---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Assistant analytics dashboard indicator details

# Assistant analytics dashboard indicator details {#ariaid-title1}

* Release version: Australia
* 
* Updated December 10, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 12 minutes to read

View the data and calculations behind an indicator that is presented in the form of a visualization on the Assistant analytics dashboard.
Assistant analytics indicators contain the following details: indicator type, data source, calculation, available breakdowns, unit, and precision.

These indicators collect data at a daily frequency. Data is only available for dates before the current date. If you want to see results from the current day, you must wait until the next day.

## Overview page indicator details {#assistant-analytics-dashboard-indicator-details__section_wkf_syw_4hc}

{#assistant-analytics-dashboard-indicator-details__table_xbb_bzw_4hc__entry__9}

| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Data collection frequency | Unit | Precision |
|-|-|-|-|-|-|-|-|-|
| Cumulative AI-assisted actions | AI-Assisted Actions in Conversations | Automated | Gen AI Log Metadata\[sys_gen_ai_log_metadata\] | Count of Gen AI log actions | By Conversation Channels, Assistant | Daily | # | 0 |
| Average Distinct Users | Daily Conversation Consumers | Automated | Conversation\[sys_cs_conversation\] | Count of unique users | By Assistant, Context Profiles, Conversation Channels, Conversation State | Daily | # | 0 |
| Assist Usage Volume | Conversation Assist Usage Volume | Automated | Gen AI Log Metadata\[sys_gen_ai_log_metadata\] | Daily count of Gen AI log assists | By Generative AI Feature, Conversation Channels, Assistant | Daily | # | 0 |
| Overall Average Conversation CSAT | Average Period Inferred CSAT (Session) | Formula | sn_na_analytics_insights table | \[\[Aggregate Daily Inferred CSAT (Session)\]\]/\[\[Conversation Insights (Processed)\]\] | By Empathy, Effort, Confusion, Frustration, Escalation, Assistant, Conversation Channels | Daily | # | 2 |
| Total Assist Usage | Conversation Assist Usage Volume | Automated | Gen AI Log Metadata\[sys_gen_ai_log_metadata\] | Count of Gen AI log assists | By Generative AI Feature, Conversation Channels, Assistant | Daily | # | 0 |
[ ]

{#assistant-analytics-dashboard-indicator-details__table_xbb_bzw_4hc}

## Usage page indicator details {#assistant-analytics-dashboard-indicator-details__section_mv5_jzw_4hc}

{#assistant-analytics-dashboard-indicator-details__table_nv5_jzw_4hc__entry__9}

| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Data collection frequency | Unit | Precision |
|-|-|-|-|-|-|-|-|-|
| Total Conversations by Assistant | Assistant Conversations | Automated | Conversation\[sys_cs_conversation\] | Count of conversations | By Context Profiles, Conversation Channels, Conversation State, Assistant | Daily | # | 0 |
| Total Conversations by Channel | Assistant Conversations | Automated | Conversation\[sys_cs_conversation\] | Count of conversations | By Context Profiles, Conversation Channels, Conversation State, Assistant | Daily | # | 0 |
| Result Types Offered | Now Assist in Virtual Agent Results returned | Automated | CI Analytics\[sys_ci_analytics\] | Count of Now Assist in Virtual Agent search results returned | By Now Assist in Virtual Agent Result Type, Assistant | Daily | # | 0 |
| Conversation State Flow | Assistant Conversations | Automated | Conversation\[sys_cs_conversation\] | Count of conversations in each of conversation states: Open, Canceled, Faulted, Completed. | By Context Profiles, Conversation Channels, Conversation State, Assistant | Daily | # | 0 |
[ ]

{#assistant-analytics-dashboard-indicator-details__table_nv5_jzw_4hc}

## Adoption and Engagement page indicator details {#assistant-analytics-dashboard-indicator-details__section_h5y_jzw_4hc}

