VA/user interaction - Help with determining the completion of a topic.

[AdrianS]

Hi all,

Is there a way to find the topics that were completed in an interaction or conversation a user had with a virtual agent.

Example:

- I interacted with a Virtual Agent at 3 pm, in the specific conversation I received assistance with printing via the Virtual Agent's printing support flow. Potentially I can ask for more help and activate 0, 1, or more flows.

- I would like to know if there is a way to not only see if a flow a user went through in their conversation with VA, but also whether that flow was completed.

In doing so, this will help me get an idea of which topic flows are being used and complete, which are not being used, and which are being used the less.

[olgaredkina]

Have you checked Conversational Analytics Dashboard? https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/virtual-agent/co...

This would be the great place to start to understand how is VA performing in general and where are you biggest opportunity. 

It defiantly will help you to answer questions like "which topics used more/less", "which perform better/worse"

[m_osborne]

There is the "sn_ci_analytics_cs_details" table. When you open a record from this table, you will see a "Conversation" reference field as well as a "Topics" field that shows all of the topics that were used for the conversation. 

Not all conversation records will show up in this table, though. There are Formula Override (sn_ci_analytics_formula_override) records that dictate when a conversation analytic record is created for a conversation.

The "Conversational Analytics ETL Process" scheduled job, which runs every 15 minutes, does the review of the Formula Override records and determines whether to create the analytics conversation records.