Conversational Analytics Widgets Empty Despite Active VA Usage

[Justin Lucas]

Hello SN Community,

We're new to Virtual Agent and Live Agent and are trying to understand whether we're missing a configuration required for Conversational Analytics.

We have active VA usage and some analytics data is populating, but the following widgets are consistently empty:

Overview (we're using the VA Default deflection configuration and have tested across multiple date ranges with the same results)

• User Feedback
• KB Breakdown
• VA Success

  

Usage

• Topic Sent via the Actionable Notification 

Topics > Category

• All widgets are empty for all categories 

For those who have implemented Conversational Analytics:

• Have you seen these specific widgets remain empty while others populate?
• Are there prerequisite configurations for these metrics (Feedback Setup topic, Deflection blocks, Topic Categories, KB presentation, PA jobs, etc.)?
• Is there a way to identify the underlying tables/events each widget depends on?

Any guidance on what configuration we should validate first would be appreciated. Thanks!

[Justin Lucas]

Quick update after troubleshooting further:

• Some of the data comes from "sn_ci_analytics_cs_details".
• OOB VA topics do not have a category populated, which is likely why we're missing data for topics.
• "Feedback Result" and "Self Solve" fields are empty/false for all "sn_ci_analytics_cs_details" records, but it's still unclear why this data isn't being populated. This is likely causing issues with some of the widgets.

Still continuing to troubleshoot, but I would like to understand if any steps may have been missed with the initial VA setup/config.