Setting up the Conversational Analytics dashboard

Set up custom events and formula definitions to create more targeted analytics.

The Conversational Analytics dashboard enables you to customize the data you monitor in the following ways:

• Date range—Specify the date range for the data displayed on the dashboard.
• Custom events—The dashboard can display analytics about custom events you create. All events must relate to conversations. For example, you can store data about every conversation that used a specific channel, such as Slack.
• Formula Override—Customize parameter definitions used in analytic reports. For example, by default, duration is the total time from the first to the last exchange in a conversation. You might like to override that formula by subtracting inactive times in the conversation.

Role requirements

For information on roles, see Conversational Analytics dashboard roles.

Dependencies

The Conversational Analytics Dashboard requires the Quebec or later version of Virtual Agent.

• Install Conversational Analytics Dashboard
  Get updates to the Conversational Analytics dashboard from the ServiceNow Store.
• Create custom events to monitor
  Create custom events and monitor them in the Conversational Analytics dashboard.
• Create custom override definitions
  Use scripts to override the default formulas used to create the analytics on the Conversational Analytics Dashboard.