Use ITSM Virtual Agent Analytics dashboard

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

    • Use the ITSM Virtual Agent analytics dashboard to analyze chats from customer interactions, what ITSM Virtual Agent topics users are interested in, and measure customer satisfaction using AI transcripts and user feedback.

    Access the ITSM Virtual Agent analytics dashboard from SOW or Assistant Designer with the appropriate roles.

    Important:
    You can access the Virtual Agent analytics dashboard from the Service Operations Workspace (SOW) or the Assistant Designer.
    • You must have the itil and the sn_na_analytics.ai_engmt_viewer roles to access it from SOW.
    • You must have the itil and the virtual_agent_admin roles to access it from the Assistant Designer.
    To access the dashboard with Do this
    ITIL (itil) and the AI Engagement Viewer (sn_na_analytics.ai_engmt_viewer) roles
    1. Navigate to Workspaces > Service Operations Workspace.
    2. Select the Dashboard icon .
    3. In the IT Agent Dashboard, search for and select ITSM Virtual Agent analytics.

      The ITSM Virtual Agent analytics dashboard displays.

    ITSM Virtual Agent analytics dashboard
    ITIL (itil) and the Virtual Agent Admin (virtual_agent_admin) role
    1. Navigate to All > Conversational Interfaces > Assistant Designer.

      The Assistant Designer screen appears.

    2. Select the Analytics tab in the top ribbon.
    3. In the left pane, select Related Dashboards.
    4. Select the ITSM Virtual Agent analytics dashboard.

      The ITSM Virtual Agent analytics dashboard displays.

    ITSM Virtual Agent analytics Assistant Designer