New conversational analytics dashboard built on Platform Analytics

[Victor Chen]

In the Washington Patch 3 release, we've built a new conversational analytics dashboard for NLU-based Virtual Agent. Unlike the previous dashboard built on Appsee, this new dashboard is built on PAR (Platform Analytics Reporting, previously Performance Analytics.)

For customers who are on-prem or on GCC, this allows you to measure your Virtual Agent's usage and performance. 

Note: The Appsee-built Conversational Analytics Dashboard is scheduled for future deprecation. Please look to using the new dashboard.

To access the new dashboard, first upgrade to Washington Patch 3 and then update the Conversational Analytics store app to the latest version (v7.0.5+). Next, make sure you have a system property: sn_ci_analtyics.enable.par.dashboard (if you don't see it, you'll need to create it) and set it to 'true'. Then navigate to the Conversational Interfaces Home Page. You'll see the new analytics dashboard either as a tab on the right, or below in the summary card. 

Note: The original dashboard is still accessible via the Navigator: Conversational Analytics > Dashboard

Some differences from the original dashboard: In the new dashboard, you can view analytics for Now Assist in Virtual Agent if you have it enabled. Funnels is not yet available in the new dashboard. The new PAR dashboard will only capture Virtual Agent conversations post-install. To bring in past data, see this KB: KB1651556 . Note the limitations are listed in the KB. 

Happy analyzing!

[PoompozhilS]

Hey @Victor Chen 

Migrating the past data to New Conversational Analytics Dashboard, is it something can we able to perform in Washington release? and also the KB article you mentioned in the post is unavailable but I was able to find similar KB article but there the Release version is Xanadu 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1651556

[Victor Chen]

@PoompozhilS - updated KB - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1651556 

[Shravani Kantha]

Hey @Victor Chen 

We are not able to see "Analytics" tab on conversational interfaces Homepage, we are in washington patch 6 and property created as mentioned above, Are there any other pre requisites??

Regards,

Shravani

[PoompozhilS]

@Victor Chen   

I already saw this https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1651556 but in this KB it is mentioned only from Xanadu Release, can we Migrate the Old Virtual agent data in Washington release also?

[Sunil Achary]

@Shravani Kantha Please check if you have created the system property in the global scope. If yes, change it to your local scope. Hope it helps.

[rwhite]

What is the exact system property that needs to be added?  It looks like there may be a misspelling in the information above and want to make sure before creating it.  Thanks

[Asha Hawkeswort]

Yes, the new CI analytics dashboard is available in the Washington DC release:

https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/administer/virtual-agen...