Is it possible to retrieve only the number of views for Knowledge articles accessed via the VA?

[Daichi Ishikawa]

Hi all!

I would like to check how many users view knowledge articles via Virtual Agent, however the count includes both views from the Service Portal and those accessed through the Virtual Agent in my dashboard, making it difficult to distinguish between the two.

Does anyone have some answer to this question?

Any help would be greatly appreciated!!

[Chris D]

Since ServiceNow added an auto-redirect for all VA links (via the va_link page :P) in Tokyo/Utah, we should be able to track VA click metrics (since I'm fairly sure that's the purpose of it)... that said, I'm not sure where this data is stored so I'll be looking out for the answer here.

[Vijayalakshmi P]

You may configure Deflection metric in VA topic. Pls explore if that will help.