Virtual Agent Dashboard - KB Breakdown showing "no data available"

[Tom Kay1]

Hello,

I've been implementing "deflection" topic blocks into our Virtual Agent topics and these appear to be functioning correctly in regards to reporting "deflections" on the Virtual Agent Dashboard.

Despite some of our topics displaying KB articles (either via contextual search or direct link), neither of these are being reported by the KB Breakdown widget and it is constantly showing as "No data available".

Picture of dashboard: https://ibb.co/s2TkSZz

Does anyone know how to ensure the KB Breakdown shows the knowledge articles which were displayed to users?

Kind regards,

Tom

[Community Alums]

We are also facing this issue. We just recently went live with VA.

[JLeong]

I opened a case with ServiceNow. I will let you know once they respond.

[JLeong]

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1638862

In the Deflection utility block, for the KB Breakdown widget to be populated, you needed to ensure that you are using the 'kb_knowledge' table. 

Additional note, for these metrics to record any individual KB Breakdown of each of these searches, you will need to populate the "Activity Id" field with a list of sys_id for the searched articles. 

[olgaredkina]

Hi, 

In the Deflection utility block, for the KB Breakdown widget to be populated, you needed to ensure that you are using the 'kb_knowledge' table. After doing so, I was able to see the breakdown under the ITSM VA VA Default deflection configuration.

Additional note, for these metrics to record any individual KB Breakdown of each of these searches, you will need to populate the "Activity Id" field with a list of sys_id for the searched articles. Reference the KB below:

Kb article number is not displayed in the KB Breakdown widget in VA dashboard.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1274920

How to get data on KB breakdown widget on virtual agent dashboard
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1638862