---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Track metrics

# Tracking metrics using the ITSM
Virtual Agent analytics dashboard {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Track and analyze ITSM
Virtual Agent analytics and get insights into them.  
Analyze metrics using the ITSM Virtual Agent analytics dashboard. The table provides the summary and benefits for each type of analytics.{#access-itsm-virtual-agent-analytics-dashboard__table_analytics_topics__entry__3}

| Analytics | Description | Benefits |
|-|-|-|
| [Chat](https://www.servicenow.com/docs/4r82~Pn9hLxnS7zWHCYytw "Track closed chats, user engagement patterns, and abandonment rates to measure demand and identify opportunities to improve ITSM Virtual Agent effectiveness.") | Tracks chat volume, user engagement, and abandonment patterns | Measures support demand and identifies peak usage periods |
| [Topics](https://www.servicenow.com/docs/ofvfj8sfMfOcOEm9flR3zQ "Analyze the pattern of interactions when users ask questions using the ITSM Virtual Agent. Use the Topics analytics to identify trending topics, view detailed topic information, and understand user interaction patterns across your organization.") | Organizes discussion subjects and themes by category, displays trending topics by volume, and provides detailed interaction records for individual topics | Identifies high-impact areas, emerging user needs, and enables detailed topic performance analysis |
| [Customer](https://www.servicenow.com/docs/GIVnvAeJ4F~ZdiSRYUGi8Q "Track customer satisfaction through AI interaction transcript analysis and user feedback to gauge experience quality.") | Tracks metrics and feedback to measure user experience | Evaluates how well agents meet customer needs |
| [Resources](https://www.servicenow.com/docs/6Dt3cFWT_kgxwS09HaB51Q "Track knowledge base articles and catalog items referenced in the ITSM Virtual Agent interactions to identify which resources support successful incident deflections instead of being transferred to a live agent for resolution.") | Provides documentation and support materials for users | Improves self-service capabilities and content effectiveness |
[ ]

{#access-itsm-virtual-agent-analytics-dashboard__table_analytics_topics}