How to track VIP users in the Conversational Analytics Dashboard

[Victor Chen]

Your organization may want to track whether and how your VIP users are interacting with the Virtual Agent. You could also measure whether the VIP is using web, mobile, or Teams/Slack.

You can create your own custom event to track in the conversational analytics dashboard to visualize data such as this. 

1. Navigate to Conversational Interfaces > Conversational Analytics > Event Configuration.  

2. Click New. 

3. Fill out the fields as follows, and then right-click the top bar and click Save to stay on the page. To “hop” to the VIP field in the Source Table Filter, first click and select “Show Related Fields” at the bottom of the drop-down”. The drop-down will refresh each time. Then click and select “Consumer => Conversation Consumer fields. Then click and select on “User ID => User fields”.

Finally, click “VIP”. Set the Conversation Mapping Field to "Sys_ID". Then right-click the top header and click Save. 

4. To configure a chart to measure channel usage (web, mobile...), click New in the Event Properties related list below and fill out the fields as follows. Then click Update.  

 

5. Start and end a conversation logged in as a VIP user (check the VIP flag on user profile to make a user a VIP).  

6. The custom event will then appear in the Virtual Agent Dashboard > Custom Events tab. This is created via a scheduled job so it may take around 15 minutes for it to appear.  

For another example of a custom event in the Conversational Analytics Dashboard, see this article on measuring output nodes used in conversations. 

[Community Alums]

Thanks for this @Victor Chen , it looks like custom events can be very helpful.

One of the common asks we get is how to identify the actual users in the conversational analytics dashboard. I am curious why the dashboard only shows the user Hash ID and not user names. That does not seem particularly useful. Do we need to create custom events to show this instead? I suppose the event would track users that started a conversation? Seems like a lot just to be able to see user details. Is there another way to get this information from the dashboard or do we need to report on the conversations or interactions directly?