Can I see Virtual Agent usage by Service?

[Daichi Ishikawa]

H, all!!

I'm trying to analyze Virtual Agent usage on the dashboard.

Are there any OOTB dashboard which is shown Virtual Agent usage by Service [cmdb_ci_service]? I have to analyze it from the viewpoint of Service.

I cannot find that in the Virtual Agent analytics dashboard.

Any help would be greatly appreciated!!

Thank you!!

[Muralidharan BS · Accepted solution]

There is no ci field to map the topics to any service. But you can report based on the category if you have linked the topics to category like below. Other than that, usage can be derived from User's department and Business unit.

[Chris D]

I actually added a custom Configuration Item field on the sys_cs_topic myself - not for reporting, but actually for dynamic topic switching from my general "Business Application Issue" topic to the app-specific topic(s) for the selected CI. Technically I have a List field since multiple apps can be related to one topic, but that's up to you - keep in mind, List fields are not as easy to report on as Reference fields.

If you want, you can consider creating a similar List/Reference field and use it for reporting; the sys_cs_conversation_task table has a "Topic" Reference field to the sys_cs_topic list, so you'd dot-walk here for usage data. (Just be aware the sys_cs_conversation_task table is huge so you may want to consider using PA and/or very precise queries.) Only downside is that you can't edit this custom field from VA Designer, so after you publish a topic the ootb way, you'd need to open up the sys_cs_topic record and manually update your CI field.