Legacy - User Details page
Summarize
Summary of Legacy - User Details page
The User Details page in the Yokohama release allows ServiceNow customers to view the history of a user's conversations with the Virtual Agent. This page provides a comprehensive summary of user interactions including chat timelines, languages, channels used, and chat duration. It also supports marking users and individual chats as favorites for easier tracking.
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Note that the existing Conversational Analytics dashboard is being deprecated in favor of a new dashboard within the Platform Analytics experience, which is FedRAMP authorized and compliant with Government Community Cloud (GCC) requirements. Migration guidance is available for customers transitioning to the new dashboard.
Key Features
- User conversation history: Lists all chats a user has had with the Virtual Agent, showing first and last chat times, languages, and channels used.
- Detailed chat insights: Selecting a chat displays detailed information such as the conversation transcript and a timeline showing topic flow and agent handoffs.
- Favorite tagging: Users and individual chats can be tagged as favorites with a star icon, enabling quick filtering and access on the Users and Conversations pages.
- Chat timeline visualization: Displays the progression of the chat including Virtual Agent responses, live agent involvement, and chat closure events.
Key Outcomes
- Gain detailed visibility into user interactions with the Virtual Agent for improved support analysis and user engagement tracking.
- Efficiently filter and manage high-priority users and chats by marking them as favorites, enhancing workflow and monitoring.
- Prepare for transition to the new Conversational Analytics dashboard that meets compliance standards and offers advanced analytics capabilities.
Use the User Details page to see the history of a user's conversations.
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].
The User Details page lists all chats that a user had with the Virtual Agent. It also displays the summary such as the language used in the chats, the first and last chats, and the channels.
You can select the star icon on the User Details page to tag the user as a favorite. In the Users page, you can easily list the users that are marked as favorite using the Filter Editor.
Benefits
- View detailed information about each chat, and mark chats as favorite. For more information, see Get information about each chat.
- View details about each user. For more information, see Get information about each user.
Get information about each chat
You can get more information about a chat that a user had with the Virtual Agent. To get detailed information about one of the chats listed on the User Details page, select a date in the list of conversations. The information appears on the side panel.
To view the chat timeline, select the Timeline tab.
The Timeline tab shows the topic flow in the chat. For example, the following image shows that the chat started in Virtual Agent and moved to a live agent.
The timeline shows that the user chatted with Virtual Agent until 5:25. Then the user requested to talk to a live agent, who joined the chat at 5:32. The timeline shows events such as how many responses Virtual Agent made, and when the live agent closed the chat.
To tag the chat as favorite, select the star icon on the side panel. On the Conversations page, you can easily list the chats that are marked as favorite using the Filter Editor. For more information, see Legacy - Conversations tab.
Get information about each user
The following table explains the fields in the User Details page:
| Field | Description |
|---|---|
| User ID | User ID of the logged in user. If users don't log in, they appear in the sessions as anonymous. |
| First conversation | How long ago the user first started the Virtual Agent chat. |
| Last conversation | How long ago the user last had a Virtual Agent chat. |
| Time in chat | Duration of the Virtual Agent chat. |
| Languages | Language the user used in the chats. |
| Channels | Software that the user used to chat. |