Conversations tab

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Conversations tab

    The Conversations tab in ServiceNow Yokohama release provides a comprehensive view of Virtual Agent conversations recorded within a selected date range. It lists all completed conversations from the Conversation table [syscsconversation], excluding notifications, ongoing conversations, and previews. To access this feature, users require the Chat Analytics Viewer (chatanalyticsviewer) role. Conversation data and analytics are retained for two years, allowing thorough review and analysis.

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    Key Features

    • Conversation Listing and Filtering: View all completed Virtual Agent conversations with the ability to filter them using the filter editor based on specific conditions, enhancing data analysis and management.
    • Favorites Tagging: Mark important conversations as favorites by selecting the star icon. Filter and list all favorite conversations easily for quick access.
    • Conversation Details: Select any conversation to view detailed information on the side panel, including metadata such as created date, duration, user ID, device type, language, end state, and conversation type.
    • Transcript Access and Download: View and download conversation transcripts in .txt format. These transcripts include user inputs, Virtual Agent responses, flow actions, and other relevant data useful for troubleshooting and analyzing conversation flows.
    • Export Conversations List: Export up to 1000 conversation records at a time in multiple formats (Excel, CSV, JSON, PDF) via download or email delivery to facilitate offline analysis or reporting.

    Key Outcomes

    • Enhanced Troubleshooting: Access to detailed conversation transcripts helps Virtual Agent administrators identify errors or issues such as unnecessary transfers to live agents.
    • Improved Conversation Management: Filtering, favorites, and export capabilities enable efficient review, organization, and reporting of Virtual Agent interactions.
    • Data Retention and Compliance: Two-year retention of conversation data ensures historical access for audit or performance evaluation.

    Use the Conversations tab to view the list of Virtual Agent conversations and details of each conversation that occurred during the selected date range.

    All conversations from the Conversation table [sys_cs_conversation], that run on the Virtual Agent Designer are listed on the Conversations page, except for notifications, open (ongoing) conversations, and previews.

    To tag a conversation as a favorite, select the star icon on the side panel. You can list all conversations that are marked as favorite using the Filter Editor.

    Virtual Agent conversations and analytics data is retained for a period of two years.

    To access the Conversations tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role.

    Figure 1. Conversations page
    Virtual Agent Analytics conversations page set to all conversations, with first conversation in list highlighted.

    Conversations tab benefits

    The Conversations tab enables you to do the following:

    Get conversation details

    To get more information about a conversation, select one of the conversations in the list. The information appears on the side panel.

    Figure 2. Conversation details
    Virtual Agent conversation details panel.

    To view and download the conversation transcript, select the Transcript tab.

    Figure 3. Conversation transcript
    Virtual Agent Conversation transcript tab showing record of conversation.

    Export the conversations list

    To export the conversations list on the Conversations page to a file, select Export. In the Export pop-up window, specify the format for the file such as Excel, CSV, JSON, or PDF, and the delivery type such as email or download.

    Note:
    You can export up to 1000 records only from the list on the page. This limit is not configurable.

    Conversation information

    The following table describes details of conversations listed in the Conversations tab.

    Table 1. User information
    Column Description
    Created Date of the conversation.
    Duration Duration of the conversation.
    User ID Unique identifier that the system creates and permanently assigns to a Virtual Agent user. The Id becomes a part of conversation records.

    This is not the same as the system user ID.
    Device Type Conversational channel used for the chat.
    Language Language used for the conversation.
    End state How the conversation ended. For more information on various conversation end states, see Virtual Agent interaction records.
    Type Type of conversation, for example, VA Only (conversation initiated and completed in VA).
    Conversation Sys Id of the conversation.

    Download the conversation transcript

    To download the conversation transcript, select a conversation from the conversations list and click Download.

    The conversation transcript .txt file includes various data elements such as user input, Virtual Agent response, Flow Designer Integration Hub, flow action, custom controls, and topic block information for the selected conversation. This information helps Virtual Agent administrators to troubleshoot conversations, for example, conversations where there were errors or transfers to a live agent. For more information on the .txt file, see Conversation transcript template.