get the inputs added by user in Virtual agent

[Community Alums]

Hi, I need to create a report which should display the list of user inputs provided by the end user while he started the topic. For example - I am end user and after opening the VA I added input - "I need to check my case status", So I need to create a report with the input provided. Any inputs would be really helpful. Thanks!

[Community Alums]

Hi @Community Alums ,

Please follow below steps:

1. Create a report on the table "sys_cs_message"
2. Filter the report by using "task.topic IS <Topic Name>" (The topic which contains the user input which you are looking for.
3. If require a specific input, you can add a specific filter as : "Payload CONTAINS User Input message>

Please mark this helpful and correct , if it helps. 

[Rajesh Chopade1]

HI @Community Alums 

Try bellow steps:

- create report on table 'chat_queue_entry'

- Apply the appropriate filters to ensure you’re only capturing Virtual Agent conversations. For instance, you can filter by conversation type or by the presence of VA-related metadata.

e.g. conversation.type=  "Virtual Agent"

- You can filter by the 'from' field, which will indicate if the message was sent by an end user (role = end_user ) rather than by the VA.

i hope my answer helps you to resolve your issue, if yes please mark my answer helpful and correct.

thank you

rajesh

[Lynda1]

I look for phrases users enter that do not get picked up by a Topic. You can just use different filtering that I have below. The table name is at the top.

[Chris D]

ServiceNow does not provide a practical way to get user input ootb...

Monica's answer is the best/only ootb answer but it's unfortunately got limited use. It's really only helpful for any one specific input - i.e. "how many people input X into Y" - and even then, it's not particularly good for reporting. At least, not within ServiceNow - though you could export to Excel and cleanup the payload data to get a more friendly report and compare inputs that way.

I came up with a custom solution which involved creating two new string fields on the sys_conversation_task table, Additional Info 1 and 2, and a "Topic Usage" Topic Block which writes input to those fields. This is not a perfect universal solution because it does not provide automatic input tracking/reporting for everything but it's the best/simplest I could come up with. It necessitates me to add this topic block into every topic where I want track the user's input(s) and/or any other data for reporting - and of course I'm limited to two inputs (unless I concatenate multiple inputs into Additional Info 1/2). And because they're just string fields, it's still not ideal for reporting, but it's better than dealing with payloads and you can still Group By and do other useful reporting functions.