Conversational Analytics release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Conversational Analytics Release Notes

    Conversational Analytics in ServiceNow provides comprehensive insights into Virtual Agent (VA) interactions, helping you understand user behavior, identify confusing topics, and optimize conversational flows. It enables you to track metrics such as topic completion, user feedback, and conversation transcripts to improve VA effectiveness and user satisfaction.

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    Key Features and Enhancements

    • Data Visualizations and Usability Improvements: Recent redesigns of the User Search Metrics page introduce single score visualizations and bar charts showcasing top items in AI Search, Contextual Search, and Topic Links, making data easier to interpret at a glance (Versions 8.0.16, 9.1.0).
    • Drill-Down Capabilities: Added drill-downs to overview and topic pages for deeper analysis of VA success, user feedback, conversation end states, and topic spokes, enabling more granular investigation of conversation data (Versions 8.0.11, 8.0.7).
    • Conversation Transcript Enhancements: Ability to download conversation transcripts as .txt files including detailed debug logs from ServiceNow Flow Designer Integration Hub, aiding troubleshooting and flow analysis (Version 5.1.0).
    • Domain Separation Support: Enhanced to support domain separation, allowing better data segregation and security in multi-domain environments (Version 9.1.2).
    • Privacy and Data Handling: User IDs are hashed or anonymized on dashboards to protect user privacy, with system properties to control hashing behavior (Versions 8.0.7, 6.0.1).
    • UI and Integration Updates: Added support for the Next Experience UI, improved dropdown filters for topic categories, and removed deprecated properties to align with platform updates (Versions 6.0.1, 6.1.0).
    • Funnel Builder and Deflection Metrics: Introduced Funnel Builder capability and deflection metrics widgets to track user journeys and measure issue deflection effectiveness by the VA (Version 2.0.6).
    • Bug Fixes and Stability: Continuous fixes addressing minor defects, installation issues, UI glitches, and analytics accuracy across all versions to ensure reliable operation.

    What ServiceNow Customers Can Expect

    By leveraging Conversational Analytics, you can:

    • Gain actionable insights into how users interact with Virtual Agents to improve topic design and resolution rates.
    • Identify and troubleshoot conversation flow issues via detailed transcript logs and enhanced data visualizations.
    • Protect user privacy through anonymization and hashing of user identifiers in analytics dashboards.
    • Benefit from ongoing enhancements that improve usability, data accuracy, and integration with the broader ServiceNow platform experience.
    • Utilize advanced features like funnel analysis and deflection metrics to optimize the customer journey and reduce live agent handoffs.

    Overall, these updates empower your teams to refine Virtual Agent performance, drive higher issue resolution rates, and deliver better user experiences through data-driven decision making.

    Version history for the Conversational Analytics on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 9.2.0 - June 2026 (Australia)
    • Fixed: Minor defects
    • Removed: Appsee plugin dependency
    Version 9.1.3 - March 2026 (Australia)
    Fixed: Minor defects
    Version 9.1.2 - December 2025 (Zurich)
    • New: Enhanced to support domain separation
    • Fixed: Minor bugs
    Version 9.1.1 - September 2025 (Zurich)
    Minor bugs.
    Version 9.1.0 - August 2025 (Zurich)
    • Changed:
      • Redesigned the User Search Metrics page to improve data visualizations and usability.
        • Introduced single score visualizations to display overall totals at a glance.
        • Added bar charts to highlight the top 10 items in each of the following categories: AI Search, Contextual Search, Topic Links.
    Version 8.0.16 - August 2025 (Yokohama)
    • Changed:
      • Redesigned the User Search Metrics page to improve data visualizations and usability.
        • Introduced single score visualizations to display overall totals at a glance.
        • Added bar charts to highlight the top 10 items in each of the following categories: AI Search, Contextual Search, Topic Links.
    Version 8.0.15 - May 2025
    • Changed: Minor modifications in UI
    • Fixed: Minor bugs
    Version 8.0.12 - March 2025 (Yokohama)
    Fixed minor bugs.
    Version 8.0.11 - February 2025 (Yokohama)
    • 
New
:
      • Added drill-downs to the following visualizations on the Overview page
:
        • VA Success

