Overview tab

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Overview tab

    The Overview tab in Virtual Agent Analytics provides essential performance indicators to help you evaluate how effectively your Virtual Agent (VA) is operating. This tab serves as the dashboard landing page, offering visualizations that present key metrics related to VA interactions and outcomes. Access requires theChat Analytics Viewer (chatanalyticsviewer)role. Note that the Now Assist in Virtual Agent Analytics menu appears only if Now Assist is enabled in Virtual Agent.

    Show full answer Show less

    Key indicators

    The Overview tab displays multiple important metrics, each offering insights into different aspects of VA performance:

    • Deflection Count: Measures how many times Virtual Agent resolved or helped resolve user issues, based on the execution of the Deflection topic block.
    • Deflection Pattern: Shows the number of deflections broken down by specific deflection patterns.
    • KB Breakdown: Lists Knowledge Base article titles with counts of how often they were presented during deflections.
    • Active VA Users: Tracks the cumulative number of unique end users (excluding agents) who engaged with the conversational interface. Clicking the indicator drills down to user details.
    • Conversations: Counts all interactive conversations initiated with Virtual Agent. Users can drill down to view individual conversations.
    • VA Success: Percentage of conversations completed successfully without escalation and following the intended topic flow. Success is defined as conversations that reach their end, close properly, and do not escalate to live agents or receive negative feedback. Drilling down shows these successful conversations.
    • Topic Flows Completed: Percentage of topics completed fully by end users versus all topics invoked.
    • Topic Category - Complete/Incomplete: Shows counts of completed and incomplete conversations by topic category, with drill-down to category details.
    • Topic - Complete/Incomplete: Number of occurrences per topic where users either finish or abandon conversations before the last node, with drill-down capability.
    • User Feedback: Categorizes feedback as good, bad, or neutral based on the Feedback Setup topic. Feedback frequency can be configured by users with Chat Analytics Admin role. Selecting feedback types drills down to related conversations.
    • Channels: Displays the number of conversations across different configured Virtual Agent channels. Drill-down provides conversation lists by channel.
    • Conversation End State: Counts conversations by their out-of-the-box end states, with drill-down to associated conversations.

    Practical usage

    On the Overview tab, you can:

    • Select deflection configurations to analyze deflection-related indicators such as counts, patterns, and KB article breakdowns.
    • Interact with visual data elements (e.g., bars in charts) to access detailed information about specific metrics.
    • Adjust the date range to view VA performance data for different time periods.

    This tab equips ServiceNow customers with actionable insights into Virtual Agent usage, user engagement, effectiveness in issue resolution, and feedback trends, enabling data-driven improvements to conversational experiences.

    Use the Overview tab to view key indicators that help you evaluate the performance of Virtual Agent.

    The Overview tab is the landing page for the dashboard. The visualizations in the Overview tab are important indicators of how VA is performing. You must have the Chat Analytics Viewer (chat_analytics_viewer) role to use the Overview tab.

    Note:
    Now Assist in Virtual Agent Analytics appears in the left navigation only when you have Now Assist in Virtual Agent enabled.

    Virtual agent analytics dashboard overview tab

    Table 1. Key performance indicators
    Indicators 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. Select the indicator to drill down to the list of users.
    Conversations Count of all interactive conversations initiated from the Virtual Agent.

    Select the indicator to drill down to the list of conversations.
    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.)

    Select the chart to drill down to the conversations that were completed successfully.
    Topic flows completed Percentage of topics that end users completed till the last node out of all topics invoked and ran.
    Topic Category - Complete Number of completed conversations shown per topic category. Select a topic category on the bar chart to drill down to the topic category details.
    Topic Category - Incomplete Number of incomplete conversations shown per topic category. Select a topic category on the bar chart to drill down to the topic category details.
    Topic - Complete Number of occurrences per topic when the user completed to the last node. Select a topic on the bar chart to drill down to the topic details.
    Topic - Incomplete Number of occurrences per topic where users abandoned the conversation before the topic reached the last node. Select a topic on the bar chart to drill down to the topic details.
    User feedback Feedback results categorized as good, bad and neutral. The feedback results are calculated from the Feedback Setup topic.
    Note:
    A user with Chat Analytics Admin role can change how frequently the Feedback Setup topic shows after the completion of chat using the system properties.

    Select a feedback result on the chart to drill down to the list of conversations associated with the feedback.
    Channels Number of conversations executed across the configured channels of the Virtual Agent.

    Select a channel on the chart to drill down to the list of conversations associated with the channel.
    Conversation end state Number of conversations that have ended in the out-of-the-box conversation end state.

    Select a Conversation end state on the chart to drill down to the list of conversations associated with the Conversation end state.

    Typical actions on the Overview tab include:

    • Selecting a deflection configuration to view the deflection indicators such as deflection count, deflection patter, and KB Breakdown.
    • 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.