Tracking metrics using the ITSM Virtual Agent Analytics dashboard

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

    • Track and analyze ITSM Virtual Agent analytics and get insights into them.

    Analyze metrics using the ITSM Virtual Agent analytics dashboard. The table provides the summary and benefits for each type of analytics.
    Analytics Description Benefits
    Chat Enables real-time conversation and messaging interactions Measures overall chat demand and effectiveness
    Topics Organizes discussion subjects and themes by category Identifies high-impact areas and emerging user needs
    Customer Tracks metrics and feedback to measure user experience Evaluates how well agents meet customer needs
    Resources Provides documentation and support materials for users Improves self-service capabilities and content effectiveness