        • Topic Category - Complete

        • Topic Category - Incomplete

        • User Feedback

        • Channel

        • Conversation end state

      • Added drill-down to the following visualization on the Topics page
: Spokes used

    • Fixed
 minor bugs

    Version 8.0.7 - November 2024 (Xanadu)
    • New:
      • Added drill downs to the list of conversations from the Usage dashboard page.
      • Added drill downs to the Topic details page from the Overview and Topic pages.
      • Added a system property to hash user IDs on the dashboard pages.
    • Fixed: Minor bugs
    Version 8.0.4 - August 2024 (Xanadu)
    Minor bug fixes.
    Version 6.1.0 - February 2024 (Washington DC)
    • Changed:
      • Notification conversations are excluded from analytics.
      • Consumer-less conversations are treated as guest conversations.
    • Removed: sn_ci_analytics.ca.allow_broadcast property has been removed.
    Version 6.0.2 - November 2023
    Minor fixes.
    Version 6.0.1 - August 2023
    • New:
      • Added support for Next Experience UI.
      • Added drop-down in the Topics tab to view metrics based on selected categories.
    • Changed: In the Users tab, Unhashed User IDs display as Anonymous and Hashed User IDs display User ID of the user.
    • Minor fixes.
    Version 5.2.1 - May 2023
    Minor fixes.
    Version 5.1.0 - February 2023
    • New: Conversation transcript .txt file: Conversation transcript downloadable file format has been changed to .txt file and includes ServiceNow Flow Designer Integration Hub (FDIH) debug logs for input and output controls, topic block information, flow action, and custom controls, to troubleshoot conversations.
    • Fixed: UX fixes
    Version 4.3.0 - May 2023
    Minor fixes.
    Version 4.2.4 - November 2022
    Fixes, based on priority.
    Version 4.2.0 (Tokyo) - August 2022
    New: Added the ability to download chat transcript.
    Version 3.0.8 (San Diego) - August 2022
    Minor fixes.
    Version 2.1.27 (Rome) - August 2022
    Minor fixes.
    Version 3.0.5 - May 2022
    • Fixed:
      • Installation issue
      • Issue with export of custom events
      • Funnels - create, edit, and updateIssues in the Spokes tab
    Version 3.0.3 - February 2022
    • New:
      • Added Click Metrics feature
      • Added VA Transcript feature
    • Fixed:
      • Issue regarding loading of Transcript header and icon when users view the first conversations transcript
      • Data not being displayed properly in User Search Metrics tab
      • Log error issue while processing Contextual Search Topic
      • Missing hashed user id and labels in the User detail page
      • Capitalised 'p' in NLU prediction tab text
      • Issue of scorecard difference count being shown in exponent values
      • Issue of Usage Search Metrics tab disappearing after every glide change upgrade
      • Removed Extra space below the Transcript preview
      • Preview conversations being processed
      • Overlap of Close icon with widget
      • Topics being incorrectly sorted in funnel builder in certain settings
      • Changing of transcripts when conversation messages do not exist in the instance
      • Transcripts not getting updated when users switch conversations
      • Decimal values being displayed for counts in all charts
      • Alignment and spacing of icons in IAR, topic details, custom events widgets
      • Incorrect representation of "Queries with no results" as "Queries with no clicks"
      • Missing borders and extra spaces in users table and usage widgets
      • Calendar date being reset to one week when user moves from "user detail page" to Users tab
      • Blank page when user tries to edit page in UIB from Virtual agent analytics page
    Version 2.1.2 - December 2021
    New: LUA metrics related to topic completion data is added.
    Version 2.1.1 - October 2021
    Fixed: Bug fixes.
    Version 2.0.6 - August 2021
    • New:
      • Updated Issue Auto Resolution page
      • Added Deflection Metrics widgets
      • Introduced Funnel Builder capability
      • Replaced classic Query Builder with the VA condition builder
    • Fixed: Minor functional changes and fixes for list pagination, export functionality, and so on.
    Version 1.1.0 - April 2021
    Fixed: Security fixes.
    Version 1.0.10 - February 2021
    New: The Conversational Analytics Dashboard helps you improve Virtual Agent (VA) interactions with users by providing deep insights into conversational data. Discover which topics confuse users. Find out where users often transfer to live agents. The dashboard helps you refine your topics and increase the percentage of issues resolved by VA.