Legacy - Issue auto-resolution tab
Summarize
Summary of Legacy - Issue auto-resolution tab
The Issue auto-resolution tab provides insights into how effectively your Virtual Agent (VA) chatbot anticipates and resolves user issues automatically. It displays data on the number of user issues intercepted by the auto-resolution service and resolved by the VA during chatbot sessions. This feature is particularly useful when users are diverted to VA from non-conversational interfaces like service portals or email.
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Important: The existing Conversational Analytics dashboard is being deprecated and will no longer be available for installation in the future. A new, FedRAMP-authorized Conversational Analytics dashboard is available in the Platform Analytics experience, supporting compliance requirements for Government Community Cloud (GCC). Existing users can migrate their analytics data to the new dashboard.
Access and Requirements
The Issue auto-resolution tab is available only when Issue Auto Resolution is enabled and the Auto Resolution Configuration record is active. To view this tab, users must have either the chat analytics admin role or the chat analytics viewer role.
Key Features
- Intents with Matched Topics: Shows the number of intents linked to topics enabled for auto-resolution.
- Intents without Matched Topics: Displays intents without matching topics.
- Intents with Auto-resolution Disabled: Counts intents matching topics that are not enabled for auto-resolution.
- Intent and Topic Matching Results: Breaks down incidents by whether intents and topics match.
- Trends in Intent and Topic Matching: Visualizes incident trends based on intent-topic matching status.
- Auto Resolution Conversations: Shows counts of resolved versus unresolved conversations after VA interaction.
- Auto Resolution Conversation Trends: Displays trends in total issue auto-resolution conversations and resolution success rates.
- Issue Auto-resolution Acceptance Rate: Tracks how often users accept or decline auto-resolution notifications.
- Top Topics in Auto Resolution Conversations: Highlights frequently used topics in auto-resolution conversations.
Benefits for ServiceNow Customers
This tab allows you to monitor and evaluate the effectiveness of your VA chatbot in automatically resolving user issues, helping you optimize user experience and reduce manual interventions. By understanding intent-topic matches and user acceptance rates, you can fine-tune auto-resolution configurations to improve resolution rates and overall Virtual Agent performance.
The Issue auto-resolution tab helps you understand how well your Virtual Agent (VA) chatbot anticipates user needs. It displays information about the number of user issues intercepted by the auto-resolution service and resolved by VA.
Conversational Analytics dashboard is being prepared for future deprecation. It will be supported until deprecation but will no longer be available for installation. A new Conversational Analytics dashboard in Platform Analytics experience, which meets the compliance requirements of Government Community Cloud (GCC), and thus FedRAMP authorized, is available. See Conversational Analytics dashboard in Platform Analytics experience.
For details on the deprecation process, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
If you are an existing user of this dashboard and want to migrate analytics data to the new dashboard, see Migrate data to Conversational Analytics dashboard in Platform Analytics experience [KB1651556].
Issue auto-resolution takes place when a user is diverted to VA from a non-conversational interface. For example, a user might request a new keyboard through a service portal or email. The auto-resolution service can detect the user request and use VA to resolve the user's request in a VA chatbot session. For more information, see Auto Resolution for Virtual Agent.
The data visualizations in the Issue auto-resolution tab displays how well the auto-resolution service is working. This tab is available only when Issue Auto Resolution is enabled and the Auto Resolution Configuration record is set as active.
To access the Issue auto-resolution tab, you must have the chat analytics admin role or the chat analytics viewer role.
Selecting the data or pointing to the data in the visualizations displays additional information about the data.
| Visualization | Description |
|---|---|
| Intents with Matched Topics | Number of intents that match topics enabled for auto-resolution. |
| Intents without Matched Topics | Number of intents that do not have matching topics. |
| Intents with Auto-resolution Disabled | Number of intents that match topics not enabled for issue auto-resolution. |
| Intent and topic matching results | Breakdown of incidents by intent matching. For example, incidents with matching intents and topics, and incidents without matching intents. |
| Trends in intent and topic matching | Trend showing incidents that have intents with or without matching topics. |
| Auto resolution conversations | Issue auto-resolution conversations that were resolved and unresolved. Resolved means incidents are in the resolved state after the users interacted with VA. |
| Auto resolution conversation trends | Usage trend showing all the issue auto-resolution conversations and how many incidents were successfully resolved. |
| Issue auto-resolution acceptance rate | Shows the issue auto-resolution notifications that were accepted and declined by users. |
| Top topics in auto resolution conversations | Frequently used topics in auto resolution conversations. |