--- 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 - Use filters in the Users tab # Legacy - Use filters in the Users tab {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 min. de leitura You can use filters to get a deeper understanding of User data. 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). ## Filter using the condition builder {#users-tab-filtering__section_ons_xck_vpb} The condition builder enables you to filter users based on one or more conditions. In the following example, the list of users does not contain users whose conversations lasted 20 seconds or less. The condition builder enables you to filter users based on one or more conditions. You can either select a default filter from the list or create a new filter condition. In the following example, the condition lists users whose conversations with the Virtual Agent lasted greater than 21 seconds. Figura 1. Condition builder Figura 2. Condition builder The condition builder consists of the following: * Field: A list based on relevant tables. * Operator: A list of operations that is contextually generated based on the selected field. * Value: A text entry field or a list that is contextually generated based on the selected field. {#users-tab-filtering__ul_sns_xck_vpb} To remove a condition, select the delete icon ![Delete icon.]() next to the condition. To add dependent conditions in the condition builder, either select or or and. To filter the conversations list using the condition, select Run. To save a condition that you created in the condition builder, select Save Filter. In the Save Filter pop-up window, specify a name for the condition. Users having the Chat Analytics Viewer (chat_analytics_viewer) role can select and modify your saved filters.Figura 3. Saved condition ## Filtering the list of users {#users-tab-filtering__section_chp_ddh_5pb} Use the list options to filter users. {#users-tab-filtering__table_k4t_2dh_5pb__entry__2} | Option | Description | |-|-| | All | All Virtual Agent users. | | New | First conversation happened within the past seven days. | | Returning | Users who previously used Virtual Agent. | | Never Returned | Users who used Virtual Agent once, but haven't used it again. The conversation count is 1. | [Tabela 1. List options] {#users-tab-filtering__table_k4t_2dh_5pb} Selecting a User Index takes you to the [User Details page](https://servicenow-prod.fluidtopics.net/~Jsj4BkBhvHzFNFLd_x2FQ "Use the User Details page to see the history of a user's conversations.") that provides detailed information about all of a user's conversations. ## Field options in the Filter Editor {#users-tab-filtering__section_yz2_d4c_xpb} {#users-tab-filtering__table_uns_xck_vpb__entry__2} | Option | Description | |-|-| | User ID | User ID of the logged in user. | | User Index | Unique number that the system creates and permanently assigns to a Virtual Agent user. This number becomes a part of conversation records. | | Conversation Exists | Container for subfilter properties. For example, in the previous image, the subfilter is Duration. | | Channel Count | Number of channels a user used. A channel is the client app the user used, such as Slack. For example, if all users have used only one channel to chat with Virtual Agent, then setting the filter value to 2 eliminates all the users in the list. | | Channels | Only displays users that used the specified channel to chat. | | Conversation Count | Only displays users that have the number of conversations specified in the filter. | | Favorite | Only displays users that you marked as favorite, or conversely, not marked as favorite in the User Details page. For more information, see [Legacy - User Details page](https://servicenow-prod.fluidtopics.net/~Jsj4BkBhvHzFNFLd_x2FQ "Use the User Details page to see the history of a user's conversations."). | | First Conversation Time | Only displays users where the first conversation is within the time period specified. | | Language | Only displays users that chat using the specified language. | | Last Conversation Time | Only displays users where the last conversation is within the time period specified. | | Time in Chat | Only displays users whose chat durations are within the time period specified, for example, more than 30 seconds. | [Tabela 2. User filters] {#users-tab-filtering__table_uns_xck_vpb} {#users-tab-filtering__table_tns_xck_vpb__entry__2} | Option | Description | |-|-| | Hashed User index | Encrypted version of the system user ID. | | User Index | Unique number that the system creates and permanently assigns to a Virtual Agent user. This number becomes a part of conversation records. | | Conversation Exists | Container for subfilter properties. For example, in the previous image, the subfilter is Duration. | | Channel Count | Number of channels a user used. A channel is the client app the user used, such as Slack. For example, if all users have used only one channel to chat with Virtual Agent, then setting the filter value to 2 eliminates all the users in the list. | | Channels | Only displays users that used the specified channel to chat. | | Conversation Count | Only displays users that have the number of conversations specified in the filter. | | Favorite | Only displays users that you marked in the user list as a favorite, or conversely, not marked as a favorite. You cannot tag users as favorites in the list of users on the Users page. You can only tag a user by selecting a conversation on the Conversations tab and selecting the [star on the Conversation dialog box](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."). | | First Conversation Time | Only displays users where the first conversation is within the time period specified. | | Languages | Only displays users that chat using the specified language. | | Last Conversation Time | Only displays users where the last conversation is within the time period specified. | | Time in Chat | Only displays users whose chat durations are within the time period specified, for example, more than 30 seconds. | | Custom Properties | Only displays users that contain the specified custom properties. | [Tabela 3. User filters] {#users-tab-filtering__table_tns_xck_vpb}