Analyzing Now Assist in Virtual Agent
Summarize
Summary of Analyzing Now Assist in Virtual Agent
The Now Assist in Virtual Agent Analytics dashboard allows ServiceNow customers to evaluate the performance of the Now Assist feature as a self-service deflection tool. By monitoring various indicators, users can assess how effectively the Virtual Agent is addressing user queries and providing resolutions.
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Key Features
- Total Number of Queries: Displays the total queries received, including those generated from user interactions like selecting additional options or starting new conversations.
- Total Number of Query Responses: Shows the total responses where active Now Assist skills delivered content to users. Queries without responses are labeled as "No Response Provided."
- Query Resolution Status: Indicates whether user queries were resolved effectively, unresolved, or if no response was provided based on user feedback.
- Deflection Rate: Represents the percentage of queries resolved by Now Assist, calculated using the formula: (Number of resolved queries/Total number of query responses) x 100.
Key Outcomes
By utilizing the analytics dashboard, ServiceNow customers can gain insights into the effectiveness of Now Assist in handling user queries, identify areas for improvement, and enhance user experience through better self-service options. Access to the dashboard requires Virtual Agent Admin or Admin roles.
Use the Now Assist in Virtual Agent Analytics dashboard to monitor the performance of Now Assist in Virtual Agent as a self-service deflection mechanism.
Now Assist in Virtual Agent Analytics
- The number of user queries that Now Assist in Virtual Agent responded to from the total number of queries
- Resolution status of user queries based on the feedback provided by the user
- The deflection rate in a given period
The dashboard is built on the Platform Analytics experience. See Platform Analytics experience for more information.
To access the dashboard, navigate to . You must have Virtual Agent Admin [virtual_Agent_admin] or Admin [admin] roles to access the dashboard.
Dashboard indicators
- Total Number of Queries
This area of the dashboard shows the total number of user queries received by Now Assist in Virtual Agent. In a conversation, when the user selects other list items such as Show next answer and Show more results, the user input is considered as part of the same query. When Now Assist in Virtual Agent detects an intent switch, for example, if the user types a different query or selects Start a new conversation, it's counted as a new query.
Figure 2. Total Number of Queries indicator - Total Number of Query Responses
This area of the dashboard shows the total number of responses where active Now Assist skills in Virtual Agent presented content for the users to review. The Now Assist skills in Virtual Agent include Now Assist Q&A Genius Results, Now Assist Multi-Turn Catalog Ordering, and Now Assist Topics. If no content is presented in the response, the query is marked as No Response Provided.
Figure 3. Total Number of Query Responses indicator - Query Resolution Status
- This area of the dashboard shows the resolution status of user queries that is determined based on the feedback provided by users on the query response.
- Resolved: Indicates that the user found the response to be useful and effective or the user didn't provide any feedback.
- Not Resolved: Indicates that the user didn't find the response presented by Now Assist in Virtual Agent to be useful and indicated this response through negative feedback.
- No Response Provided: Indicates that no response was presented to the user query.
Figure 4. Query Resolution Status indicator - Deflection Rate
This area of the dashboard shows the percentage of user queries resolved by Now Assist in Virtual Agent. The deflection percentage is calculated using the following formula: (Number of resolved queries/Total number of query responses) x 100.
Figure 5. Deflection Rate indicator