Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators using the self-service analytics.

    Before you begin

    Role required: admin

    To update the live agent script include see, Update the live agent script include.

    Procedure

    1. Navigate to All > Success Dashboard > Getting Started > Success Dashboard > Virtual Agent deflection.
    2. Select Review and Configure.
    3. Select Review tab.
    4. Select a deflection pattern under Virtual Agent deflection.
    5. Update the value in Refresh Window field.

      This is the refresh interval for the report to be executed.

    6. Select the fields under Incidents considered.
    7. Select the Virtual Agent topics considered.
    8. Select Save.