ITSM Virtual Agent topics analytics

As a business stakeholder or a service desk manager, you can analyze the pattern of interactions when users ask questions using the ITSM Virtual Agent.

By looking at what topics are most frequently discussed, you can analyze high-impact areas, identify emerging issues, and ensure that your ITSM Virtual Agent is equipped to handle the most common user needs.

Track metrics for the Topics analytics - Overview

Example of topics metrics	Description
Identify the most frequently discussed topics	See which topics are most frequently used in the ITSM Virtual Agent to analyze which you can develop on and also expand 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 solve their issues in ITSM Virtual Agent.

Indicators	Description
Chat topics overview	A visualization of all the main subjects or themes discussed during chat interactions. The donut chart displays the distribution and frequency 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. This helps identify which topics are consuming the most support resources and where users need the most assistance.
Chat interactions by topic	Detailed breakdown of chat interactions organized by topic groups. Shows grouped topics with interaction counts, who they were opened for, and who they were assigned to. This table provides granular visibility into conversation patterns and helps track topic-specific performance. Use the Show all links to expand topic groups and view all related interactions. This data is essential for understanding workload distribution and identifying which topics may need additional automation or agent training.