--- 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 - Users tab # Legacy - Users tab {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 - Users tab The Legacy Users tab provides detailed insights into Virtual Agent users, including metrics such as last chat time, chat duration, and conversation history. This feature requires theChat Analytics Viewer (chatanalyticsviewer)role for access. It enables ServiceNow customers to analyze user interactions comprehensively and export user data for further analysis. Show full answer Show less Note that the Conversational Analytics dashboard associated with this tab is scheduled for future deprecation. A new, FedRAMP-authorized Conversational Analytics dashboard is available in the Platform Analytics experience, supporting compliance requirements such as Government Community Cloud (GCC). Customers are encouraged to migrate their analytics data accordingly. ## Key Features * **User Filtering:** Filter users using pre-built filters or create and save custom conditions via the condition builder for targeted analysis. * **User Summary Information:** View summarized details for each Virtual Agent user, including unique User Index, User ID, conversation timestamps, chat durations, channels used, languages, and favorite status. * **Export Functionality:** Export the user list in various formats (Excel, CSV, JSON, PDF) with delivery options such as email or direct download. Note that exports are limited to 1000 records per operation. * **User Details Page:** Access detailed conversation history for individual users to understand interaction patterns over time. ## User Information Details The Users tab displays key columns including: * **User Index:** Unique system-generated identifier for each Virtual Agent user, linked to conversation records. * **User ID:** Identifier of logged-in users, or "Anonymous" for unauthenticated sessions. * **First and Last Conversation:** Time elapsed since the user's initial and most recent Virtual Agent conversation. * **Time on Chat:** Duration of chat sessions. * **Last Used Channel and Language:** The client app and language used in the last conversation. * **Favorite Status:** Indicates whether the user is marked as a favorite for easier tracking. ## Filtering Options Filters help refine user data based on various attributes: * **User ID and User Index:** Filter by unique user identifiers. * **Conversation Properties:** Filter by conversation existence, count, duration, and channels used. * **Favorite Status:** Filter users marked as favorite or not. * **Time-Based Filters:** Filter users by first or last conversation time and chat duration. * **Language and Channel:** Filter users by the language used or specific communication channels like Slack. ## Practical Use for ServiceNow Customers This tab enables ServiceNow customers to monitor and analyze Virtual Agent user interactions effectively. By leveraging filtering and export capabilities, customers can identify user engagement trends, tailor Virtual Agent improvements, and maintain compliance with analytics governance through the migration to the new Platform Analytics dashboard. Get detailed information on Virtual Agent users such as the time of the last chat, length of the chat, and other metrics. 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 Users tab provides summary information about all users and detailed information about each user conversation with Virtual Agent. To access the Users tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role. Figure 1. Users page ## Users tab benefits {#users-tab__section_lpg_plc_xpb} The Users tab enables you to do the following: * Filter the list of users by using pre-built filtering options. For more information, see [Filtering the list of users](https://servicenow-prod.fluidtopics.net/1wbhgLBefEUa8n6lFiKhrw#users-tab-filtering__section_chp_ddh_5pb). * Filter the list of users based on a specific condition and save conditions for filtering. For more information, see [Filter using the condition builder](https://servicenow-prod.fluidtopics.net/1wbhgLBefEUa8n6lFiKhrw#users-tab-filtering__section_ons_xck_vpb). * View summarized information about users. For more information, see [User information](https://servicenow-prod.fluidtopics.net/An2n1HWUzRWKLRQnDhCcNA#users-tab__section_vn2_kyj_b4b). * Export the list of users to a file. For more information, see [Export the list of users](https://servicenow-prod.fluidtopics.net/An2n1HWUzRWKLRQnDhCcNA#users-tab__section_b4c_m3h_5pb). {#users-tab__ul_qng_mvb_xpb} ## Export the list of users {#users-tab__section_b4c_m3h_5pb} To export the list of users in the Users 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. ## User information {#users-tab__section_vn2_kyj_b4b} The following table describes the summarized Virtual Agent user information on the Users tab. {#users-tab__table_amh_4yj_b4b__entry__2} | Column | Description | |-|-| | User Index | Link to go to the User Details page. It is a unique number that the system creates and permanently assigns to a Virtual Agent user. This number becomes a part of conversation records. This number is not the same as the system user ID. | | User ID | User ID of the logged in user. If users don't log in, they appear in sessions as Anonymous. | | First conversation | How long ago the user first started the Virtual Agent conversation. | | Last conversation | How long ago the user last had a Virtual Agent conversation. | | Time on Chat | Duration of the Virtual Agent chat. | | Last Used Channel | Client software the user last used to chat. | | Last Used Language | Language the user last used in a Virtual Agent conversation. | | Favorite | Indicates whether the user is tagged as favorite. | [Table 1. User information] {#users-tab__table_amh_4yj_b4b} ## Field options in the Filter Editor {#users-tab__section_yz2_d4c_xpb} {#users-tab__table_uns_xck_vpb__entry__2} | Option | Description | |-|-| | User ID | User ID of the logged in user. | | User Index | Unique number that the system creates and permanently assigns to a Virtual Agent user. This number becomes a part of conversation records. | | Conversation Exists | Container for subfilter properties. For example, in the previous image, the subfilter is Duration. | | Channel Count | Number of channels a user used. A channel is the client app the user used, such as Slack. For example, if all users have used only one channel to chat with Virtual Agent, then setting the filter value to 2 eliminates all the users in the list. | | Channels | Only displays users that used the specified channel to chat. | | Conversation Count | Only displays users that have the number of conversations specified in the filter. | | Favorite | Only displays users that you marked as favorite, or conversely, not marked as favorite in the User Details page. For more information, see [Legacy - User Details page](https://servicenow-prod.fluidtopics.net/YAvbAGqApgn60OdE9mlmWg "Use the User Details page to see the history of a user's conversations."). | | First Conversation Time | Only displays users where the first conversation is within the time period specified. | | Language | Only displays users that chat using the specified language. | | Last Conversation Time | Only displays users where the last conversation is within the time period specified. | | Time in Chat | Only displays users whose chat durations are within the time period specified, for example, more than 30 seconds. | [Table 2. User filters] {#users-tab__table_uns_xck_vpb} * **[Legacy - User Details page](https://servicenow-prod.fluidtopics.net/YAvbAGqApgn60OdE9mlmWg)** Use the User Details page to see the history of a user's conversations. * **[Legacy - Use filters in the Users tab](https://servicenow-prod.fluidtopics.net/1wbhgLBefEUa8n6lFiKhrw)** You can use filters to get a deeper understanding of User data.