ITSM Virtual Agent topics analytics
Summarize
Summary of ITSM Virtual Agent topics analytics
The ITSM Virtual Agent topics analytics feature enables ServiceNow customers to analyze user interaction patterns when users engage with the ITSM Virtual Agent. This analysis helps identify trending and frequently discussed topics, providing insights into high-impact areas, emerging issues, and the effectiveness of the Virtual Agent in addressing common user needs across the organization.
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Key Features
- Top chat topics overview: Visualizes the main subjects discussed in Virtual Agent interactions using a donut chart that highlights the top 10 topics by interaction volume. This helps prioritize development and expansion of knowledge base content.
- All chat topics breakdown: Presents detailed data on each topic, including total chat counts, relative percentages, and closure types (closed by Virtual Agent or live agents). This table helps track conversation patterns and topic-specific performance.
- Detailed topic interactions view: Allows selection of a specific topic to see individual chat interaction records with details such as interaction IDs, activity counts, and assignment information. This supports deeper analysis and workload understanding.
- Segment performance analysis: Enables filtering and segmentation of analytics by date range, caller company, user’s department, and user’s location, allowing targeted insights into how topics perform across different organizational dimensions.
Key Outcomes
- Identify the most frequently discussed topics to focus knowledge base development and improve Virtual Agent capabilities.
- Detect emerging issues and high-impact areas requiring attention or automation enhancements.
- Gain visibility into how different departments, companies, or locations engage with specific topics to tailor support and improve user experience.
- Understand workload distribution between Virtual Agent and live agents, guiding training and resource allocation decisions.
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.
By analyzing which topics are most frequently discussed, you can identify high-impact areas, detect emerging issues, and verify that your ITSM Virtual Agent can handle the most common user needs.
Track metrics for the Topics analytics - Overview
| Example of topics metrics | Description |
|---|---|
| Identify the most frequently discussed topics | View which topics are most frequently used in the ITSM Virtual Agent to identify areas you can develop and expand in the knowledge base. |
| Segment performance analysis on different dimensions | Analyze the topics data for the desired date range based on departments, caller company, or user's location. |
Topics analytics
| Indicators | Description |
|---|---|
| Top chat topics overview | A visualization of the main subjects or themes discussed during chat interactions. The donut chart displays the distribution of different chat interaction topics, with the total number of interactions shown in the center.
Each segment represents a topic category with its percentage of total interactions. The overview displays the top 10 topics by volume, helping you identify high-impact areas and prioritize development efforts. |
| All chat topics | Detailed breakdown of chat interactions organized by topic. Shows topic names with total chat counts, relative percentages, and breakdowns by closure type (closed by virtual agents or closed by live agents). This table provides visibility into conversation patterns and helps track topic-specific performance. Select a topic row to view detailed interaction records for that topic. This data helps you understand workload distribution and identify which topics may need additional automation or agent training. |
View detailed topic interactions
Select a specific topic in the All chat topics table to view detailed interaction records for that topic. The expanded view displays individual chat interactions associated with the selected topic, including interaction IDs, activity counts, document details, and assignment information.
The view retains all applicable filters from the main Topics analytics, allowing you to maintain context and continue your analysis with consistent filtering:
- Date range — The start and end dates you selected in the main view
- Caller company — Filter interactions by the company of the chat initiator
- User's department — Segment by the department associated with the user
- User's location — Filter by the geographical location of users initiating interactions
These filters help you analyze topic-specific patterns for targeted insights. For example, you can view how a particular topic performs in a specific department or location, or analyze its behavior over a custom time period.