ITSM Virtual Agent Analytics reference
As an admin, you can refer to the indicators, schedule jobs, and scripts used in the ITSM Virtual Agent analytics.
ITSM Virtual Agent indicators
| Indicator | Description |
|---|---|
| Total chats count by unique users | Display total chat counts segmented by the following dimensions.
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| Interactions closed by all users | Display interactions closed by all users segmented by the following dimensions.
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| Interactions closed by all users | Show interactions closed by all users with segmentations and aggregates. |
| Interactions closed by virtual agent | Display interactions closed by the ITSM virtual agent.
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| Ratio of chats closed by the virtual agent | This is calculated as (interactions closed by VA / interactions closed by all users) * 100. |
| Interactions closed by virtual agent segmented by multiple dimensions | Evaluate virtual agent effectiveness by analyzing interactions closed by the virtual agent segmented by department, assigned to, incident caller company (opened_by_company), opened by, and location. |
| Aggregating user feedback | Use thumbs up/thumbs down on conversations. |
ITSM Virtual Agent data collection jobs
Run scheduled jobs to retrieve data.
To access the jobs, navigate to .
- The [Historical] - ITSM Conversational Analytics scheduled job runs on-demand. Run this job to retrieve historical data for the last six months.
- The [Daily] - ITSM Conversational Analytics scheduled job retrieves daily data. This job automatically runs at midnight everyday.
ITSM Virtual Agent analytics GAF clustering
To configure the Group Action Framework (GAF) to cluster topics and use chat summarization to create topic names, run the Activate topic clustering for Now Assist ITSM dashboard script. Configure Group Action Framework