{#assistant-analytics-dashboard-indicator-details__table_i5y_jzw_4hc__entry__9}

| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Data collection frequency | Unit | Precision |
|-|-|-|-|-|-|-|-|-|
| Average Active Users | Daily Conversation Consumers | Automated | Conversation\[sys_cs_conversation\] | Count of unique users (consumer) where Model Type = LLM and Consumer is not empty and Conversation Type = Interactive | By Assistant, Context Profiles, Conversation Channels, Conversation State | Daily | # | 0 |
| New Users | AI Engagement : New Users | Automated | Conversation\[sys_cs_conversation\] | Count of new users (consumer) where Model Type = LLM and Consumer is not empty and Conversation Type = Interactive | Conversation Channels, Assistant | Daily | # | 0 |
| Avg Conversations per User | Average Conversations per User | Formula | None | \[\[Assistant Conversations\]\]/\[\[Daily Conversation Consumers\]\] | Assistant, Conversation Channels | Daily | # | 0 |
| Active Assistants | Active Assistants | Automated | Now Assist Deployment\[sys_now_assist_deployment\] | Count of assistants | None | Daily | # | 0 |
| Conversation Volume Trend | Assistant Conversations | Automated | Conversation\[sys_cs_conversation\] | Count of conversations where Model Type = LLM and Conversation Type = Interactive | By Context Profiles, Conversation Channels, Conversation State, Assistant | Daily | # | 0 |
| Assist to Execution Trend | * Conversation Assist Usage Volume * AI-Assisted Actions in Conversations * Assist to Action Ratio {#assistant-analytics-dashboard-indicator-details__ul_vsg_4nd_b3c} | Formula | None | \[\[Conversation Assist Usage Volume\]\]/\[\[AI-Assisted Actions in Conversations\]\] | By Assistant, Conversation Channels | Daily | # | 0 |
| Conversations per Channel | Assistant Conversations | Automated | Conversation\[sys_cs_conversation\] | Count of conversations where Model Type = LLM and Conversation Type = Interactive | By Context Profiles, Conversation Channels, Conversation State, Assistant | Daily | # | 0 |
| New User Growth | AI Engagement : New Users | Automated | Conversation\[sys_cs_conversation\] | Count of new users where Model Type = LLM and Consumer is not empty and Conversation Type = Interactive | By Conversation Channels, Assistant | Daily | # | 0 |
[ ]

