ITSM Virtual Agent topics analytics

  • Release version: Zurich
  • Updated July 1, 2026
  • 2 minutes to read

    • Analyze the pattern of interactions when users ask questions using the ITSM Virtual Agent. Use the Topics analytics to identify trending topics, view detailed topic information, and understand user interaction patterns across your organization.

    By analyzing which topics are most frequently discussed, you can identify high-impact areas, detect emerging issues, and verify that your ITSM Virtual Agent can handle the most common user needs.

    Track metrics for the Topics analytics - Overview

    Example of topics metrics Description
    Identify the most frequently discussed topics View which topics are most frequently used in the ITSM Virtual Agent to identify areas you can develop and expand in the knowledge base.
    Segment performance analysis on different dimensions Analyze the topics data for the desired date range based on departments, caller company, or user's location.

    Topics analytics

    Analyze topics metrics when users ask questions to resolve their issues in ITSM Virtual Agent.
    Indicators Description
    Top chat topics overview A visualization of the main subjects or themes discussed during chat interactions. The donut chart displays the distribution of different chat interaction topics, with the total number of interactions shown in the center. Each segment represents a topic category with its percentage of total interactions.

    The overview displays the top 10 topics by volume, helping you identify high-impact areas and prioritize development efforts.
    All chat topics Detailed breakdown of chat interactions organized by topic. Shows topic names with total chat counts, relative percentages, and breakdowns by closure type (closed by virtual agents or closed by live agents).

    This table provides visibility into conversation patterns and helps track topic-specific performance. Select a topic row to view detailed interaction records for that topic. This data helps you understand workload distribution and identify which topics may need additional automation or agent training.

    View detailed topic interactions

    Select a specific topic in the All chat topics table to view detailed interaction records for that topic. The expanded view displays individual chat interactions associated with the selected topic, including interaction IDs, activity counts, document details, and assignment information.

    The view retains all applicable filters from the main Topics analytics, allowing you to maintain context and continue your analysis with consistent filtering:

    • Date range — The start and end dates you selected in the main view
    • Caller company — Filter interactions by the company of the chat initiator
    • User's department — Segment by the department associated with the user
    • User's location — Filter by the geographical location of users initiating interactions

    These filters help you analyze topic-specific patterns for targeted insights. For example, you can view how a particular topic performs in a specific department or location, or analyze its behavior over a custom time period.