How is Metrics Calculated in Now Assist Virtual Agent

[295Victor]

Hello All,

Before Now Assist Virtual Agent metrics were tracking through the Conversational Analytics Dashboard.

Which Covered Reports like :-

VA Success, Deflection Count, Deflection Pattern, Active VA Users, Conversations, Topic Flows Completed, Topic Complete, Topic Incomplete, User Feedback, Channel, Conversation End State.

My Question is how the Now Assist Virtual Agent Metrics get tracked?
Does it has the similar reports as per reference image?
Does it follow the end state as per the legacy NLU based virtual agent do?

[Vikram Reddy]

Hello @295Victor,

Go to Now Assist Admin > Analytics instead of the Conversational Analytics dashboard in your screenshot, that one (sn_ci_analytics on Platform Analytics, driven by the Glide Virtual Agent plugin) only reads NLU topic flow data and has zero visibility into Now Assist skill executions. Now Assist in Virtual Agent gets its own reporting inside Now Assist Admin, and the closest thing to what you're used to is the Self-Service Performance dashboard. It tracks total queries handled, resolution status derived from end-user ratings and thumbs feedback rather than a flow reaching an End node, overall resolution rate, and successful conversations broken out by capability or skill. Pair that with the Usage and Adoption dashboard for daily active users and skill distribution across channels.

So no, it doesn't inherit the legacy end-state model, Topic Complete, Topic Incomplete, Conversation End State, because a generative skill isn't executing discrete topic-flow blocks with an explicit end node the way NLU topics are. Resolution is inferred from feedback and query outcome instead of flow completion, so treat metric names that look familiar, like deflection, as differently defined under the hood.

Thank you,
Vikram Karety
Octigo Solutions INC