Need help with Virtual Agent

[Admin7267]

Hello, 

I was looking answers for below questions

1. For all the topics interactions created?
2. Chat transcript table name?
3. Table to get consolidated conversation topics and user?
4. What all details gets captured in interaction table?
5. Where the chat transcripts get stored?
6. Analytics available for analyzing the chat transcript?
7. Where the conversation between MS Teams and ServiceNow created, IMS/interaction/CB Msg record?

[Chris D · Accepted solution]

1. An interaction is created for each conversation. A conversation begins when you initiate VA (usually via Greetings) and ends when the user completes all topics or it times out and the system ends it automatically.
2. Transcripts are human-readable on the interaction table.
3. Conversation topics and their users are in the sys_cs_conversation_topic table.
4. What details get captured in the interaction table? Look at the fields automatically populated by the system - this is too broad of a question.
5. Chat transcripts are again on the interaction table. They are populated only after the conversation is completed and they are derived from the sys_cs_message table (which is the non-human readable form of everything that makes up the transcript)
6. Analyzing chat transcripts: Using Virtual Agent Topic Recommendations (servicenow.com)
7. Conversations in Teams get the same interaction and sys_cs_conversation, etc. records created as from the web client. The difference is that the sys_cs_conversation record will be identified by Device Type = Microsoft Teams

Hope that helps.

p.s. please delete your duplicate post here so you don't waste anybody's time: Need to know about Virtual Agent - ServiceNow Community

[Admin7267]

Thank you @Chris D for the response, that was helpful.