---
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


---

# Topics tab

# Topics 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

Use the Topics tab in the Conversational Analytics dashboard to identify the least and best performing topics.  
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 Topics tab provides insights into which Virtual Agent (VA) topics are performing well and which aren't. You can also select multiple topic categories using the Select Categories dropdown to visualize data based on your selection. To use the Topics tab, you must have the Chat
Analytics Viewer (chat_analytics_viewer) role.

## Worst performing topics {#topics-tab__section_tws_lcr_b4b}

The Worst performing topics chart provides multiple ways of detecting chat topics that didn't work. The horizontal axis lists the chat topics. The subtabs include:

* Least used---The topics used least in chats.
* Incomplete---The topics the user abandoned without resolution.
* Transfer to Live Agent---The topics the user couldn't resolve with Virtual Agent. So, the user transferred to a live agent.
{#topics-tab__ul_vbp_tcr_b4b}

## Best performing topics {#topics-tab__section_r4v_kjr_b4b}

The topics in this chart are performing well. The horizontal axis lists the topics. The count on the vertical axis varies depending on the subtab selected:

* Most Used---Number of times users used a topic.
* Complete---Number of times users completed a topic without the assistance of a live agent.
{#topics-tab__ul_fms_qjr_b4b}

## Spokes used {#topics-tab__section_zn1_lkr_b4b}

For more information about the spokes used, see [Legacy - Spokes](https://servicenow-prod.fluidtopics.net/R3Dhl11aU5aTC62YAOQw2w "Use the Spokes page to see the details of the spoke actions and subflows for the Virtual Agent (VA) topic.").

## List of topics {#topics-tab__section_ncg_3gy_b4b}

The Topics page list the topics used in the date range specified in the
Conversational Analytics Dashboard.

{#topics-tab__table_kzl_bhy_b4b__entry__2}

| Topic information | Description |
|-|-|
| Correct NLU Prediction % | Percentage of times this topic name was predicted correctly out of all times this topic name was predicted. A correct prediction means that VA showed that a predicted topic and a user selected it. |
| Initiated % | Percentage of times this topic ran out of all the topics that ran. |
| Incomplete % | Percentage of times the user didn't reach the last node in the topic out of all times this topic ran. For example, if the 2 users didn't complete all the nodes in a topic but 8 other users did, the incomplete percentage would be 20%. |
| Transfer to Live Agent % | Percentage of occurrences where this topic transferred from VA to a live agent out of all the time this topic ran. |
[Tabela 1. Topic details]

{#topics-tab__table_kzl_bhy_b4b}

## List of topic blocks {#topics-tab__section_xz3_vgy_b4b}

The Topic Blocks page list the topic blocks used in the date range
specified in the Conversational Analytics Dashboard.

The chart shows the number of times each topic block was executed.
* **[Legacy - Topic categories](https://servicenow-prod.fluidtopics.net/CTNXGmIPIerYc6d2xwfMXQ)**   
  Use the Category page in the Conversational Analytics dashboard to see the performance of Virtual Agent (VA) topics divided into categories.
* **[Legacy - Topics details](https://servicenow-prod.fluidtopics.net/pKd3ljCEXZ6D2mfNO7U0yw)**   
  Use the Topic Details page in the Conversational Analytics dashboard to see the details of the Virtual Agent (VA) topics.
* **[Legacy - Spokes](https://servicenow-prod.fluidtopics.net/R3Dhl11aU5aTC62YAOQw2w)**   
  Use the Spokes page to see the details of the spoke actions and subflows for the Virtual Agent (VA) topic.