Legacy - Create custom events to monitor

Create custom events and monitor them in the Conversational Analytics Dashboard.

About this task

Important:

Conversational Analytics dashboard is being prepared for future deprecation. It will be supported until deprecation but will no longer be available for installation. A new Conversational Analytics dashboard in Platform Analytics experience, which meets the compliance requirements of Government Community Cloud (GCC), and thus FedRAMP authorized, is available. See Conversational Analytics dashboard in Platform Analytics experience.

For details on the deprecation process, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

If you are an existing user of this dashboard and want to migrate analytics data to the new dashboard, see Migrate data to Conversational Analytics dashboard in Platform Analytics experience [KB1651556].

Before you begin

Role required: Chat Analytics Admin.

About this task

An event is a combination of conditions that apply to a subset of Virtual Agent (VA) conversations. For example, an event might be conversations originating on a Slack channel that VA transferred to a live agent.

Most metrics you see on the dashboard, for example topic and conversation details, are derived from pre-built events. The dashboard displays these events on the Topics and Conversations tabs. To build custom events, you can use the Custom Events feature. Use custom events to create analytics about data you're interested in, for example:

• Number of conversations on a Slack channel that transferred to a live agent.
• Number of conversations on a Slack channel where the user never returned.

Custom events appear on the Custom Events tab. If you haven't configured any custom events, the dashboard won't display any. You can create up to 20 custom events.

Custom events take effect when you create them. You cannot use them to analyze data collected before you created the custom event.

Procedure

1. Navigate to All > Conversational Analytics > Event Configuration and select New.
   The Event New record page appears.

   

2. In the form, fill in the fields.

   Field	Description
   Name	Custom event's name.
   Type	Choose Custom. Choosing any other type changes the default behavior of the dashboard and is not recommended. This field specifies the type of event to include in the dashboard analytics.
   Source table	Table of conversations to examine to detect custom events.
   Source Table Filter	Use the condition builder to select specific data from the source table.
   Conversation Mapping Field	Maps fields in the source table to fields in another conversation-related table. For example, a channel metadata column in the interaction table can be mapped to the sys ID column of the conversation table. Every event must be mapped to a Conversation ID.
   Active	Select the check box to enable the custom event.
   Event Time	Specifies a time-based event, such as the time VA transferred a chat to a live agent. Selecting this check box opens the Event Time Field.
   Event Time Field	Specifies the time in an event that you want to monitor, for example, the time a chat was transferred to a live agent. This field appears when you select Event Time.
   Apply Post Fetch Filter	Enables you to use a script to filter data that was already filtered by the condition builder, Source Table Filter.
   Post Fetch Script	Text field to enter a script that filters the data that has been filtered by the Source Table Filter. This field appears when you select Apply Post Fetch Filter.

3. Click Submit.
   The Events page appears, which lists all custom events. You've specified the table to look for custom events. Now, you must specify the parameter values that trigger the custom event.
4. Click the custom event you created.
5. In the Event Properties related list, select New.
   The Event Property New Record page appears where you specify the properties for a custom event that you want to track on the dashboard.

   

   In this example, the Custom Event tab shows metrics for Updated by for the custom event, Messages-from-Slack.

6. In the form, fill in the fields.

   Field	Description
   Name	Record name for the property you want to collect metrics on.
   Event	Name of the custom event associated with this property.
   Advanced	Selecting this check box opens a text field in which you can enter a script that specifies the field value you want to filter on. Selecting this check box removes the Value Field field.
   Value Field	Specifies the field you want to collect metrics on.
   Application	The scope of the custom event.
   Event Source Table	The same value for this field you entered on the Event New Record page.

7. Click Submit.
   The Event page appears.
8. Click Update.
   The Events page appears, which lists all custom events. You can open the Custom Events tab on the dashboard to see the custom event. This custom event is not retroactive; the dashboard only displays new events that satisfy the custom event criteria.