---
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 - Issue auto-resolution tab

# Legacy - Issue auto-resolution tab {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

The Issue auto-resolution tab helps you understand how well your
Virtual Agent (VA) chatbot anticipates user needs. It displays information about
the number of user issues intercepted by the auto-resolution service and resolved by
VA.  
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).

Issue auto-resolution takes place when a user is diverted to VA from a non-conversational
interface. For example, a user might request a new keyboard through a service portal or email.
The auto-resolution service can detect the user request and use VA to resolve the user's request
in a VA chatbot session. For more information, see [Auto
Resolution for Virtual Agent](https://servicenow-prod.fluidtopics.net/7ucQDSIhmCF8_98LwgBcMQ "You can proactively deflect issues and expedite the resolution process for your agent and user with the Issue Auto Resolution (IAR) application. Through machine learning and Natural Language Understanding (NLU), users get immediate self-service and can access Virtual Agent topics, Knowledge articles, and catalog items.").

The data visualizations in the Issue auto-resolution tab displays how
well the auto-resolution service is working. This tab is available only when Issue Auto
Resolution is enabled and the Auto Resolution Configuration record is set
as active.

To access the Issue auto-resolution tab, you must have the chat
analytics admin role or the chat analytics viewer
role.

Figura 1. Issue auto-resolution tab

Selecting the data or pointing to the data in the visualizations displays additional
information about the data.  
{#dashboard-auto-resolution__table_cj3_dnm_j4b__entry__2}

| Visualization | Description |
|-|-|
| Issue auto resolution usage trend | Shows the number of issues the auto-resolution detected and diverted to VA. |
| Top topics | The topics the auto-resolution service diverted the user request to the most. |
| Issue auto resolution acceptance rate | The percentage of auto-resolution opportunities the user selected to complete their task. |
| Topic completion | The percentage of topics where the user went through all of the nodes in the topic. |
[Tabela 1. Auto-resolution visualizations]

{#dashboard-auto-resolution__table_cj3_dnm_j4b}  
{#dashboard-auto-resolution__table_sd4_sx5_3pb__entry__2}

| Visualization | Description |
|-|-|
| Intents with Matched Topics | Number of intents that match topics enabled for auto-resolution. |
| Intents without Matched Topics | Number of intents that do not have matching topics. |
| Intents with Auto-resolution Disabled | Number of intents that match topics not enabled for issue auto-resolution. |
| Intent and topic matching results | Breakdown of incidents by intent matching. For example, incidents with matching intents and topics, and incidents without matching intents. |
| Trends in intent and topic matching | Trend showing incidents that have intents with or without matching topics. |
| Auto resolution conversations | Issue auto-resolution conversations that were resolved and unresolved. Resolved means incidents are in the resolved state after the users interacted with VA. |
| Auto resolution conversation trends | Usage trend showing all the issue auto-resolution conversations and how many incidents were successfully resolved. |
| Issue auto-resolution acceptance rate | Shows the issue auto-resolution notifications that were accepted and declined by users. |
| Top topics in auto resolution conversations | Frequently used topics in auto resolution conversations. |
[Tabela 2. Auto-resolution visualizations]

{#dashboard-auto-resolution__table_sd4_sx5_3pb}