prompt the user for additional information. |
| Live Agent Transfer | Lists all conversations where Virtual Agent transferred the user to a live agent. |
[Tabela 1. List options]

{#conversation-tab-filtering__table_ymk_mk3_spb}

## Filtering using the Filter Editor {#conversation-tab-filtering__section_izh_yrd_vpb}

To filter the conversations, select View/edit filter and use the condition builder in the Filter Editor pop-up window. You can either select a default filter from the list or create a new filter condition.
For example, the following image shows a condition in the Filter Editor pop-up window. This condition lists conversations that use the Pizza Order topic, and that have the Pizza Type
topic node (a static choice control) in which the user has selected the Pepperoni value.  
Figura 1. Condition using a static choice value

Another example condition is shown in the following image. This condition lists conversations
that use the Pizza Order topic and that have the
Confirm topic node (a boolean control) in which the user has selected
the true value.  
Figura 2. Condition using a boolean value  
The condition builder consists of the following:

* Field: A list based on relevant tables. For more information about the field options, see [Field options in the Filter Editor](https://servicenow-prod.fluidtopics.net/gq5Y5rWGnuPPl7mW1rYmfQ#conversation-tab-filtering__section_zpm_12c_xpb).
* Operator: A list of operators that is contextually generated based on the selected field.
* Value: A text entry field or a list that is contextually generated based on the selected field.
{#conversation-tab-filtering__ul_sdt_y2p_spb}

To add a dependent condition in the condition builder, either select or or and. To filter the conversations list using the condition, select Run.

To remove a condition, select the delete icon ![Delete icon.]() next to the condition.  
To save a condition that you created in the condition builder, select Save Filter. In the Save Filter pop-up window, specify a name for the condition. Users having the Chat Analytics Viewer (chat_analytics_viewer) role can select and modify your saved filters.Figura 3. Saved condition

## Field options in the Filter Editor {#conversation-tab-filtering__section_zpm_12c_xpb}

{#conversation-tab-filtering__table_im5_d2c_xpb__entry__2}

| Option | Description |
|-|-|
| Channel | Conversations that used the specified channel. |
| Conversation Time | Conversations within the specified date and time. |
| Duration | Conversations within the specified time duration. You can edit the definition of duration to be a session duration, rather than an active messaging duration. For more information, see [Legacy - Create custom override definitions](https://servicenow-prod.fluidtopics.net/mz~mpXLE3LaHR8EvrTEc3A "Use scripts to override the default formulas used to create the analytics on the Conversational Analytics Dashboard."). |
| End State | Conversations with the specified state that is based on how conversations ended. The values for the end states are stored in the Interactions \[interactions\] table. For more information, see [Virtual Agent interaction records](https://servicenow-prod.fluidtopics.net/A4Dc_528ze9Xzn0s0RfONw "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."). |
| Events | Specific events that are triggered in a conversation. |
| Favorite | Conversations that are marked as favorite. You can also mark a conversation as favorite in the User Details page. For more information, see [Legacy - User Details page](https://servicenow-prod.fluidtopics.net/~Jsj4BkBhvHzFNFLd_x2FQ "Use the User Details page to see the history of a user's conversations."). |
| Feedback Result | Conversations for the specified feedback type. |
| Language | Conversations for the specified language based on the user's language setting. |
| Message Count | Conversations for the specified message count in the chat. |
| Provider Name | Conversations for the specified provider. |
| VA Success | Conversations resolved by the Virtual Agent. |
| Setup Topic Types | Conversations that used the specified setup topic type. |
| Topic Blocks | Conversations that used the specified topic block. |
| Topic Categories | Conversations that have topics which belong to a specified topic category. |
| Topic Count | Conversations that used the specified topic count. Each conversation can use multiple topics and this option filters conversations based on the count of topics used in it. |
| Topics | Conversations that used the specified topics in the chat. |
| Type | Conversations that are of the specified type such as live agent only or Virtual Agent only. |
[Tabela 2. Field options]

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