Overview tab

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Extend ServiceNow AI Platform capabilities

    The Overview tab in the Conversational Analytics dashboard provides a snapshot of key performance metrics for the Virtual Agent. It serves as the landing page, summarizing data across all other dashboard tabs. Access requires the Chat Analytics Viewer (chatanalyticsviewer) role.

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    Note: The Now Assist feature appears only if it is enabled.

    Key Features

    • Deflection Count: Tracks the number of issues resolved by the Virtual Agent.
    • Deflection Pattern: Displays the frequency of deflection patterns.
    • KB Breakdown: Lists KB articles linked to deflections.
    • Active VA Users: Counts unique active end users of the conversational interface.
    • Conversations: Tallies all interactive conversations initiated by users.
    • VA Success: Percentage of conversations completed without escalation or negative feedback.
    • Topic Flows Completed: Measures the completion rate of topics invoked by users.
    • User Feedback: Categorizes feedback into good, bad, and neutral.
    • Channels: Counts conversations across configured Virtual Agent channels.
    • Conversation End State: Tracks conversations that end in the default state.

    Key Outcomes

    Typical actions on the Overview tab include:

    • Opening detailed views of data by selecting the arrowhead icon in widgets.
    • Accessing additional information by selecting visualized data points.
    • Adjusting the date range for displayed data.
    • Changing data sets within widget tabs.

    The Overview page can be customized by adding or removing widgets to better fit user needs.

    Use the Overview tab to get a snapshot of some of the information collected in the Conversational Analytics dashboard.

    The Overview tab is the landing page for the dashboard. It provides a summary of the information on all the other dashboard tabs. To use the Overview tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role.

    Note:
    Now Assist in Virtual Agent Analytics appears in the left navigation only when you have Now Assist in Virtual Agent enabled.

    Virtual agent analytics dashboard overview tab

    For directions about using the widgets on the Overview tab, see Explore the Virtual Agent Analytics Dashboard.

    Table 1. Visualized overall data
    Visualisation descriptions
    Deflection Count Number of deflection occurrences measured by the execution count of the Deflection topic block. A deflection occurs when Virtual Agent resolves or helps to resolve an issue for a user.
    Deflection Pattern Number of deflections per deflection patterns.
    KB Breakdown Titles of KB articles with the number of times they were presented as part of deflections.
    Active VA users Cumulative number of unique active end users (not agents) who used the conversational interface.
    Conversations Count of all interactive conversations initiated from the Virtual Agent.
    VA success Percentage of conversations that were completed without escalation and with an intended topic flow.

    Completed conversations are those that reach the end of a Virtual Agent topic or conversation, are closed by the user, or are automatically closed.

    Completed without escalation means that the conversation was not routed to a live agent, and the user did not give negative feedback. (Feedback types include negative, positive, neutral, and no feedback.)
    Topic flows completed Percentage of topics that end users completed till the last node out of all topics invoked and ran.
    Categories Number of completed conversations shown per the Topic Category.
    Topics Number of occurrences when the user completed to the last node or left a conversation midway through for each topic.
    User feedback Feedback Results categorized as good, bad and neutral. The Feedback results are calculated from the Feedback Setup Topic.
    Note:
    Analytics Administrator can change how frequently the Feedback Setup topic show post-chat by changing the system properties.
    Channels Number of conversations executed across the configured channels of the Virtual Agent.
    Conversation end state Number of conversations that have ended in the OOTB Conversation End state.

    Typical actions on the Overview tab include:

    • Selecting the arrowhead icon (Arrowhead icon.) in any of the widgets to open other dashboard tabs that display more detailed information.
    • Selecting the visualized data, for example, a bar in a bar chart, to get additional information about the data.
    • Changing the date range of the data displayed.
    • Selecting a tab inside one of the widgets to change the set of data displayed. For example, in Categories bar chart, select the Incomplete tab.
    Note:
    Your Overview tab might look different because it can be configured.