---
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


---

# Reference

# ITSM
Virtual Agent Analytics reference {#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 an admin, you can refer to the indicators, schedule jobs, and scripts used in the ITSM
Virtual Agent analytics.

## ITSM Virtual Agent indicators {#now-assist-itsm-va-analytics-reference__section_nfg_bjc_g3c}

{#now-assist-itsm-va-analytics-reference__table_hh1_cjc_g3c__entry__2}

| Indicator | Description |
|-|-|
| Total chats count by unique users | Display total chat counts segmented by the following dimensions. * By department * Assigned to * Incident caller company (for e.g. when the caller company is an MSP); Opened by Company * Opened by * Location * Aggregate by * Unique users * Maximum users {#now-assist-itsm-va-analytics-reference__ul_lxf_2kc_g3c} {#now-assist-itsm-va-analytics-reference__ul_jxf_2kc_g3c} |
| Interactions closed by all users | Display interactions closed by all users segmented by the following dimensions. * By department * Assigned to * Incident caller company (for example, when the caller company is an MSP); Opened by Company * Opened by * Location * Channels * Handled by {#now-assist-itsm-va-analytics-reference__ul_uw4_gtw_g3c} * Aggregate by * Unique users * Maximum users {#now-assist-itsm-va-analytics-reference__ul_ll3_kkc_g3c} {#now-assist-itsm-va-analytics-reference__ul_jl3_kkc_g3c} |
| Interactions closed by all users | Show interactions closed by all users with segmentations and aggregates. |
| Interactions closed by virtual agent | Display interactions closed by the ITSM virtual agent. * By department * Assigned to * Incident caller company (for e.g. when the caller company is an MSP); Opened by Company * Opened by * Location {#now-assist-itsm-va-analytics-reference__ul_ep2_rkc_g3c} |
| Ratio of chats closed by the virtual agent | This is calculated as (interactions closed by VA / interactions closed by all users) \* 100. |
| Interactions closed by virtual agent segmented by multiple dimensions | Evaluate virtual agent effectiveness by analyzing interactions closed by the virtual agent segmented by department, assigned to, incident caller company (opened_by_company), opened by, and location. |
| Aggregating user feedback | Use thumbs up/thumbs down on conversations. |
[ ]

{#now-assist-itsm-va-analytics-reference__table_hh1_cjc_g3c}

## ITSM Virtual Agent data collection jobs {#now-assist-itsm-va-analytics-reference__section_yt5_zkc_g3c}

Run scheduled jobs to retrieve data.  
To access the jobs, navigate to AllSystem DefinitionScheduled jobs.

* The \[Historical\] - ITSM Conversational Analytics scheduled job runs on-demand. Run this job to retrieve historical data for the last six months.
* The \[Daily\] - ITSM Conversational Analytics scheduled job retrieves daily data. This job automatically runs at midnight everyday.
{#now-assist-itsm-va-analytics-reference__ul_nmb_n5x_g3c}

## ITSM Virtual Agent analytics GAF clustering {#now-assist-itsm-va-analytics-reference__section_ow1_hfc_g3c}

To configure the Group Action Framework (GAF) to cluster topics and use chat summarization to create topic names, run the Activate topic clustering for Now Assist ITSM dashboard script. [Configure Group Action Framework](https://www.servicenow.com/docs/access?context=configure-gaf&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)