Legacy - Users tab
Get detailed information on Virtual Agent users such as the time of the last chat, length of the chat, and other metrics.
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.
For details on the deprecation process, see the Deprecation Process [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].
The Users tab provides summary information about all users and detailed information about each user conversation with Virtual Agent.
To access the Users tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role.
Users tab benefits
- Filter the list of users by using pre-built filtering options. For more information, see Filtering the list of users.
- Filter the list of users based on a specific condition and save conditions for filtering. For more information, see Filter using the condition builder.
- View summarized information about users. For more information, see User information.
- Export the list of users to a file. For more information, see Export the list of users.
Export the list of users
To export the list of users in the Users page to a file, select Export. In the Export pop-up window, specify the format for the file such as Excel, CSV, JSON, or PDF, and the delivery type such as email or download.
Filtering the list of users
The tabs on the Users page filter the users displayed.
| Tab | 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. |
Selecting a User Index takes you to a User Details page that provides detailed information about all of a user's conversations.
User information
The following table describes the summarized Virtual Agent user information on the Users tab.
| Column | Description |
|---|---|
| User Index | Link to go to the User Details page. It is a unique number that the system creates
and permanently assigns to a Virtual Agent user. This number becomes a part
of conversation records. This number is not the same as the system user ID. |
| User ID | User ID of the logged in user. If users don't log in, they appear in sessions as Anonymous. |
| First conversation | How long ago the user first started the Virtual Agent conversation. |
| Last conversation | How long ago the user last had a Virtual Agent conversation. |
| Time on Chat | Duration of the Virtual Agent chat. |
| Last Used Channel | Client software the user last used to chat. |
| Last Used Language | Language the user last used in a Virtual Agent conversation. |
| Favorite | Indicates whether the user is tagged as favorite. |
Field options in the Filter Editor
| 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. |
| 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. |
| 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 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 clicking a conversation on the Conversations tab and clicking the star on the Conversation dialog box. |
| 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. |