{#assistant-analytics-dashboard-indicator-details__table_i5y_jzw_4hc}

## Sentiment page indicator details {#assistant-analytics-dashboard-indicator-details__section_ehb_kzw_4hc}

{#assistant-analytics-dashboard-indicator-details__table_fhb_kzw_4hc__entry__9}

| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Data collection frequency | Unit | Precision |
|-|-|-|-|-|-|-|-|-|
| Overall Sentiment | Average Daily Inferred CSAT (Session) | Automated | Conversation Insights\[sn_aci_insights\] | Average CSAT where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels | Daily | # | 2 |
| Conversations Analyzed | Conversation Insights (Processed) | Automated | Conversation Insights\[sn_aci_insights\] | Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels, Next Steps, Resolution State | Daily | # | 0 |
| High Empathy Rate | High Empathy Rate - Conversation Insights | Formula | None | (\[\[Conversation Insights (Processed) \> Empathy = High\]\]/\[\[Conversation Insights (Processed)\]\]) \* 100 | By Conversation Channels, Confusion, Effort, Empathy, Escalation, Frustration, Assistant | Daily | % | 0 |
| Conversations with Negative Emotions | Percentage of Conversations with Negative Emotions | Formula | None | (\[\[Conversation Insights (Negative Emotions)\]\]/\[\[Conversation Insights (Processed)\]\])\*100 | Conversation Channels, Assistant | Daily | % | 2 |
| Average Inferred CSAT Over Time | Average Daily Inferred CSAT (Session) | Automated | Conversation Insights\[sn_aci_insights\] | Average CSAT where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Session CSAT is not empty | By Confusion, Effort, Conversation Channels, Empathy, Escalation, Frustration, Assistant | Daily | # | 2 |
| Transfers and Escalations Over Time | Conversation Insights (Processed) | Automated | Conversation Insights\[sn_aci_insights\] | Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels, Next Steps, Resolution State | Daily | # | 0 |
| Average Inferred CSAT (Virtual Agent) | Average Daily Inferred CSAT (Virtual Agent) | Automated | Conversation Insights\[sn_aci_insights\] | Average CSAT (Virtual agent) where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and AI agent CSAT is not empty | By Confusion, Effort, Empathy, Conversation Channels, Escalation, Frustration, Assistant | Daily | # | 2 |
| Average Inferred CSAT (Live Agent) | Average Daily Inferred CSAT (Live Agent) | Automated | Conversation Insights\[sn_aci_insights\] | Average CSAT (live agent) where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Human agent CSAT is not empty | By Confusion, Effort, Empathy, Conversation Channels, Escalation, Frustration, Assistant | Daily | # | 2 |
| Average Inferred CSAT (Session) | Average Daily Inferred CSAT (Session) | Automated | Conversation Insights\[sn_aci_insights\] | Average CSAT where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Session CSAT is not empty | By Confusion, Effort, Conversation Channels, Empathy, Escalation, Frustration, Assistant | Daily | # | 2 |
| Assistant Recommended Next Steps | Conversation Insights (Processed) | Automated | Conversation Insights\[sn_aci_insights\] | Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels, Next Steps, Resolution State | Daily | # | 0 |
| Conversation Insight Inferred Resolution State | Conversation Insights (Processed) | Automated | Conversation Insights\[sn_aci_insights\] | Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels, Next Steps, Resolution State | Daily | # | 0 |
| Empathy Levels Distribution Over Time | Conversation Insights (Processed) | Automated | Conversation Insights\[sn_aci_insights\] | Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels, Next Steps, Resolution State | Daily | # | 0 |
| Negative Emotion Feedback Over Time | Conversation Insights (Processed) | Automated | Conversation Insights\[sn_aci_insights\] | Frustration: Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Frustrations is Yes Confusion: Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Confusion is Yes | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels, Next Steps, Resolution State | Daily | # | 0 |
[ ]

{#assistant-analytics-dashboard-indicator-details__table_fhb_kzw_4hc}

## Self-Solve Performance page indicator details {#assistant-analytics-dashboard-indicator-details__section_zvn_15t_xhc}

Note:  
The records in the Deflection Log \[sys_cs_deflection_log\] table are retained for a period of 60 days.
{#assistant-analytics-dashboard-indicator-details__table_blt_c5t_xhc__entry__9}

| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Data collection frequency | Unit | Precision |
|-|-|-|-|-|-|-|-|-|
| Total Deflection Events | Deflection Logs | Automated | Deflection Log\[sys_cs_deflection_log\] | Count of events where Conversation is not empty and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | Assistant, Conversation Channels, Deflection Types, Deflection State | Daily | # | 0 |
| Total Deflections | Deflection Logs : Resolved | Automated | Deflection Log\[sys_cs_deflection_log\] | Count of events where State = Resolved and Conversation is not empty and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Conversation Live Agent Transfer Time is empty | Assistant, Conversation Channels | Daily | # | 0 |
| Total Live Agent Transfers | Total Live Agent Transfers | Automated | Conversation\[sys_cs_conversation\] | Count of conversations where Model Type = LLM and Conversation Type = Interactive and Live Agent Transfer Time is not empty | Assistant, Conversation Channels | Daily | # | 0 |
| Deflection Rate | Deflection Rate | Formula | Deflection Log \[sys_cs_deflection_log\] | (\[Number of deflection records Resolved\]/\[Number of deflection records\])\*100 | Assistant, Conversation Channels | Daily | % | 2 |
| Deflection Rate Over Time | Deflection Rate | Formula | Deflection Log \[sys_cs_deflection_log\] | (\[Number of deflection records Resolved\]/\[Number of deflection records\])\*100 | Assistant, Conversation Channels | Daily | % | 2 |
| Deflection Outcome Distribution | Deflection Logs | Automated | Deflection Log \[sys_cs_deflection_log\] | Count of events where Conversation is not empty and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | Assistant, Conversation Channels, Deflection Types, Deflection State | Daily | # | 0 |
| Deflection Types Offered | Deflection Logs | Automated | Deflection Log \[sys_cs_deflection_log\] | Count of events where Conversation is not empty and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | Assistant, Conversation Channels, Deflection Types, Deflection State | Daily | # | 0 |
| Effort Score | Effort Score | Automated | Conversation Insights\[sn_aci_insights\] | Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Effort Score in (High, Medium, Low) | Assistant, Conversation Channels, Effort | Daily | # | 0 |
[ ]

