Legacy - Overview tab
Summarize
Summary of Legacy - Overview tab
The Legacy Overview tab provides a snapshot of key metrics collected by the Conversational Analytics dashboard, offering a summary view of various analytics related to Virtual Agent interactions. It serves as the landing page of the dashboard and requires theChat Analytics Viewer (chatanalyticsviewer)role for access. This dashboard is currently supported but is planned for deprecation, with a new Conversational Analytics dashboard available in the Platform Analytics experience that complies with Government Community Cloud (GCC) and FedRAMP requirements.
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Key Features
- Deflection Count: Tracks the number of times Virtual Agent resolved or helped resolve user issues.
- Deflection Pattern: Displays the number of deflections by different deflection patterns.
- KB Breakdown: Lists Knowledge Base articles shown during deflections and their frequency.
- Active VA Users: Shows the cumulative count of unique end users interacting with Virtual Agent.
- Conversations: Total number of interactive conversations initiated.
- VA Success: Percentage of conversations completed successfully without escalation and negative feedback.
- Topic Flows Completed: Percentage of topics fully completed by users.
- Categories and Topics: Breakdown of completed conversations and topic engagement.
- User Feedback: Categorizes feedback as good, bad, or neutral based on configured feedback topics.
- Channels: Number of conversations by Virtual Agent channel.
- Conversation End State: Counts conversations ending in the out-of-the-box end state.
Usage and Customization
The Overview tab supports interactive features such as drilling down into detailed dashboard tabs by selecting widget icons or specific data points, adjusting date ranges, and toggling data views within widgets. It can be configured by administrators to add or remove widgets, tailoring the page to meet the needs of different users.
Important Considerations
- The Conversational Analytics dashboard is slated for future deprecation; existing users should consider migrating data to the new Platform Analytics dashboard.
- Now Assist in Virtual Agent Analytics appears in navigation only if Now Assist is enabled.
- Feedback frequency can be adjusted by an Analytics Administrator through system properties.
Use the Overview tab to get a snapshot of some of the information collected in the Conversational Analytics dashboard.
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].
The Overview tab is the landing page for the dashboard. It provides a summary of the information on all the other dashboard tabs. To use the Overview tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role.
For directions about using the widgets on the Overview tab, see Explore the Virtual Agent Analytics Dashboard.
| Visualisation | 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. |
| Conversations | Count of all interactive conversations initiated from the Virtual Agent. |
| 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.) |
| Topic flows completed | Percentage of topics that end users completed till the last node out of all topics invoked and ran. |
| Categories | Number of completed conversations shown per the Topic Category. |
| Topics | Number of occurrences when the user completed to the last node or left a conversation midway through for each topic. |
| User feedback | Feedback Results categorized as good, bad and neutral. The Feedback results are
calculated from the Feedback Setup Topic. Note: Analytics Administrator can change
how frequently the Feedback Setup topic show post-chat by changing the system
properties. |
| Channels | Number of conversations executed across the configured channels of the Virtual Agent. |
| Conversation end state | Number of conversations that have ended in the OOTB Conversation End state. |
Typical actions on the Overview tab include:
- Selecting the arrowhead icon
in any of the widgets to open other dashboard tabs that display more detailed information. - 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.
- Selecting a tab inside one of the widgets to change the set of data displayed. For example, in Categories bar chart, select the Incomplete tab.