Conversations tab

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Conversations tab

    The Conversations tab in ServiceNow provides a comprehensive view of Virtual Agent conversations within a selected date range. It lists all completed conversations recorded in the Conversation table [syscsconversation], excluding notifications, ongoing conversations, and previews. Data retention for conversations and analytics lasts up to two years. Access requires the Chat Analytics Viewer (chatanalyticsviewer) role.

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    Key Features

    • Filtering: Use the filter editor to refine conversations based on specific conditions for targeted analysis.
    • Conversation Details: Select any conversation to view detailed information on a side panel, including the option to view and download the full transcript.
    • Exporting Data: Export up to 1000 conversation records at a time in formats such as Excel, CSV, JSON, or PDF, with options to download directly or receive via email.
    • Transcript Download: Download conversation transcripts as .txt files containing detailed elements like user inputs, Virtual Agent responses, Flow Designer actions, and custom controls to assist in troubleshooting.

    Conversation Information

    Each conversation record includes critical data fields to help administrators understand and analyze interactions:

    • Created: Date of the conversation.
    • Duration: Length of the conversation.
    • User ID: Unique identifier assigned to the Virtual Agent user (distinct from system user ID).
    • Device Type: Channel used for the chat.
    • Language: Language of the conversation.
    • End State: How the conversation concluded (e.g., completed, transferred).
    • Type: Nature of the conversation, such as VA Only (initiated and completed within Virtual Agent).
    • Conversation Sys Id: Unique system identifier for the conversation.

    Practical Use and Benefits

    ServiceNow customers can leverage the Conversations tab to monitor Virtual Agent performance, identify issues, and improve user experience by analyzing detailed conversation data. The ability to filter, export, and download transcripts enables efficient troubleshooting and reporting, helping administrators resolve errors and optimize Virtual Agent interactions effectively.

    Use the Conversations tab to view the list of Virtual Agent conversations and details of each conversation that occurred during the selected date range.

    All conversations from the Conversation table [sys_cs_conversation], that run on the Virtual Agent Designer are listed on the Conversations page, except for notifications, open (ongoing) conversations, and previews.

    Virtual Agent conversations and analytics data is retained for a period of two years.

    To access the Conversations tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role.

    Figure 1. Conversations page
    Virtual Agent Analytics conversations page set to all conversations, with first conversation in list highlighted.

    Conversations tab benefits

    The Conversations tab enables you to do the following:

    Get conversation details

    To get more information about a conversation, select one of the conversations in the list. The information appears on the side panel.

    Figure 2. Conversation details
    Virtual Agent conversation details panel.

    To view and download the conversation transcript, select the Transcript tab.

    Figure 3. Conversation transcript
    Virtual Agent Conversation transcript tab showing record of conversation.

    Export the conversations list

    To export the conversations list on the Conversations page to a file, select Export. In the Export pop-up window, specify the format for the file such as Excel, CSV, JSON, or PDF, and the delivery type such as email or download.

    Note:
    You can export up to 1000 records only from the list on the page. This limit is not configurable.

    Conversation information

    The following table describes details of conversations listed in the Conversations tab.

    Table 1. User information
    Column Description
    Created Date of the conversation.
    Duration Duration of the conversation.
    User ID Unique identifier that the system creates and permanently assigns to a Virtual Agent user. The Id becomes a part of conversation records.

    This is not the same as the system user ID.
    Device Type Conversational channel used for the chat.
    Language Language used for the conversation.
    End state How the conversation ended. For more information on various conversation end states, see Virtual Agent interaction records.
    Type Type of conversation, for example, VA Only (conversation initiated and completed in VA).
    Conversation Sys Id of the conversation.

    Download the conversation transcript

    To download the conversation transcript, select a conversation from the conversations list and click Download.

    The conversation transcript .txt file includes various data elements such as user input, Virtual Agent response, Flow Designer Integration Hub, flow action, custom controls, and topic block information for the selected conversation. This information helps Virtual Agent administrators to troubleshoot conversations, for example, conversations where there were errors or transfers to a live agent. For more information on the .txt file, see Conversation transcript template.