Conversation and Interaction table - which table to use for chat analytics

[Sushant13]

We are facing some issues with Conversational Analytics dashboard reports so I am trying to determine few statistical counts of virtual agent chat usage -
daily count of total chats initiated, virtual agent only chats, virtual agent + live agent chats, chat completed, chats abandoned

Interaction table has lot of fields to query on - agent chat, virtual agent, live agent handoff time, state, state reason. Is Interaction table the right table to get these answers or should the stats be gathered from Conversation (sys_cs_conversation) and its associated tables? 

I am assuming for every unique chat conversation session there is one record representation in Interaction table and Conversation table.

Let me know your thoughts on what is the best way to accurately gather these statistical counts.

[Muralidharan BS · Accepted solution]

HI Sushant,

The conversational Analytics uses different set of tables to the interaction and Conversation. You can learn more about the new dashboard here - 

https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/virtual-agent/task/get-va-dashboard.html

But as you said, Interaction table is the best one to start with as it has lot more info like wait time etc than Conversations.