Exploring the Conversational Analytics dashboard in Platform Analytics experience

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Exploring the Conversational Analytics dashboard in Platform Analytics experience

    The Conversational Analytics dashboard in ServiceNow’s Platform Analytics experience enables you to analyze and improve Virtual Agent (VA) interactions with users. It provides detailed insights into conversational data collected over up to two years, helping you understand how effectively VA resolves user issues and where improvements are needed.

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    This dashboard is essential for refining VA topics, increasing engagement rates, reducing user drop-offs, and improving the deflection rate by minimizing transfers to live agents.

    Key Features

    • Underperforming Topics: Identify and investigate VA topics that are not performing well to optimize conversation design.
    • Conversation Details: Access metadata for each VA interaction, including user info, chat duration, conversation type, and communication channel, with advanced filtering options.
    • Dashboard Tabs: Multiple tabs provide focused insights:
      • Overview: Key performance indicators for VA efficiency.
      • Now Assist in VA: Metrics for Now Assist integration (visible when enabled).
      • Usage: Data on conversation usage by language and type, with drill-down capabilities.
      • Conversations: Detailed conversation logs with filters for troubleshooting.
      • Users: Analysis of user interactions including filters by user and channel.
      • Topics: Performance metrics such as most/least used topics, transfer rates, and conversation lengths.
      • NLU Prediction: Natural Language Understanding accuracy indicators and links to the NLU Workbench.
      • Custom Events: Tracking of custom chat events created by users.
      • Issue Auto-Resolution: Metrics on issues automatically intercepted and resolved by VA.

    Using the Dashboard

    You can specify the date range for the data displayed, with real-time updates and data retention for up to two years. The dashboard provides trend visualizations and performance indicators to help you monitor VA activity and topic effectiveness. Selecting specific indicators or tabs allows you to drill down for more granular insights and troubleshooting.

    Key Outcomes

    • Gain actionable insights into VA conversation success rates and user engagement.
    • Identify and improve underperforming topics to enhance user experience.
    • Effectively monitor and troubleshoot individual conversations using detailed metadata and filters.
    • Leverage NLU performance data to refine intent recognition and topic selection.
    • Track custom events and auto-resolution effectiveness to optimize VA operations.

    Use Conversational Analytics dashboard to improve Virtual Agent (VA) interactions with users. The dashboard provides insights into conversational data, and helps you refine topics and improve the deflection rate of VA.

    Conversational Analytics dashboard

    Conversational Analytics dashboard provides insights into conversations so you can see how well Virtual Agent understood and resolved user issues. Virtual Agent keeps conversational data, that is, records of conversations with the users, and analytics data for up to two years. The dashboard contains indicators which, for example, reveal:
    • What percentage of users transfer from VA to a live agent
    • How to increase engagement rate and reduce user drop-offs
    • Whether the user reached the last node in a topic
    • Most and least used topics
    • Conversation details using advanced filters
    • How to optimize conversation design

    Virtual agent analytics overview tab

    Key features

    Underperforming topics

    See the underperforming VA topics to investigate and improve topic performance.

    Virtual Agent Underperforming topics section with visualizations for least used and incomplete topics.

    Conversation details

    Discover metadata about each VA interaction, including the user, chat duration, conversation type, and channel.

    Virtual Agent Analytics Dashboard conversation details tab.

    Overview of Conversational Analytics dashboard

    The following sections provide a high-level overview of how to use each section of the dashboard from the top down.

    Date range of data displayed

    The Start date and End date fields at the top of the dashboard specify the data range of the data summarized on each page.

    Virtual Agent chat data ranges shown by start and end dates in year-month-day format.

    All data is continually pushed from Virtual Agent to the dashboard in real time, and retained for up to two years.

    For information about setting the date range, see Set the date range of the data.

    Certain data visualizations might not have data available for the start date and end date selected in the Start date and End date fields. In such cases, the indicator shows data for a start date and end date based on data availability within the selected date range.

    Getting detailed data

    The Overview tab contains key indicators to help you evaluate the performance of VA. You can view more details in the following ways:

    • Select a tab, for example, Usage.
    • Select an indicator, for example, Active VA users.

    Dashboard tabs
    Table 1. Dashboard tabs
    Tab Description
    Overview View the key indicators of the performance of VA.
    Now Assist in VA View key indicators to monitor the performance of Now Assist in Virtual Agent. This is visible only when Now Assist in Virtual Agent is enabled.
    Usage View VA conversation usage, for example, the language and conversation type. You can also drill down to the list of conversations of a certain language or conversation type.
    Conversations View conversation details and troubleshoot individual conversations. Advanced filtering enables you to filter the list of conversations by conversation type, duration, user, and language.
    Users View how your users are conversing with VA. Advanced filtering enables you to filter the list by user, channel, and last conversation.
    Topics View topic performance indicators. Some of the indicators are most and least used topics, topics corresponding to VA conversations that were transferred to a live agent, average length of conversations per topic, and topic blocks used.
    NLU Prediction View NLU performance indicators such as number of times the NLU prediction model accurately understood the intent of the user's conversation or auto-selected a topic. The indicator links to the NLU Workbench if your instance includes NLU.
    Custom Events View the number of custom chat events that you created using the Events page.
    Issue Auto-Resolution View details about the number of user issues intercepted by the auto-resolution service and resolved by the Virtual Agent.
    Virtual Agent activity

    This area of the dashboard contains indicators that show Virtual Agent activity such as number of active users who interacted with the Virtual Agent, number of conversations initiated on the Virtual Agent, and so on.

    Virtual Agent analytics dashboard key performance indicators.

    Selecting on the info icon displays the description of the indicator.

    Certain trend visualizations on the dashboard such as the trends in intent and topic matching do not support viewing monthly, weekly, and daily data.

    Virtual Agent performance

    This area of the dashboard contains indicators such as topic performance and user feedback that show how well Virtual Agent topics performed and the feedback from the user.

    Virtual Agent analytics dashboard key performance indicators.