Overview tab

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

    The Overview tab in Virtual Agent Analytics serves as the dashboard landing page, providing key performance indicators (KPIs) that help ServiceNow customers evaluate how effectively their Virtual Agent (VA) is performing. Access to this tab requires theChat Analytics Viewer (chatanalyticsviewer)role. When enabled, Now Assist in Virtual Agent Analytics appears in the left navigation.

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    Key Performance Indicators

    The Overview tab displays multiple important indicators that measure VA performance, including:

    • Deflection Count: Number of times the VA resolves or assists in resolving user issues via the Deflection topic block.
    • Deflection Pattern: Frequency of deflections categorized by deflection patterns.
    • KB Breakdown: Titles and presentation counts of Knowledge Base articles used during deflections.
    • Active VA Users: Unique count of end users who have interacted with the VA. Selecting this indicator shows the list of users.
    • Conversations: Total interactive conversations initiated. Drilling down reveals conversation details.
    • VA Success: Percentage of conversations completed without escalation or negative feedback, indicating successful topic flow completion. Users can view related conversations by selecting this chart.
    • Topic Flows Completed: Percentage of topics fully completed by users.
    • Topic Category - Complete/Incomplete: Counts of completed and abandoned conversations per topic category, with drill-down capabilities.
    • Topic - Complete/Incomplete: Counts of completed or abandoned individual topics, also drillable for details.
    • User Feedback: Categorizes feedback as good, bad, or neutral based on the Feedback Setup topic. Chat Analytics Admins can adjust feedback frequency via system properties. Selecting feedback results shows associated conversations.
    • Channels: Counts conversations by configured VA channels, with drill-down to conversations per channel.
    • Conversation End State: Counts conversations by their end state, enabling detailed analysis by selecting specific states.

    Practical Use and Actions

    • Customers can select deflection configurations to analyze related deflection metrics such as counts, patterns, and KB article usage.
    • Interactive visualizations allow drilling down on chart elements (bars, segments) to get detailed data about users, conversations, topics, feedback, and channels.
    • The date range for displayed data can be changed to focus on specific time periods for analysis.

    This tab provides a comprehensive, actionable view of Virtual Agent performance, enabling customers to monitor success rates, understand user engagement, identify knowledge base effectiveness, and improve conversational flows based on real-time analytics.

    Use the Overview tab to view key indicators that help you evaluate the performance of Virtual Agent.

    The Overview tab is the landing page for the dashboard. The visualizations in the Overview tab are important indicators of how VA is performing. You must have the Chat Analytics Viewer (chat_analytics_viewer) role to use the Overview tab.

    Note:
    Now Assist in Virtual Agent Analytics appears in the left navigation only when you have Now Assist in Virtual Agent enabled.

    Virtual agent analytics dashboard overview tab

    Table 1. Key performance indicators
    Indicators Descriptions
    Deflection Count Number of deflection occurrences measured by the execution count of the Deflection topic block. A deflection occurs when Virtual Agent resolves or helps to resolve an issue for a user.
    Deflection Pattern Number of deflections per deflection patterns.
    KB Breakdown Titles of KB articles with the number of times they were presented as part of deflections.
    Active VA users Cumulative number of unique active end users (not agents) who used the conversational interface. Select the indicator to drill down to the list of users.
    Conversations Count of all interactive conversations initiated from the Virtual Agent.

    Select the indicator to drill down to the list of conversations.
    VA success Percentage of conversations that were completed without escalation and with an intended topic flow.

    Completed conversations are those that reach the end of a Virtual Agent topic or conversation, are closed by the user, or are automatically closed.

    Completed without escalation means that the conversation was not routed to a live agent, and the user did not give negative feedback. (Feedback types include negative, positive, neutral, and no feedback.)

    Select the chart to drill down to the conversations that were completed successfully.
    Topic flows completed Percentage of topics that end users completed till the last node out of all topics invoked and ran.
    Topic Category - Complete Number of completed conversations shown per topic category. Select a topic category on the bar chart to drill down to the topic category details.
    Topic Category - Incomplete Number of incomplete conversations shown per topic category. Select a topic category on the bar chart to drill down to the topic category details.
    Topic - Complete Number of occurrences per topic when the user completed to the last node. Select a topic on the bar chart to drill down to the topic details.
    Topic - Incomplete Number of occurrences per topic where users abandoned the conversation before the topic reached the last node. Select a topic on the bar chart to drill down to the topic details.
    User feedback Feedback results categorized as good, bad and neutral. The feedback results are calculated from the Feedback Setup topic.
    Note:
    A user with Chat Analytics Admin role can change how frequently the Feedback Setup topic shows after the completion of chat using the system properties.

    Select a feedback result on the chart to drill down to the list of conversations associated with the feedback.
    Channels Number of conversations executed across the configured channels of the Virtual Agent.

    Select a channel on the chart to drill down to the list of conversations associated with the channel.
    Conversation end state Number of conversations that have ended in the out-of-the-box conversation end state.

    Select a Conversation end state on the chart to drill down to the list of conversations associated with the Conversation end state.

    Typical actions on the Overview tab include:

    • Selecting a deflection configuration to view the deflection indicators such as deflection count, deflection patter, and KB Breakdown.
    • Selecting the visualized data, for example, a bar in a bar chart, to get additional information about the data.
    • Changing the date range of the data displayed.