Overview tab

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Overview tab

    The Overview tab in Virtual Agent Analytics serves as the primary dashboard for monitoring Virtual Agent performance through key indicators. It provides visual insights into how effectively the Virtual Agent is resolving user issues and engaging with end users. Access to this tab requires theChat Analytics Viewer (chatanalyticsviewer)role. Additionally, the ServiceNow Otto option appears in navigation only if enabled for Virtual Agent.

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    Key Performance Indicators

    The Overview tab displays multiple important metrics to help ServiceNow customers evaluate Virtual Agent usage and success:

    • Deflection Count: Tracks how often Virtual Agent deflects issues by resolving or assisting users, based on the Deflection topic block execution count.
    • Deflection Pattern: Shows deflection occurrences categorized by deflection patterns.
    • KB Breakdown: Lists knowledge base articles presented during deflections along with their frequency.
    • Active VA Users: Displays the cumulative count of unique end users (excluding agents) interacting with the Virtual Agent, with drill-down options.
    • Conversations: Counts all Virtual Agent conversations initiated, with drill-down to conversation details.
    • VA Success: Percentage of conversations completed successfully without escalation or negative feedback.
    • Topic Flows Completed: Percentage of topics that users completed fully, reaching the last node.
    • Topic Categories and Topics (Complete and Incomplete): Counts of completed and abandoned conversations by topic category and individual topic, with drill-down capability.
    • User Feedback: Aggregated feedback results categorized as good, bad, or neutral based on configured feedback setup.
    • Channels: Number of conversations executed across Virtual Agent’s configured communication channels.
    • Conversation End State: Counts of conversations ending in out-of-the-box end states, with drill-down options.

    Using the Overview tab

    Customers can interact with the Overview tab by:

    • Selecting deflection configurations to analyze deflection-related metrics.
    • Clicking on visualized data elements (e.g., bars in charts) to view detailed underlying data such as user lists or conversation records.
    • Adjusting the displayed date range to focus on specific time periods for performance analysis.

    This tab enables ServiceNow customers to quickly assess Virtual Agent effectiveness, identify popular topics, monitor user engagement, and understand feedback trends, helping optimize conversational experiences and support automation.

    Use the Overview tab to view key indicators that help you evaluate the performance of Virtual Agent.

    The Overview tab is the landing page for the dashboard. The visualizations in the Overview tab are important indicators of how VA is performing. You must have the Chat Analytics Viewer (chat_analytics_viewer) role to use the Overview tab.

    Note:
    ServiceNow Otto in Virtual Agent Analytics appears in the left navigation only when you have ServiceNow Otto for Virtual Agent enabled.

    Virtual agent analytics dashboard overview tab

    Table 1. Key performance indicators
    Indicators Descriptions
    Deflection Count Number of deflection occurrences measured by the execution count of the Deflection topic block. A deflection occurs when Virtual Agent resolves or helps to resolve an issue for a user.
    Deflection Pattern Number of deflections per deflection patterns.
    KB Breakdown Titles of KB articles with the number of times they were presented as part of deflections.
    Active VA users Cumulative number of unique active end users (not agents) who used the conversational interface. Select the indicator to drill down to the list of users.
    Conversations Count of all interactive conversations initiated from the Virtual Agent.

    Select the indicator to drill down to the list of conversations.
    VA success Percentage of conversations that were completed without escalation and with an intended topic flow.

    Completed conversations are those that reach the end of a Virtual Agent topic or conversation, are closed by the user, or are automatically closed.

    Completed without escalation means that the conversation was not routed to a live agent, and the user did not give negative feedback. (Feedback types include negative, positive, neutral, and no feedback.)

    Select the chart to drill down to the conversations that were completed successfully.
    Topic flows completed Percentage of topics that end users completed till the last node out of all topics invoked and ran.
    Topic Category - Complete Number of completed conversations shown per topic category. Select a topic category on the bar chart to drill down to the topic category details.
    Topic Category - Incomplete Number of incomplete conversations shown per topic category. Select a topic category on the bar chart to drill down to the topic category details.
    Topic - Complete Number of occurrences per topic when the user completed to the last node. Select a topic on the bar chart to drill down to the topic details.
    Topic - Incomplete Number of occurrences per topic where users abandoned the conversation before the topic reached the last node. Select a topic on the bar chart to drill down to the topic details.
    User feedback Feedback results categorized as good, bad and neutral. The feedback results are calculated from the Feedback Setup topic.
    Note:
    A user with Chat Analytics Admin role can change how frequently the Feedback Setup topic shows after the completion of chat using the system properties.

    Select a feedback result on the chart to drill down to the list of conversations associated with the feedback.
    Channels Number of conversations executed across the configured channels of the Virtual Agent.

    Select a channel on the chart to drill down to the list of conversations associated with the channel.
    Conversation end state Number of conversations that have ended in the out-of-the-box conversation end state.

    Select a Conversation end state on the chart to drill down to the list of conversations associated with the Conversation end state.

    Typical actions on the Overview tab include:

    • Selecting a deflection configuration to view the deflection indicators such as deflection count, deflection patter, and KB Breakdown.
    • Selecting the visualized data, for example, a bar in a bar chart, to get additional information about the data.
    • Changing the date range of the data displayed.