{#assistant-analytics-dashboard-indicator-details__table_blt_c5t_xhc}

## Assists page indicator details {#assistant-analytics-dashboard-indicator-details__section_irc_kzw_4hc}

{#assistant-analytics-dashboard-indicator-details__table_jrc_kzw_4hc__entry__9}

| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Data collection frequency | Unit | Precision |
|-|-|-|-|-|-|-|-|-|
| Sum of all Conversational Assists | Conversation Assist Usage Volume | Automated | Gen AI Log Metadata\[sys_gen_ai_log_metadata\] | Count of Gen AI log assists | By Generative AI Feature, Conversation Channels, Assistant | Daily | # | 0 |
| Assist Consumption | Conversation Assist Usage Volume | Automated | Gen AI Log Metadata\[sys_gen_ai_log_metadata\] | Count of Gen AI log assists by assistant | By Generative AI Feature, Conversation Channels, Assistant | Daily | # | 0 |
| Executions per Assistant | AI-Assisted Actions in Conversations | Automated | Gen AI Log Metadata\[sys_gen_ai_log_metadata\] | Count of Gen AI log actions by assistant | By Conversation Channels, Assistant | Daily | # | 0 |
| Trending sum of all Assists | Conversation Assist Usage Volume | Automated | Gen AI Log Metadata\[sys_gen_ai_log_metadata\] | Sum of Gen AI log assists | By By Generative AI Feature, Conversation Channels, Assistant | Daily | # | 0 |
| Top 10 Most Used AI Features | Generative AI Usage Log | Pivot Table | Generative AI Usage Log \[sys_gen_ai_usage_log\] | None | None | Daily | # | 0 |
[ ]

