Reporting and Analytics on Virtual Agent

Subhajit Mukhe1
Kilo Expert

‎02-10-2022 07:32 AM

Hi,

I am looking forward to do some reporting on Virtual agent. I can leverage reporting module or performance analytics i.e. how many chats were converted to incidents etc. and so on.

I will not be using conversational analytics or any content pack as they are paid I suppose.

So leveraging PA or reporting on whatever we have available, I came across some tables associates:

sys_cs_conversation

sys_cs_conversation_task

sys_cs_message

interaction

Anyone having complete idea what these tables actually store and what they are used for, so that it will be helpful for me.

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Saurav11
Kilo Patron
Kilo Patron

‎02-10-2022 07:42 AM

hello,

Please check the below video you will get the complete information in detail

https://www.youtube.com/watch?v=6p4iM4BMB30

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subhajit93
Tera Contributor
In response to Saurav11

‎02-11-2022 12:31 AM

Hi Saurav,

I see everyehere people are referring to the Virtual agent analytics dashboard, when I search that plugin name, I do not see the plugin visible, neither in my PDI nor my customer instance. Any idea?

 

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