Reporting on user inputs in Virtual Agent

Ryax1 · ‎05-13-2022

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 · ‎05-13-2022

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.

Create a report on the table "sys_cs_message"
Filter the report by using "task.topic IS <Topic Name>" (The topic which contains the user input which you are looking for.
AND Filter the report again by using the specific user input title : "Payload CONTAINS <User Input Title>".
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!

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Gokul Janardana · ‎05-16-2022

This is the best explanation you can get!

Talking about my experience, there is no performance impact as such.

sys_cs_message table is restricted using an ACL to the role virtual_agent_admin. That makes it limited to less than 10 people in the entire organization for querying. Even the users who use this report from the dashboard are limited to 2-3 people and this is restricted as well.

I think a similar setup will not make any impacts in performance. However, as Chris mentioned, if it is used by more number of users, you may have an impact!

Gokul Janardana · ‎05-14-2022

Thank you Chris, for adding the points I forgot to mention.

Yes, you need to add the system tables in glide.ui.permitted_tables property if you need to report on it.