Configure Virtual Agent topics for ITSM Success Dashboard indicators

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators so that data is displayed correctly if you have topics other than the base system topics.

    Before you begin

    Role required: admin

    About this task

    Map the topics with deflection patterns of the ITSM VA Default deflection tracker. Deflection trackers helps in analysing the performance of a conversation and how helpful Virtual Agent topics are for users.

    Modify the URL for the Link Output in a topic to set the referrer to va so that when a catalog item is submitted, the item is calculated as a submission from Virtual Agent.

    Procedure

    1. Navigate to All > Virtual Agent > Designer.
    2. Select the topic for which you want to add the deflection tracker.
    3. Enable the flow chart view by disabling the Table View toggle switch.
    4. Drag and drop the Deflection node from the Utilities section to the place in the flowchart where you want to add the deflection pattern.
    5. Enter the following details in the Deflection Properties pane on the right.
      Table 1. Deflection input parameters
      Field Value
      Deflection Configuration ITSM VA Default
      Deflection Pattern
      • ITSM VA-Self-Resolving: When the node in the topic indicates that Virtual Agent is able to resolve the user problem completely without creating an IT ticket (incident or request) and consequently contributing to the Self-solved KPIs.
      • ITSM VA-Triage & Created: When the node in the topic indicates that an IT ticket (incident or request) was submitted using Virtual Agent and consequently contributing to the call deflection KPIs.
      Activity Table Table where the deflection activity occurs. This table is associated with the primary activity table. For more information, see Create deflection configurations and patterns.
      Activity Ids List of comma-separated activity system IDs.
    6. Select Save.
    7. Select Link Output in the flow chart.
    8. Select the url in the Link field in the Link response pane on the right.
    9. Append the URL with &referrer=va.
    10. Select Save.