Reporting on user inputs in Virtual Agent

[Ryax1]

Hi all,

Does anyone know of a way to report on user inputs within Virtual Agent? We would like to do some trend analysis on certain user inputs (e.g. seeing how many people clicked 'Yes' and how many clicked 'No' on a certain user input). 

I am aware of the OOB dashboards and reports that ServiceNow offer for VA but none seem to fit this requirement. The only place that I can find these values are stored are within the 'transcript' field in the Interaction table or the sys_cs_message table but they don't seem 'report friendly' as they are free text with lots of other jargon in them!

Any help or suggestions would be appreciated.

Thanks

Rich

[Gokul Janardana · Accepted solution]

Hello,

I had a similar requirement to report on the "Yes" and "No" response from a conversation. As you figured out, there are no reporting friendly fields to achieve this requirement. I can explain you something I tried and guess what, it worked.

1. Create a report on the table "sys_cs_message"
2. Filter the report by using "task.topic IS <Topic Name>" (The topic which contains the user input which you are looking for.
3. AND Filter the report again by using the specific user input title : "Payload CONTAINS <User Input Title>".
4. AND "Payload ENDS WITH  "No"}" OR "Payload ENDS WITH  "Yes"}"

I have used Donut to represent the "Yes" and "No" in the dashboard after adding a function field in the sys_cs_message table. Please let me know if you have any questions on how to do that.

Filter Sample:

Report Sample:

Feel free to let me know if you have more questions on this.

If you feel it is helpful, please accept the solution and mark the response as helpful!

[Ryax1]

Thanks Gokul, I was hoping there might be a simple way that I'd somehow missed but this allows me to do what I want so I really appreciate the response. Hopefully ServiceNow include something a little more structured in a future update 🙂

Rich

[Gokul Janardana]

You are welcome!

I have submitted an idea in the idea page for this requirement. Let's upvote it and make it happen in the upcoming updates!

View Idea Page - ServiceNow Community

[Ryax1]

Great idea Gokul, thanks for doing that. I've just upvoted it.. hopefully everyone else does the same! ????

Rich