How to Analyze Virtual Agent Utilization

Mi1
Tera Contributor

‎05-21-2023 10:10 PM

Hi,

I want to analyze the utilization of Virtual Agent.

Ex) Check the number of clicks etc. of the category selected by the user on the dashboard.

Are there any analysis tables or tools I can use?

Regards,

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Ratnakar7
Mega Sage
Mega Sage

‎05-21-2023 10:25 PM

Hi @Mi1 ,

 

To analyze the utilization of Virtual Agent in ServiceNow, you can use the Conversational Analytics feature.Conversational Analytics provides valuable insights into the performance and usage of your Virtual Agent conversations. It offers pre-built dashboards and reports that allow you to track metrics such as user interactions, conversation flow, user satisfaction, and more.

Here's how you can accessConversational Analytics and leverage its features:

  1. Navigate to "Conversational Interface > Conversational Analytics" in your ServiceNow instance.

  2. In the Virtual Agent Dashboard module, you'll find several pre-built dashboards and reports that provide insights into different aspects of Virtual Agent usage.

  3. Explore the available dashboards and reports to analyze the utilization of Virtual Agent.

Ratnakar7_0-1684733073290.png

 

Also, refer Analyzing Virtual Agent 

 

Thanks,

Ratnakar

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dcb
Tera Contributor

‎06-12-2023 02:01 AM

Is there any option to view what countries are using VA? 

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