---
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 - Using the Conversational Analytics Dashboard

# Legacy - Using 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

Use the Conversational Analytics Dashboard to get insights into Virtual Agent (VA) conversations.  
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 following sections explain how to use the dashboard to investigate VA interactions with
users. You must have the Chat Analytics Viewer (chat_analytics_viewer) role to use the
Conversational Analytics Dashboard.
* **[Legacy - Set the date range of the data](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.
* **[Legacy - Overview tab](https://servicenow-prod.fluidtopics.net/GyW8MZgrhYLTiiNj6Kj0wQ)**   
  Use the Overview tab to get a snapshot of some of the information collected in the Conversational Analytics dashboard.
* **[Legacy - Usage tab](https://servicenow-prod.fluidtopics.net/30FVC0Tmhnl3nrzvn4UY3Q)**   
  The Usage tab provides summary information about conversations.
* **[Legacy - Conversations tab](https://servicenow-prod.fluidtopics.net/7qGFBlranTadmCEMuRbbqQ)**   
  Use the Conversations tab to view the list of Virtual Agent conversations and details of each conversation that occurred during the selected date range.
* **[Legacy - Users tab](https://servicenow-prod.fluidtopics.net/3fChEMpRjJWiaN2PsVx5AA)**   
  Get detailed information on Virtual Agent users such as the time of the last chat, length of the chat, and other metrics.
* **[Topics tab](https://servicenow-prod.fluidtopics.net/scYoY3A1emd_uF7ZVqwFgg)**   
  Use the Topics tab in the Conversational Analytics dashboard to identify the least and best performing topics.
* **[Legacy - Natural Language Understanding of Virtual Agent responses](https://servicenow-prod.fluidtopics.net/VJvqCQYU7YW4hx~c7FWkjw)**   
  Virtual Agent (VA) uses the Natural Language Understanding (NLU) service to understand user input. Use the NLU Prediction tab to see how well NLU predicts intents, and to improve the intents so NLU makes better predictions.
* **[Legacy - Using user search metrics with Virtual Agent](https://servicenow-prod.fluidtopics.net/8ZNhjkh3mENb3TOKmPQWEg)**   
  By using user search metrics with the Virtual Agent application, you can see your users' queries and the results from their searches. With these metrics, you can identify the areas where you can improve Virtual Agent to offer more meaningful search results.
* **[Legacy - Custom Events tab](https://servicenow-prod.fluidtopics.net/PP4cgT2fCC3M5C3q0f1p7A)**   
  Use the Custom Events tab to see the list of custom events created for Virtual Agent.
* **[Funnels tab](https://servicenow-prod.fluidtopics.net/fMJ0xJhx6s9Nn4TKwLTEcw)**   
  Funnels provide cumulative filtering of conversation flows. Using funnels, you can identify whether your conversation flows are performing effectively when users chat with Virtual Agent.
* **[Legacy - Issue auto-resolution tab](https://servicenow-prod.fluidtopics.net/loQJGnjeS9B0ce1xg6bd7g)**   
  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.