Configure Virtual Agent topics for ITSM Success Dashboard

Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators so that data is displayed correctly if you have topics other than the base system topics.

There are two different ways the base system measures success for Virtual Agent usage:

• Using deflection nodes in Virtual Agent topics which provides highly accurate and requires medium effort in tracking. For more information on how to use the deflection nodes, see Configure Virtual Agent topics for ITSM Success Dashboard using deflection nodes.
• Using self-service activity analytics which provides mid-high accuracy and requires zero effort in tracking. For more information on how to configure using the self-service analytics, see Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics.

• Configure Virtual Agent topics for ITSM Success Dashboard using deflection nodes
  Map the topics with deflection patterns of the ITSM VA Default deflection tracker. Deflection trackers helps in analysing the performance of a conversation and how helpful Virtual Agent topics are for users.
• Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics
  Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators using the self-service analytics.
• Update the live agent script include
  Live agent configuration is used in the self-solved deflections (Deflection using KB articles, Deflection using QnA AIS, Deflection using QnA LLM, and Deflection using ITSM VA). While configure these deflections, we need to update the live agent script include. Update the SSADeflectionHelper script to override the checkInteraction function.