{#assistant-analytics-dashboard-indicator-details__table_jrc_kzw_4hc}

## Voice page indicator details {#assistant-analytics-dashboard-indicator-details__section_qf2_kzw_4hc}

{#assistant-analytics-dashboard-indicator-details__table_qrz_d5v_hgc__entry__9}

| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Frequency | Unit | Precision |
|-|-|-|-|-|-|-|-|-|
| Percent voice conversations deflected | None | None | None | Percentage of voice conversations where Resolved = Yes | None | Daily | % | 1 |
| Total deflected conversations over time | Now Assist Analytics Assistant Ims | Automated | Now Assist Analytics Assistant Ims \[sn_na_analytics_conv_ims\] | Count of voice conversations where Resolved = Yes |   | Daily | # | 0 |
| Total conversations | Now Assist Analytics Assistant Ims | Automated | Now Assist Analytics Assistant Ims \[sn_na_analytics_conv_ims\] | Count of conversations where Assistant Type = Voice |   | Daily | # | 0 |
| Total conversations over time | Now Assist Analytics Assistant Ims | Automated | Now Assist Analytics Assistant Ims \[sn_na_analytics_conv_ims\] | Count of all voice calls | None | Daily | # | 0 |
| AI Voice Agents in use | Now Assist Analytics Insights | Automated | Now Assist Analytics Insights \[sn_na_analytics_insights\] | Count of AI agents where Assistant Type = Voice | None | Daily | # | 0 |
| AI Voice Agents in use over time | Now Assist Analytics Insights | Automated | Now Assist Analytics Insights \[sn_na_analytics_insights\] | Count of AI agents where Assistant Type = Voice | None | Daily | # | 0 |
| Conversations transferred to a live agent | Now Assist Analytics Assistant Ims | Automated | Now Assist Analytics Assistant Ims \[sn_na_analytics_conv_ims\] | Count of voice calls where Agent chat=true | None | Daily | # | 0 |
| Number of tickets created | Now Assist Analytics Ims Related Record | Automated | Now Assist Analytics Ims Related Record \[sn_na_analytics_conv_ims_related_record\] | Count of Interaction Related Records where Agent chat = false and Interaction Virtual agent = true and Interaction Type = Phone and Interaction AI Voice = true | None | Daily | # | 0 |
| Conversations disconnected | Now Assist Analytics Assistant Ims | Automated | Now Assist Analytics Assistant Ims \[sn_na_analytics_conv_ims\] | Count of voice calls where State=Closed Abandoned | None | Daily | # | 0 |
| Immediate live agent transfers | None | None | Single score | Count of conversations where live agent transfer = yes and call duration \< 30 secs | None | Daily | # | 0 |
| Inferred customer satisfaction (CSAT): average score (out of 5) | Now Assist Analytics Insights | sn_na_analytics_insights table | Now Assist Analytics Insights \[sn_na_analytics_insights\] | Average of session CSAT | None | Daily | # | 2 |
| Average voice conversation duration | Now Assist Analytics Assistant Ims | Formula | Now Assist Analytics Assistant Ims \[sn_na_analytics_conv_ims\] | \[\[AI Agent- Summed duration of calls\]\] / \[\[AI Agents- Total Calls\]\] | None | Daily | Minutes | 0 |
|   | Response Time ||||||||
| 50th percentile response time | None | None | Single score | Response time in seconds where 50% responses are completed | None | Daily | Seconds | 1 |
| 90th percentile response time | None | None | Single score | Response time in seconds where 90% responses are completed | None | Daily | Seconds | 1 |
| 99th percentile response time | None | None | Single score | Response time in seconds where 99% responses are completed | None | Daily | Seconds | 1 |
|   | Tool Insights (Executions by tool type) ||||||||
| Scripts | Now Assist Analytics Tool Execution | Automated | Now Assist Analytics Tool Execution \[sn_na_analytics_tool_execution\] | Count of tool executions where Assistant Type = Voice and Tool Type = Script | None | Daily | # | 0 |
| Flow actions | Now Assist Analytics Tool Execution | Automated | Now Assist Analytics Tool Execution \[sn_na_analytics_tool_execution\] | Count of tool executions where Assistant Type = Voice and Tool Type = Flow action | None | Daily | # | 0 |
| Subflows | Now Assist Analytics Tool Execution | Automated | Now Assist Analytics Tool Execution \[sn_na_analytics_tool_execution\] | Count of tool executions where Assistant Type = Voice and Tool Type = Subflow | None | Daily | # | 0 |
| RAG-based search | Now Assist Analytics Tool Execution | Automated | Now Assist Analytics Tool Execution \[sn_na_analytics_tool_execution\] | Count of tool executions where Assistant Type = Voice and Tool Type = Search Retriever | None | Daily | # | 0 |
| 50th percentile response time | None | None | Single score | Tool execution time in seconds where 50% executions are completed | None | Daily | Seconds | 1 |
| 90th percentile response time | None | None | Single score | Tool execution time in seconds where 90% executions are completed | None | Daily | Seconds | 1 |
| 99th percentile response time | None | None | Single score | Tool execution time in seconds where 99% executions are completed | None | Daily | Seconds | 1 |
| Use of AI agents |||||||||
| Voice AI agent summary | Agent Conversations | Automated | Now Assist Analytics Insights \[sn_na_analytics_insights\] | Count of agents where Assistant Type = Voice and Resolved in (Yes, No)) | None | Daily | # | 0 |
[ ]

{#assistant-analytics-dashboard-indicator-details__table_qrz_d5v_hgc}