---
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


---

# Use ITSM Virtual Agent analytics dashboard

# Use ITSM
Virtual Agent 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 ITSM
Virtual Agent analytics dashboard to analyze chats from customer interactions, what ITSM
Virtual Agent topics users are interested in, and measure customer satisfaction using AI transcripts and user feedback.  
Importante:  
You can access the Virtual Agent analytics dashboard from the Service Operations Workspace (SOW) or the Assistant Designer.

* You must have the itil and the sn_na_analytics.ai_engmt_viewer roles to access it from SOW.
* You must have the itil and the virtual_agent_admin roles to access it from the Assistant Designer.  
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| To access the dashboard with | Do this |
|-|-|
| ITIL (itil) and the AI Engagement Viewer (sn_na_analytics.ai_engmt_viewer) roles | 1. Navigate to WorkspacesService Operations Workspace. 2. Select the Dashboard icon ![](). 3. In the IT Agent Dashboard, search for and select ITSM Virtual Agent analytics. The ITSM Virtual Agent analytics dashboard displays. {#using-itsm-conversational-analytics-dashboard__ol_olm_5hx_g3c} |
| ITIL (itil) and the Virtual Agent Admin (virtual_agent_admin) role | 1. Navigate to AllConversational InterfacesAssistant Designer. The Assistant Designer screen appears. 2. Select the Analytics tab in the top ribbon. 3. In the left pane, select Related Dashboards. 4. Select the ITSM Virtual Agent analytics dashboard.The ITSM Virtual Agent analytics dashboard displays. {#using-itsm-conversational-analytics-dashboard__ol_p5z_zhx_g3c} |
[ ]

{#using-itsm-conversational-analytics-dashboard__table_jhd_xvw_g3c}
* **[ITSM Virtual Agent chat analytics](https://servicenow-prod.fluidtopics.net/xXN1Ew13gQFIpsANShCW7Q)**   
  Track all closed chats, ITSM Virtual Agent chat resolutions, and the chat resolution rate to measure overall demand and ITSM Virtual Agent effectiveness.
* **[ITSM Virtual Agent topics analytics](https://servicenow-prod.fluidtopics.net/SUBCPVigQjRUqMQca~QXPg)**   
  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.
* **[ITSM Virtual Agent Customer satisfaction analytics](https://servicenow-prod.fluidtopics.net/UbkZ9Z952TSQnBlb2Lnf2Q)**   
  Track customer satisfaction through AI interaction transcript analysis and user feedback to gauge experience quality.
* **[ITSM Virtual Agent Analytics reference](https://servicenow-prod.fluidtopics.net/JseI1j4ObdvUPAjIN2YVUw)**   
  As an admin, you can refer to the indicators, schedule jobs, and scripts used in the ITSM Virtual Agent analytics.