---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Legacy - User Details page

# Legacy - User Details page {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Legacy - User Details page

The User Details page in the Yokohama release allows ServiceNow customers to view the history of a user's conversations with the Virtual Agent.
This page provides a comprehensive summary of user interactions including chat timelines, languages, channels used, and chat duration.
It also supports marking users and individual chats as favorites for easier tracking.
Show full answer Show less  
Note that the existing Conversational Analytics dashboard is being deprecated in favor of a new dashboard within the Platform Analytics experience, which is FedRAMP authorized and compliant with Government Community Cloud (GCC) requirements. Migration guidance is available for customers transitioning to the new dashboard.

## Key Features

* **User conversation history:** Lists all chats a user has had with the Virtual Agent, showing first and last chat times, languages, and channels used.
* **Detailed chat insights:** Selecting a chat displays detailed information such as the conversation transcript and a timeline showing topic flow and agent handoffs.
* **Favorite tagging:** Users and individual chats can be tagged as favorites with a star icon, enabling quick filtering and access on the Users and Conversations pages.
* **Chat timeline visualization:** Displays the progression of the chat including Virtual Agent responses, live agent involvement, and chat closure events.

## Key Outcomes

* Gain detailed visibility into user interactions with the Virtual Agent for improved support analysis and user engagement tracking.
* Efficiently filter and manage high-priority users and chats by marking them as favorites, enhancing workflow and monitoring.
* Prepare for transition to the new Conversational Analytics dashboard that meets compliance standards and offers advanced analytics capabilities.  
Use the User Details page to see the history of a user's conversations.  
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](https://servicenow-prod.fluidtopics.net/PA9Jme0Q78ljYT5IEKt7FA "The Conversational Analytics dashboard in Platform Analytics experience helps you improve Virtual Agent (VA) interactions with users by providing insights into conversational data. The dashboard helps you refine topics and improve the deflection rate of VA.").

For details on the deprecation process, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=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 \[KB1651556\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1651556).

The User Details page lists all chats that a user had with the Virtual Agent. It
also displays the summary such as the language used in the chats, the first and last chats, and
the channels.  
Figure 1. User details page

You can select the star icon on the User Details page to tag the user as a favorite. In the Users page, you can easily list the users that are marked as favorite using the Filter Editor.

## Benefits {#user-page__section_d2k_5tc_xpb}

The User Details page enables you to do the following:

* View detailed information about each chat, and mark chats as favorite. For more information, see [Get information about each chat](https://servicenow-prod.fluidtopics.net/YAvbAGqApgn60OdE9mlmWg#user-page__section_zj2_nmh_5pb).
* View details about each user. For more information, see [Get information about each user](https://servicenow-prod.fluidtopics.net/YAvbAGqApgn60OdE9mlmWg#user-page__section_rpm_q5c_xpb).
{#user-page__ul_p5h_wtc_xpb}

## Get information about each chat {#user-page__section_zj2_nmh_5pb}

You can get more information about a chat that a user had with the Virtual Agent. To get detailed information about one of the chats listed on the User Details page, select a
date in the list of conversations. The information appears on the side panel.
Figure 2. Chat details  
To view the chat transcript for a user's conversation, select the Transcript tab.Figure 3. Conversation transcript

To view the chat timeline, select the Timeline tab.  
Figure 4. Timeline

The Timeline tab shows the topic flow in the chat. For example, the
following image shows that the chat started in Virtual Agent and moved to a live
agent.  
Figure 5. Topic flow

The timeline shows that the user chatted with Virtual Agent until 5:25. Then
the user requested to talk to a live agent, who joined the chat at 5:32. The timeline shows
events such as how many responses Virtual Agent made, and when the live agent
closed the chat.  
Figure 6. Timeline log

To tag the chat as favorite, select the star icon on the side panel. On the Conversations page, you can easily list the chats that are marked as favorite using the Filter Editor. For more information, see [Legacy - Conversations tab](https://servicenow-prod.fluidtopics.net/8HPclw4g9LjtEdRUVvw6lA "Use the Conversations tab to view the list of Virtual Agent conversations and details of each conversation that occurred during the selected date range.").

## Get information about each user {#user-page__section_rpm_q5c_xpb}

The following table explains the fields in the User Details page:  
{#user-page__table_jvz_dvq_b4b__entry__2}

| Field | Description |
|-|-|
| User ID | User ID of the logged in user. If users don't log in, they appear in the sessions as anonymous. |
| First conversation | How long ago the user first started the Virtual Agent chat. |
| Last conversation | How long ago the user last had a Virtual Agent chat. |
| Time in chat | Duration of the Virtual Agent chat. |
| Languages | Language the user used in the chats. |
| Channels | Software that the user used to chat. |
[Table 1. Details]

{#user-page__table_jvz_dvq_b4b}