Knowledge viewed with Virtual Agent

[rhutch]

Hello, 

Are numbers captured for how many times a knowledge article is viewed from Virtual Agent, i. e. where a knowledge article is presented to a user through VA and they click on it? I have not been able to report on this for our Virtual Agent reporting. 

[Sujatha V M]

@rhutch  As far as I'm aware, I don't think there is an option available to identify from which source its generated.

Generally when we raise an incident from "Portal" or "Virtual Agent" we have an option to set the contact type/channel details to get tracked of it. 

But for kb articles, we have already defined the category and publish the record for users. 

Alternatively, you can use "kb_use" table to get the number of times the article was viewed and the user details. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Lynda1]

I noticed in Virtual Agent Dashboard that there is a way to see a KB article is presented and if it is clicked on by the user. ServiceNow has the data somewhere! Would be nice to know what tables and fields we can use to create a report to get the count.

[BhupeshG]

did we get any solution for this

[rhutch]

Hi BhupeshG, 

No solution as yet. We are turning on analytics so that I get the dashboard- but my understanding is that it still wont report on this.