ITSM Virtual Agent Analytics reference

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

    • As an admin, you can refer to the indicators, schedule jobs, and scripts used in the ITSM Virtual Agent analytics.

    ITSM Virtual Agent indicators

    Indicator Description
    Total chats count by unique users Display total chat counts segmented by the following dimensions.
    • By department
    • Assigned to
    • Incident caller company (for e.g. when the caller company is an MSP); Opened by Company
    • Opened by
    • Location
    • Aggregate by
      • Unique users
      • Maximum users
    Interactions closed by all users Display interactions closed by all users segmented by the following dimensions.
    • By department
    • Assigned to
    • Incident caller company (for example, when the caller company is an MSP); Opened by Company
    • Opened by
    • Location
      • Channels
      • Handled by
    • Aggregate by
      • Unique users
      • Maximum users
    Interactions closed by all users Show interactions closed by all users with segmentations and aggregates.
    Interactions closed by virtual agent Display interactions closed by the ITSM virtual agent.
    • By department
    • Assigned to
    • Incident caller company (for e.g. when the caller company is an MSP); Opened by Company
    • Opened by
    • Location
    Ratio of chats closed by the virtual agent This is calculated as (interactions closed by VA / interactions closed by all users) * 100.
    Interactions closed by virtual agent segmented by multiple dimensions Evaluate virtual agent effectiveness by analyzing interactions closed by the virtual agent segmented by department, assigned to, incident caller company (opened_by_company), opened by, and location.
    Aggregating user feedback Use thumbs up/thumbs down on conversations.

    ITSM Virtual Agent data collection jobs

    Run scheduled jobs to retrieve data.

    To access the jobs, navigate to All > System Definition > Scheduled jobs.
    • The [Historical] - ITSM Conversational Analytics scheduled job runs on-demand. Run this job to retrieve historical data for the last six months.
    • The [Daily] - ITSM Conversational Analytics scheduled job retrieves daily data. This job automatically runs at midnight everyday.

    ITSM Virtual Agent analytics GAF clustering

    To configure the Group Action Framework (GAF) to cluster topics and use chat summarization to create topic names, run the Activate topic clustering for Now Assist ITSM dashboard script. Configure Group Action FrameworkNow Assist for ITSM scheduled script execution