Conversational Analytics release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Conversational Analytics Release Notes

    Conversational Analytics is a ServiceNow application designed to provide deep insights into Virtual Agent (VA) interactions by analyzing conversational data. It helps identify confusing topics, track user transfers to live agents, and refine VA topics to improve issue resolution rates. The release notes document version updates from the initial launch through June 2026, highlighting new features, enhancements, bug fixes, and UI improvements.

    Show full answer Show less

    Key Features and Enhancements

    • Dashboard and Visualization Improvements: Redesigned User Search Metrics pages with enhanced data visualizations including single score views and top 10 bar charts across AI Search, Contextual Search, and Topic Links (versions 8.0.16 and 9.1.0).
    • Drill-Down Capabilities: Added drill-downs on Overview and Topic pages for detailed analysis of VA success, conversation states, feedback channels, and topic usage to enable deeper insights (versions 8.0.7 and 8.0.11).
    • Data Privacy and User Identification: Introduced system property to hash user IDs on dashboards and changes to how user IDs are displayed, supporting domain separation and guest user treatment to enhance privacy and compliance (versions 9.1.2 and 8.0.7).
    • Transcript and Metrics Enhancements: Ability to download conversation transcripts in .txt format including debug logs for troubleshooting, along with integration of ServiceNow Flow Designer Integration Hub data (version 5.1.0). Added Click Metrics and VA Transcript features to improve analysis of conversations (version 3.0.3).
    • Funnel Builder and Condition Builder: Introduced Funnel Builder for tracking conversation flows and replaced the classic Query Builder with the VA condition builder for improved configuration (version 2.0.6).
    • UI and Usability Updates: Various minor UI modifications, bug fixes, and enhancements to improve usability and analytics accuracy, including exclusion of notification conversations from analytics (multiple versions).

    Practical Benefits for ServiceNow Customers

    • Gain actionable insights into VA performance with enhanced visualizations and drill-downs, enabling targeted improvements in topic design and conversation flow.
    • Improve data privacy compliance through hashed user IDs and domain separation support, addressing organizational security requirements.
    • Troubleshoot and debug Virtual Agent conversations effectively with detailed transcript exports that include diagnostic logs.
    • Leverage funnel analysis to understand user journey within conversations and optimize Virtual Agent engagement strategies.
    • Continuously benefit from incremental fixes and feature updates that enhance reliability, user experience, and analytics capabilities.

    Expectations Moving Forward

    Customers can expect ongoing refinements focused on data visualization, user privacy, and expanded analytical capabilities to better understand and optimize Virtual Agent interactions. Staying current with releases ensures access to the latest features and improvements tailored to enhance Virtual Agent effectiveness within the ServiceNow platform.

    Version history for the Conversational Analytics on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 9.2.0 - June 2026 (Australia)
    • Fixed: Minor defects
    • Removed: Appsee plugin dependency
    Version 9.1.3 - March 2026 (Australia)
    Fixed: Minor defects
    Version 9.1.2 - December 2025 (Zurich)
    • New: Enhanced to support domain separation
    • Fixed: Minor bugs
    Version 9.1.1 - September 2025 (Zurich)
    Minor bugs.
    Version 9.1.0 - August 2025 (Zurich)
    • Changed:
      • Redesigned the User Search Metrics page to improve data visualizations and usability.
        • Introduced single score visualizations to display overall totals at a glance.
        • Added bar charts to highlight the top 10 items in each of the following categories: AI Search, Contextual Search, Topic Links.
    Version 8.0.16 - August 2025 (Yokohama)
    • Changed:
      • Redesigned the User Search Metrics page to improve data visualizations and usability.
        • Introduced single score visualizations to display overall totals at a glance.
        • Added bar charts to highlight the top 10 items in each of the following categories: AI Search, Contextual Search, Topic Links.
    Version 8.0.15 - May 2025
    • Changed: Minor modifications in UI
    • Fixed: Minor bugs
    Version 8.0.12 - March 2025 (Yokohama)
    Fixed minor bugs.
    Version 8.0.11 - February 2025 (Yokohama)
    • 
New
:
      • Added drill-downs to the following visualizations on the Overview page
:
        • VA Success

