Legacy - Use filters in the Users tab

  • Release version: Xanadu
  • Updated November 7, 2024
  • 3 minutes to read
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    Summary of Legacy - Use filters in the Users tab

    This guide explains how to use filters in the Users tab to analyze Virtual Agent user data effectively. Filtering helps ServiceNow customers gain deeper insights into user interactions by applying conditions to user data, such as conversation duration or usage patterns. Note that the legacy Conversational Analytics dashboard is being deprecated and replaced by a new Platform Analytics dashboard that is FedRAMP authorized, suitable for Government Community Cloud (GCC) compliance.

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    Filter using the condition builder

    The condition builder allows you to create or select filters based on one or multiple criteria to refine the user list. Key components include:

    • Field: Select from relevant tables related to user data.
    • Operator: Contextual operations depending on the selected field.
    • Value: Text entry or list options based on the field.

    You can add multiple conditions using logical operators (and/or) and remove conditions as needed. After setting conditions, use the Run button to apply the filter and Save Filter to store custom filters. Filters can be shared and modified by users with the Chat Analytics Viewer role.

    Filtering the list of users

    The Users tab provides predefined list options to categorize users:

    • All: Displays all Virtual Agent users.
    • New: Users who had their first conversation within the last seven days.
    • Returning: Users who have used Virtual Agent previously.
    • Never Returned: Users with exactly one conversation and no subsequent interactions.

    Selecting a user index links to the User Details page, offering detailed conversation data per user.

    Field options in the Filter Editor

    The Filter Editor supports specific user-related fields to tailor filters, including:

    • User ID: The logged-in user’s ID.
    • User Index: A unique identifier permanently assigned to each Virtual Agent user.
    • Conversation Exists: Enables subfilters such as conversation duration.
    • Channel Count: Number of distinct client apps (e.g., Slack) used by the user.
    • Channels: Filters users by specific communication channels.
    • Conversation Count: Filters by the number of conversations per user.
    • Favorite: Filters users marked as favorites in User Details.
    • First Conversation Time: Filters based on when the first conversation occurred.
    • Language: Filters users by chat language.
    • Last Conversation Time: Filters by the most recent conversation time.
    • Time in Chat: Filters users by chat duration, such as conversations lasting more than a specified number of seconds.

    These filtering capabilities enable ServiceNow customers to segment and analyze Virtual Agent user behavior precisely, supporting better decision-making and user experience optimization.

    You can use filters to get a deeper understanding of User data.

    Important:

    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].

    Filter using the condition builder

    The condition builder enables you to filter users based on one or more conditions. You can either select a default filter from the list or create a new filter condition. In the following example, the condition lists users whose conversations with the Virtual Agent lasted greater than 21 seconds.

    Figure 1. Condition builder
    Condition builder in the Filter Editor pop-up window, showing conditions: Conversation Exists, in which duration is greater than 21 seconds.
    The condition builder consists of the following:
    • Field: A list based on relevant tables.
    • Operator: A list of operations that is contextually generated based on the selected field.
    • Value: A text entry field or a list that is contextually generated based on the selected field.

    To remove a condition, select the delete icon Delete icon next to the condition. To add dependent conditions in the condition builder, either select or or and. To filter the conversations list using the condition, select Run.

    To save a condition that you created in the condition builder, select Save Filter. In the Save Filter pop-up window, specify a name for the condition. Users having the Chat Analytics Viewer (chat_analytics_viewer) role can select and modify your saved filters.
    Figure 2. Saved condition
    Filter Editor with filters dropdown open, All filter selected, and Channel Web Client shown under Saved Filters.

    Filtering the list of users

    Use the list options to filter users.

    Table 1. List options
    Option Description
    All All Virtual Agent users.
    New First conversation happened within the past seven days.
    Returning Users who previously used Virtual Agent.
    Never Returned Users who used Virtual Agent once, but haven't used it again. The conversation count is 1.

    Selecting a User Index takes you to the User Details page that provides detailed information about all of a user's conversations.

    Field options in the Filter Editor

    Table 2. User filters
    Option Description
    User ID User ID of the logged in user.
    User Index Unique number that the system creates and permanently assigns to a Virtual Agent user. This number becomes a part of conversation records.
    Conversation Exists Container for subfilter properties. For example, in the previous image, the subfilter is Duration.
    Channel Count Number of channels a user used. A channel is the client app the user used, such as Slack. For example, if all users have used only one channel to chat with Virtual Agent, then setting the filter value to 2 eliminates all the users in the list.
    Channels Only displays users that used the specified channel to chat.
    Conversation Count Only displays users that have the number of conversations specified in the filter.
    Favorite Only displays users that you marked as favorite, or conversely, not marked as favorite in the User Details page. For more information, see Legacy - User Details page.
    First Conversation Time Only displays users where the first conversation is within the time period specified.
    Language Only displays users that chat using the specified language.
    Last Conversation Time Only displays users where the last conversation is within the time period specified.
    Time in Chat Only displays users whose chat durations are within the time period specified, for example, more than 30 seconds.