Using the Conversational Analytics Dashboard

Use the Conversational Analytics dashboard to get insights into Virtual Agent (VA) conversations.

The following sections explain how to use the dashboard to investigate VA interactions with users. You must have the Chat Analytics Viewer (chat_analytics_viewer) role to use the Conversational Analytics dashboard.

• Set the date range of the data
  Set the date range using the date picker on the Overview tab to view the data visualizations for the specified date range. The date range set on this tab applies to all the other tabs on the dashboard.
• Overview tab
  Use the Overview tab to view key indicators that help you evaluate the performance of Virtual Agent.
• Usage tab
  The Usage tab provides usage information related to conversation type, language used in the conversations, and engagement rate of actionable notifications delivered by Virtual Agent (VA).
• Conversations tab
  Use the Conversations tab to view the list of Virtual Agent conversations and details of each conversation that occurred during the selected date range.
• Users tab
  Get detailed information on Virtual Agent users such as the time of the last conversation and duration of the conversation.
• Topics tab
  Use the Topics tab in the Conversational Analytics dashboard to identify the best and underperforming topics.
• Natural Language Understanding of Virtual Agent responses
  Use the NLU Prediction tab to see how well NLU predicts intents, and to improve the intents so NLU makes better predictions.
• Using user search metrics with Virtual Agent
  By using user search metrics with the Virtual Agent application, you can see your users' queries and the results from their searches. With these metrics, you can identify the areas where you can improve Virtual Agent to offer more meaningful search results.
• Custom Events tab
  Use the Custom Events tab to view the list of custom events created for Virtual Agent.
• Funnels tab
  Funnels provide cumulative filtering of conversation flows. Using funnels, you can identify whether your conversation flows are performing effectively when users chat with Virtual Agent.
• Issue auto-resolution tab
  The Issue auto-resolution tab helps you understand how well your Virtual Agent (VA) chatbot anticipates user needs. It displays information about the number of user issues intercepted by the auto-resolution service and resolved by VA.