User details from Virtual agent dashboard

[Pavithra16]

Hi

Is it possible to get the actual user details who initiated chat with virtual agent through user id, user index details from virtual agent dashboard users tab?

[Community Alums · Accepted solution]

HI Pavithra,

You can create a report on sys_cs_conversation table for all VA conversations.

 Also, sys_cs_message table Stores a record for each message in a conversation. Shows the messages displayed for each topic in the conversation flow.

Have you tried Conversational Analytics Dashboard? refer this link

https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/virtual-agent/concept/VA-da...

Also, Here's a Virtual Agent Academy video we did specifically on the Virtual Agent dashboard: https://www.youtube.com/watch?v=P6QRAx_nWs4&list=PLkGSnjw5y2U79gjQuQW-2GBqzEccwFkWH&index=8

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Community Alums]

Hi Pavithra,

Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep

[Keszia]

Hi Sandeep, we're using the VA with the Utah release, and the dashboard doesn't give us any identifiable details on who is talking to us. Our VA is purely internal to support our IT Service Desk, so being able to see usernames is important. When the user connects to them via Live Chat (VA handover to Agent), they can see the user details and get an interaction number. The User Index, Hashed User ID, and User ID don't mean anything to us.