Legacy - Overview tab

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

    The Legacy Overview tab provides a snapshot of key information from the Conversational Analytics dashboard, offering a summary of various conversational metrics related to Virtual Agent interactions. It serves as the landing page for the dashboard and requires theChat Analytics Viewer (chatanalyticsviewer)role for access. Note that this legacy dashboard is being prepared for deprecation and will eventually be replaced by a new Conversational Analytics dashboard in the Platform Analytics experience, which complies with Government Community Cloud (GCC) and FedRAMP requirements.

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    Key Features

    • Deflection Count: Tracks the number of times Virtual Agent successfully resolves user issues without escalation.
    • Deflection Pattern: Shows deflections categorized by patterns.
    • KB Breakdown: Displays knowledge base articles used during deflections and their frequency.
    • Active VA Users: Counts unique end users interacting with the conversational interface.
    • Conversations: Total number of interactive conversations initiated with Virtual Agent.
    • VA Success: Percentage of conversations completed without escalation or negative feedback.
    • Topic Flows Completed: Percentage of topics fully completed by end users.
    • Categories: Number of completed conversations by topic category.
    • Topics: Occurrences of topics completed or abandoned midway.
    • User Feedback: Classified as good, bad, or neutral based on configured feedback setup.
    • Channels: Counts conversations across different Virtual Agent channels.
    • Conversation End State: Counts conversations that ended in the out-of-the-box states.

    Using the Overview Tab

    • Interact with widgets by clicking arrowhead icons to access detailed dashboard tabs.
    • Select visual data elements (e.g., bars in charts) to drill down for more information.
    • Adjust the displayed data’s date range to analyze different time periods.
    • Switch views within widgets, such as toggling between completed and incomplete categories.

    Customization

    The Overview tab can be configured to add or remove widgets based on user needs, allowing customization to tailor the dashboard for different audiences or focus areas.

    Important Considerations

    • The legacy Conversational Analytics dashboard will be deprecated; customers should plan to migrate to the new Platform Analytics experience dashboard.
    • Migration guidance is available to transfer existing analytics data to the new dashboard.
    • The Now Assist in Virtual Agent Analytics menu appears only if the Now Assist feature is enabled.

    Use the Overview tab to get a snapshot of some of the information collected in the Conversational Analytics dashboard.

    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].

    The Overview tab is the landing page for the dashboard. It provides a summary of the information on all the other dashboard tabs. To use the Overview tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role.

    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

    For directions about using the widgets on the Overview tab, see Explore the Virtual Agent Analytics Dashboard.

    Table 1. Visualized overall data
    Visualisation 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.
    Conversations Count of all interactive conversations initiated from the Virtual Agent.
    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.)
    Topic flows completed Percentage of topics that end users completed till the last node out of all topics invoked and ran.
    Categories Number of completed conversations shown per the Topic Category.
    Topics Number of occurrences when the user completed to the last node or left a conversation midway through for each topic.
    User feedback Feedback Results categorized as good, bad and neutral. The Feedback results are calculated from the Feedback Setup Topic.
    Note:
    Analytics Administrator can change how frequently the Feedback Setup topic show post-chat by changing the system properties.
    Channels Number of conversations executed across the configured channels of the Virtual Agent.
    Conversation end state Number of conversations that have ended in the OOTB Conversation End state.

    Typical actions on the Overview tab include:

    • Selecting the arrowhead icon Arrowhead icon. in any of the widgets to open other dashboard tabs that display more detailed information.
    • 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.
    • Selecting a tab inside one of the widgets to change the set of data displayed. For example, in Categories bar chart, select the Incomplete tab.
    Note:
    Your Overview tab might look different because it can be configured.