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!
