---
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 - Setting up the Conversational Analytics Dashboard

# Legacy - Setting up the Conversational Analytics Dashboard {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Set up custom events and formula definitions to create more targeted
analytics.  
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).
The Conversational Analytics Dashboard enables you to customize the data you monitor in the following ways:

* [Date range](https://servicenow-prod.fluidtopics.net/2kp_7gYdnQ2EEJENAw57Yg "Set the Start and End dates at the top of the Overview tab to specify the date range of the data summarized on a page. The date range set on this tab applies to all the other tabs on the Virtual Agent Analytics dashboard.")---Specify the date range for the data displayed on the dashboard.
* [Custom events](https://servicenow-prod.fluidtopics.net/gw95ZcD9TXX3Wa_pbpbgVg "Create custom events and monitor them in the Conversational Analytics Dashboard.")---The dashboard can display analytics about custom events you create. All events must relate to conversations. For example, you can store data about every conversation that used a specific channel, such as Slack.
* [Formula Override](https://servicenow-prod.fluidtopics.net/mz~mpXLE3LaHR8EvrTEc3A "Use scripts to override the default formulas used to create the analytics on the Conversational Analytics Dashboard.")---Customize parameter definitions used in analytic reports. For example, by default, duration is the total time from the first to the last exchange in a conversation. You might like to override that formula by subtracting inactive times in the conversation.
{#setting-up-va-dashboard-overview1__ul_vr4_cqp_d4b}

## Role requirements {#setting-up-va-dashboard-overview1__section_qg5_sl2_l4b}

For information on roles, see [Legacy - Conversational Analytics dashboard roles](https://servicenow-prod.fluidtopics.net/GqBhibWIm5Z2xNdw0HIbtA#conversational-analytics-dashboard-roles "Conversational Analytics dashboard is installed with these roles.").

## Dependencies {#setting-up-va-dashboard-overview1__section_rwx_dgt_l4b}

The Conversational Analytics Dashboard requires the Quebec or later version of Virtual Agent.
* **[Legacy - Install Conversational Analytics Dashboard](https://servicenow-prod.fluidtopics.net/aeBY9aBtFBVnn7cbMjnBgQ)**   
  Get updates to the Conversational Analytics dashboard from the ServiceNow Store. Use this dashboard to gain insights on Virtual Agent (VA) chats with customers.
* **[Legacy - Create custom events to monitor](https://servicenow-prod.fluidtopics.net/gw95ZcD9TXX3Wa_pbpbgVg)**   
  Create custom events and monitor them in the Conversational Analytics Dashboard.
* **[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.
* **[Legacy - Formula override example](https://servicenow-prod.fluidtopics.net/eZ8SQvwHRHNslH5EQbwFOA)**   
  Use the following formula override example to craft your own formula overrides.