How do we know the number of Virtual Agent requests that are resolved by virtual agent itself?

[michellewu]

Hello,

Is there any report to show how many of the virtual agent chats are actually solved by virtual agent itself without any help from people?

For example, when an user asks something through virtual agent, and virtual agent gives the answer and then the user says 'I'm done' and gets the proper answer. Can we know the number of such requests resolved by virtual agent itself?

Thanks!

[Paul Curwen]

You can use the Deflection topic block in your Virtual Agent topics to track this.

See: https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/virtual-agent/co...

Also have a watch of this helpful video: https://www.youtube.com/watch?v=YMAaTSzPhwM

[Eswar Chappa]

Hi @michellewu 

The below article will explains about the conversational Analytics Dashboard.

https://www.servicenow.com/community/virtual-agent-nlu-articles/conversational-analytics-dashboard-d...

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/virtual-agent/co...

https://www.youtube.com/watch?v=OaN9myOb5rs

https://www.youtube.com/watch?v=YMAaTSzPhwM

Mark this as Helpful / Accept the Solution if this helps.

Thanks & Regards,

Eswar Chappa

[Lynda1]

I created a report using va_view_conversation_interaction_task

We are always interested in last months data. In the Virtual Agent Dashboard there is a way to create a spoke using the "I'm done" approach, my issue is we have too many topics with that, so this was the easiest for me.

This is the filter that I use, might be different for you since everyone has their setup different.