Legacy - Conversations tab
Use the Conversations tab to view the list of Virtual Agent conversations and details of each conversation that occurred during the selected date range.
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.
For details on the deprecation process, see the Deprecation Process [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].
All conversations from the Conversation table [sys_cs_conversation], that run on the Virtual Agent Designer are listed on the Conversations page, except for notifications, open (ongoing) conversations, and previews.
Virtual Agent conversations data is retained for a period of 90 days. The analytics data extracted from the conversations is retained for a period of two years.
To access the Conversations tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role. Conversation dates and times are in UTC.
Conversations tab benefits
- Filter the list of conversations easily by using pre-built filtering options. For more information, see Filtering using list options.
- Filter the list of conversations based on a specific condition and save conditions for filtering. For more information, see Filtering using the Filter Editor.
- Learn more about each conversation, view the conversation transcript, and mark a conversation as a favorite. For more information, see Get conversation details.
- Export the list of conversations to a file. For more information, see Export the conversations list.
- Download the conversation transcript to troubleshoot individual conversations. For more information, see Download the conversation transcript.
Filtering the list of conversations
Use the subtabs and the condition builder to filter the conversations. You can see the percentage of results displayed above the Export button.
| Option | Description |
|---|---|
| All | Lists all conversations. |
| VA Success | Lists all conversations where the Virtual Agent was successful in resolving user queries. |
| 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. |
Use the Filter Editor to filter the list further by selecting the View/edit filter list and selecting a condition. Select the plus sign to add more conditions.
Get conversation details
To get more information about a conversation, select one of the conversations in the list. The information appears on the side panel.
To view and download the conversation transcript, select the Transcript tab.
To view the conversation timeline, select the Timeline tab.
To tag a conversation as a favorite, you can select the star icon on the side panel. On the Conversations page, you can easily list the conversations that are marked as favorite using the Filter Editor.
Get conversation details for a particular user
To get more information about a conversation of a particular user, select one of the conversations in the list while you're on the Users tab. For more information see, Legacy - Users tab.
You can select the star icon to tag the conversation as a favorite. You can see all users tagged as favorites on the Users tab in the list of users.
Export the conversations list
To export the conversations list on the Conversations page to a file, select Export. In the Export pop-up window, specify the format for the file such as Excel, CSV, JSON, or PDF, and the delivery type such as email or download.
Conversation information
The following table describes the summarized Virtual Agent conversation information on the Conversations tab.
| Column | Description |
|---|---|
| Date | Date of the conversation. |
| Duration | Duration of the conversation. |
| User index | Link to go to the User Details page. It's a unique number that the system creates and
permanently assigns to a Virtual Agent user. This number becomes a part of
conversation records. This number is not the same as the system user ID. |
| Channel | Client software that the user used to chat. |
| Language | Language used for the conversation. |
| End state | How the conversation ended. For more information on various conversation end states, see Virtual Agent interaction records. |
| Topics | Virtual Agent topics that were invoked during the chat conversation. |
| Favorites | Indicates whether the user is tagged as favorite. |
Download the conversation transcript
To download the conversation transcript, select a conversation from the conversations list and select Download.
The conversation transcript .txt file includes various data elements such as user input, Virtual Agent response, Flow Designer Integration Hub, flow action, custom controls, and topic block information for the selected conversation. This information helps Virtual Agent administrators to troubleshoot conversations, for example, conversations where there were errors or transfers to a live agent. For more information on the .txt file, see Legacy - Conversation transcript template.