---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/it-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Topics

# ITSM Virtual Agent topics analytics {#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

As a business stakeholder or a service desk manager, you can analyze the pattern of interactions when users ask questions using the ITSM
Virtual Agent.

By understanding what topics are most frequently discussed, you can analyze high-impact areas, identify emerging issues, and ensure that your ITSM
Virtual Agent is equipped to handle the most common user needs.

## Track metrics for the Topics analytics - Overview {#now-assist-itsm-conversational-dashboard-topics__section_gvl_wfy_g3c}

{#now-assist-itsm-conversational-dashboard-topics__table_njf_4q2_f3c__entry__2}

| Example of topics metrics | Description |
|-|-|
| Identify the most frequently discussed topics | See which topics are most frequently used in the ITSM Virtual Agent to analyze which you can develop on and also expand the knowledge base. |
| Segment performance analysis on different dimensions | Analyze the topics data for the desired date range based on departments, caller company, or user's location. |
[ ]

{#now-assist-itsm-conversational-dashboard-topics__table_njf_4q2_f3c}

## Topics analytics {#now-assist-itsm-conversational-dashboard-topics__section_mt1_nq2_f3c}

Analyze topics metrics when users ask questions to solve their issues in ITSM Virtual Agent.{#now-assist-itsm-conversational-dashboard-topics__table_cg1_2gy_g3c__entry__2}

| Indicators | Description |
|-|-|
| Chat topics overview | A visualization of all the main subjects or themes discussed during chat interactions. The donut chart displays the distribution and frequency of different chat interaction topics, with the total number of interactions shown in the center. Each segment represents a topic category with its percentage of total interactions. This helps identify which topics are consuming the most support resources and where users need the most assistance. |
| Chat interactions by topic | Detailed breakdown of chat interactions organized by topic groups. Shows grouped topics with interaction counts, who they were opened for, and who they were assigned to. This table provides granular visibility into conversation patterns and helps track topic-specific performance. Use the Show all links to expand topic groups and view all related interactions. This data is essential for understanding workload distribution and identifying which topics may need additional automation or agent training. |
[ ]

{#now-assist-itsm-conversational-dashboard-topics__table_cg1_2gy_g3c}