Hi Team,
I’m trying to create reports/dashboards for Virtual Agent metrics. Currently, I can generate reports only from the interaction and aws_interaction tables. The required data appears to be in the conversation table, but reporting on it requires adding the table to the Permitted Tables property, which is a high-risk change.
Could you please advise:
Is there a supported way to report on these metrics without modifying the permitted tables property?
Are there any OOTB reports, views, or recommended tables for this?
Best practices for VA reporting?
Metrics needed:
Session metrics (total sessions – daily/weekly/monthly)
Deflection & escalation rates
Resolution rate by topic/intent
Topic performance (top, failed, abandoned, avg time)
User feedback (CSAT, comments)
Live agent handoff details
User demographics
KB usage via AI
Custom KPIs (tickets prevented)
Surveys
Thanks in advance for your guidance.
