Finding Top Call Drivers from Virtual Agent Tables

[Selvanagarajan]

Dear Community,

Our requirement is to find out "Top Call Drivers" from Virtual Agent Topics, Interactions and Messages.

We identified the following tables for the Data Analysis. 

1. [interaction.do]

2. [sys_cs_conversation.do]

3. [sys_cs_message.do]

please let me know your inputs to find top call drivers (frequently occurring issues/incidents).

[Mark Roethof]

Hi there,

What more specifically are you after? Because what I'm reading now, is already available in the out-of-the-box Virtual Agent Analytics dashboard?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[Gokul Janardana]

Hello,

If you would like to find the top used topics and worst used topics by VA, the best option is to install the OOB "Virtual Agent Analytics" dashboard. In Sandiego version, this dashboard is installed automatically with com.glide.cs.chatbot plugin. In the previous versions, it needs to be installed separately. com.sn.conversational.analytics is the plugin name.

If you have any requirements outside of this dashboard, you can build these reports yourself by adding these system tables as exception in a property (glide.ui.permitted_tables) in order to report on them. You need to consider the instance performance before doing so.

If you find my answer helpful, please accept the solution and mark it as helpful!

Thanks,
Gokul J

[Lynda1]

I use these two  tables depending on what I need to see

interaction_related_record - I use this one so I can get to the user profile fields, we need to know the top drivers for New Hires

va_view_conversation_interaction_task - I use this one just to see how many are using a certain topic. I also use this to see what the top topics used are