Exploring the Conversational Analytics dashboard in Platform Analytics experience
Summarize
Summary of Exploring the Conversational Analytics Dashboard in Platform Analytics Experience
The Conversational Analytics dashboard is a valuable tool for enhancing Virtual Agent (VA) interactions. It provides insights into conversational data, helping to refine topics and improve the deflection rate of VA. The dashboard retains conversational records for up to two years, offering critical insights into user engagement and issue resolution.
Show less
Key Features
- Underperforming Topics: Identify and improve VA topics that are not performing well.
- Conversation Details: Access metadata for each interaction, including user information, chat duration, conversation type, and channel.
- Real-Time Data: Data is updated continually and can be filtered by specified date ranges.
- Dashboard Tabs: Multiple tabs allow users to delve deeper into various aspects of VA performance, including overall usage, individual conversations, user interactions, and topic performance.
- NLU Prediction: View indicators on how effectively the NLU model understands user intent and auto-selects topics.
- Custom Events: Track the number of custom chat events created.
- Issue Auto-Resolution: Monitor the effectiveness of the auto-resolution service in handling user issues.
Key Outcomes
By leveraging the insights from the Conversational Analytics dashboard, ServiceNow customers can expect to:
- Enhance the performance and user satisfaction of their Virtual Agent.
- Optimize conversation design based on user behavior and feedback.
- Make informed decisions to reduce user drop-offs and increase engagement rates.
Use Conversational Analytics dashboard to improve Virtual Agent (VA) interactions with users. The dashboard provides insights into conversational data, and helps you refine topics and improve the deflection rate of VA.
Conversational Analytics dashboard
- What percentage of users transfer from VA to a live agent
- How to increase engagement rate and reduce user drop-offs
- Whether the user reached the last node in a topic
- Most and least used topics
- Conversation details using advanced filters
- How to optimize conversation design
Key features
- Underperforming topics
-
See the underperforming VA topics to investigate and improve topic performance.
- Conversation details
-
Discover metadata about each VA interaction, including the user, chat duration, conversation type, and channel.
Overview of Conversational Analytics dashboard
The following sections provide a high-level overview of how to use each section of the dashboard from the top down.
- Date range of data displayed
-
The Start date and End date fields at the top of the dashboard specify the data range of the data summarized on each page.
All data is continually pushed from Virtual Agent to the dashboard in real time, and retained for up to two years.
For information about setting the date range, see Set the date range of the data.
Certain data visualizations might not have data available for the start date and end date selected in the Start date and End date fields. In such cases, the indicator shows data for a start date and end date based on data availability within the selected date range.
- Getting detailed data
-
The Overview tab contains key indicators to help you evaluate the performance of VA. You can view more details in the following ways:
- Select a tab, for example, Usage.
- Select an indicator, for example, Active VA users.
- Dashboard tabs
-
Table 1. Dashboard tabs Tab Description Overview View the key indicators of the performance of VA. Now Assist in VA View key indicators to monitor the performance of Now Assist in Virtual Agent. This is visible only when Now Assist in Virtual Agent is enabled. Usage View VA conversation usage, for example, the language and conversation type. You can also drill down to the list of conversations of a certain language or conversation type. Conversations View conversation details and troubleshoot individual conversations. Advanced filtering enables you to filter the list of conversations by conversation type, duration, user, and language. Users View how your users are conversing with VA. Advanced filtering enables you to filter the list by user, channel, and last conversation. Topics View topic performance indicators. Some of the indicators are most and least used topics, topics corresponding to VA conversations that were transferred to a live agent, average length of conversations per topic, and topic blocks used. NLU Prediction View NLU performance indicators such as number of times the NLU prediction model accurately understood the intent of the user's conversation or auto-selected a topic. The indicator links to the NLU Workbench if your instance includes NLU. Custom Events View the number of custom chat events that you created using the Events page. Issue Auto-Resolution View details about the number of user issues intercepted by the auto-resolution service and resolved by the Virtual Agent. - Virtual Agent activity
-
This area of the dashboard contains indicators that show Virtual Agent activity such as number of active users who interacted with the Virtual Agent, number of conversations initiated on the Virtual Agent, and so on.
Selecting on the info icon displays the description of the indicator.
Certain trend visualizations on the dashboard such as the trends in intent and topic matching do not support viewing monthly, weekly, and daily data.
- Virtual Agent performance
-
This area of the dashboard contains indicators such as topic performance and user feedback that show how well Virtual Agent topics performed and the feedback from the user.