---
sourceDocument: Australia Platform Analytics
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/now-intelligence

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    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Platform Analytics

ft:clusterId :

    - par

bundleId :

    - par

workflow :

    - Platform


---

# Conversations

# Conversations {#ariaid-title1}

Release version: Australia  
Updated October 28, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The conversations view brings ServiceNow Otto chat activity into Usage Insights. It reports engagement metrics such as total chat users, live agent transfers, and chat-related events --- from
starting a conversation to rendering a chat response to selecting a chat action.

You can analyze conversation trends over time and break them down by dimensions such as, country. You can answer questions such as
how many users are having chat conversations in a particular region.

## Who uses the conversations view

The Conversations view is intended for analysts and product managers who:

* Understand the volume and quality of conversational engagement at a glance.
* Track live agent transfers to identify where conversational AI hands off to a human.
* Examine a single conversation to review the exact sequence of events that occurred.

## What the conversations view contains

Conversation metrics
:   Engagement measures such as total chat users and live agent transfers.

Trend analysis
:   Conversation activity over the selected date range, which can be segmented by the global filters.

Conversation list
:   A list of individual conversations. Selecting a conversation ID opens that conversation's activity and all of its chat-related events.
* **[Analyze conversations](https://www.servicenow.com/docs/1b~N6DjPr6lZXkKubAIlhg)**   
  Review conversation metrics and trends in Usage Insights, segment them by dimensions such as country, and examine the sequence of events in an individual conversation.