Legacy - User Details page
Summarize
Summary of Legacy - User Details page
The Legacy User Details page allows ServiceNow customers to view a comprehensive history of a user's interactions with the Virtual Agent. This includes all chat sessions with details such as language, timing, and communication channels. The page supports user and chat management by enabling favorites tagging for easy identification and filtering.
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Note that the Conversational Analytics dashboard associated with this feature is being deprecated and replaced by a new dashboard in the Platform Analytics experience, which complies with Government Community Cloud (GCC) and FedRAMP requirements.
Key Features
- Chat History and Details: Access detailed records of all chats a user had with the Virtual Agent, including transcripts and timelines that show topic flow and transitions between Virtual Agent and live agents.
- Favorites Tagging: Mark users and specific chats as favorites using star icons for quick access and filtering on the Users and Conversations pages.
- User Information Fields: View key user details such as User ID, first and last conversation timestamps, chat duration, languages used, and chat channels.
- Chat Timeline Visualization: See chronological events within chats, including when the user switched from Virtual Agent to a live agent and when chats were closed.
Practical Benefits for ServiceNow Customers
- Efficiently monitor and analyze individual user interactions with Virtual Agent to improve support quality and user experience.
- Use favorites tagging to quickly identify important users or chats, streamlining follow-up actions and reporting.
- Prepare for migration to the new Platform Analytics dashboard to ensure ongoing access to conversational analytics with compliance needs.
Use the User Details page to see the history of a user's conversations.
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 User Details page lists all chats that a user had with the Virtual Agent. It also displays the summary such as the language used in the chats, the first and last chats, and the channels.
You can select the star icon on the User Details page to tag the user as a favorite. In the Users page, you can easily list the users that are marked as favorite using the Filter Editor.
Benefits
- View detailed information about each chat, and mark chats as favorite. For more information, see Get information about each chat.
- View details about each user. For more information, see Get information about each user.
Get information about each chat
You can get more information about a chat that a user had with the Virtual Agent. To get detailed information about one of the chats listed on the User Details page, select a date in the list of conversations. The information appears on the side panel.
To view the chat timeline, select the Timeline tab.
The Timeline tab shows the topic flow in the chat. For example, the following image shows that the chat started in Virtual Agent and moved to a live agent.
The timeline shows that the user chatted with Virtual Agent until 5:25. Then the user requested to talk to a live agent, who joined the chat at 5:32. The timeline shows events such as how many responses Virtual Agent made, and when the live agent closed the chat.
To tag the chat as favorite, select the star icon on the side panel. On the Conversations page, you can easily list the chats that are marked as favorite using the Filter Editor. For more information, see Legacy - Conversations tab.
Get information about each user
The following table explains the fields in the User Details page:
| Field | Description |
|---|---|
| User ID | User ID of the logged in user. If users don't log in, they appear in the sessions as anonymous. |
| First conversation | How long ago the user first started the Virtual Agent chat. |
| Last conversation | How long ago the user last had a Virtual Agent chat. |
| Time in chat | Duration of the Virtual Agent chat. |
| Languages | Language the user used in the chats. |
| Channels | Software that the user used to chat. |