Virtual agent Performance

[Priya155]

Hi all,

I want to analyse the Virtual agent performance like how many chats completed and how many incomplete for that i am using Conversational interface --> Virtual agent Dashboard.

Is there any way i can see/ check why user does not complete a topic ?

Thanks,

Priya

[Vipul Sethi · Accepted solution]

I am not sure what exactly you are asking but In Virtual agent dashboard , under the topic tab you will see worst performing topics, All those topic which will come under incomplete are those which user has abandoned and there is OOB criteria which checks whether user reached last node of VA topic or not. If not the incomplete % of topic will increase. There can be many reason why user has left topic, I don't think you can pin point why they have left its better to improve the topic and make it more user friendly 

For more details on this refer this doc link https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/virtual-agent/concept/t.... 

[Priya155]

Thanks Vipul for reply.

What i want to analyse how can topics usage be improved what all changes can be made to make a topic more useful.

For that purpose i am chceking how many topics are incomplete and why?

Thanks