        • Topic Category - Complete

        • Topic Category - Incomplete

        • User Feedback

        • Channel

        • Conversation end state

      • Added drill-down to the following visualization on the Topics page
: Spokes used

    • Fixed
 minor bugs

    Version 8.0.7 - November 2024 (Xanadu)
    • New:
      • Added drill downs to the list of conversations from the Usage dashboard page.
      • Added drill downs to the Topic details page from the Overview and Topic pages.
      • Added a system property to hash user IDs on the dashboard pages.
    • Fixed: Minor bugs
    Version 8.0.4 - August 2024 (Xanadu)
    Minor bug fixes.
    Version 6.1.0 - February 2024 (Washington DC)
    • Changed:
      • Notification conversations are excluded from analytics.
      • Consumer-less conversations are treated as guest conversations.
    • Removed: sn_ci_analytics.ca.allow_broadcast property has been removed.
    Version 6.0.2 - November 2023
    Minor fixes.
    Version 6.0.1 - August 2023
    • New:
      • Added support for Next Experience UI.
      • Added drop-down in the Topics tab to view metrics based on selected categories.
    • Changed: In the Users tab, Unhashed User IDs display as Anonymous and Hashed User IDs display User ID of the user.
    • Minor fixes.
    Version 5.2.1 - May 2023
    Minor fixes.
    Version 5.1.0 - February 2023
    • New: Conversation transcript .txt file: Conversation transcript downloadable file format has been changed to .txt file and includes ServiceNow Flow Designer Integration Hub (FDIH) debug logs for input and output controls, topic block information, flow action, and custom controls, to troubleshoot conversations.
    • Fixed: UX fixes
    Version 4.3.0 - May 2023
    Minor fixes.
    Version 4.2.4 - November 2022
    Fixes, based on priority.
    Version 4.2.0 (Tokyo) - August 2022
    New: Added the ability to download chat transcript.
    Version 3.0.8 (San Diego) - August 2022
    Minor fixes.
    Version 2.1.27 (Rome) - August 2022
    Minor fixes.
    Version 3.0.5 - May 2022
    • Fixed:
      • Installation issue
      • Issue with export of custom events
      • Funnels - create, edit, and updateIssues in the Spokes tab
    Version 3.0.3 - February 2022
    • New:
      • Added Click Metrics feature
      • Added VA Transcript feature
    • Fixed:
      • Issue regarding loading of Transcript header and icon when users view the first conversations transcript
      • Data not being displayed properly in User Search Metrics tab
      • Log error issue while processing Contextual Search Topic
      • Missing hashed user id and labels in the User detail page
      • Capitalised 'p' in NLU prediction tab text
      • Issue of scorecard difference count being shown in exponent values
      • Issue of Usage Search Metrics tab disappearing after every glide change upgrade
      • Removed Extra space below the Transcript preview
      • Preview conversations being processed
      • Overlap of Close icon with widget
      • Topics being incorrectly sorted in funnel builder in certain settings
      • Changing of transcripts when conversation messages do not exist in the instance
      • Transcripts not getting updated when users switch conversations
      • Decimal values being displayed for counts in all charts
      • Alignment and spacing of icons in IAR, topic details, custom events widgets
      • Incorrect representation of "Queries with no results" as "Queries with no clicks"
      • Missing borders and extra spaces in users table and usage widgets
      • Calendar date being reset to one week when user moves from "user detail page" to Users tab
      • Blank page when user tries to edit page in UIB from Virtual agent analytics page
    Version 2.1.2 - December 2021
    New: LUA metrics related to topic completion data is added.
    Version 2.1.1 - October 2021
    Fixed: Bug fixes.
    Version 2.0.6 - August 2021
    • New:
      • Updated Issue Auto Resolution page
      • Added Deflection Metrics widgets
      • Introduced Funnel Builder capability
      • Replaced classic Query Builder with the VA condition builder
    • Fixed: Minor functional changes and fixes for list pagination, export functionality, and so on.
    Version 1.1.0 - April 2021
    Fixed: Security fixes.
    Version 1.0.10 - February 2021
    New: The Conversational Analytics Dashboard helps you improve Virtual Agent (VA) interactions with users by providing deep insights into conversational data. Discover which topics confuse users. Find out where users often transfer to live agents. The dashboard helps you refine your topics and increase the percentage of issues resolved by VA.