User Details page

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of User Details page

    The User Details page in ServiceNow's Conversational Analytics dashboard allows you to review the history of user interactions with the Virtual Agent. It provides insights into user conversations, including summaries of language used, chat timelines, and channels utilized. This feature enables effective tracking and analysis of user engagement with the Virtual Agent.

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    Key Features

    • Chat History: View a complete list of conversations a user has had with the Virtual Agent.
    • Favorite Chats: Tag specific chats as favorites for easy access using the star icon.
    • Detailed Chat Information: Access detailed information about specific chats, including transcripts and timelines.
    • User Information: Review user details such as User ID, first and last conversation times, chat duration, languages used, and channels.

    Key Outcomes

    By utilizing the User Details page, you can:

    • Gain insights into user behavior and preferences through detailed chat analysis.
    • Easily manage and access favorite chats for efficient follow-up and review.
    • Understand user engagement with the Virtual Agent, aiding in performance improvement.

    This functionality is essential for optimizing the Virtual Agent's effectiveness and enhancing user experience.

    Use the User Details page to see the history of a user's conversations.

    The User Details page lists all chats that a user had with the Virtual Agent. It also displays the summary such as the language used in the chats, the first and last chats, and the channels.

    Figure 1. User details page
    Virtual Agent Analytics User details page.

    You can select the star icon on the User Details page to tag the user as a favorite. In the Users page, you can easily list the users that are marked as favorite using the Filter Editor.

    Benefits

    The User Details page enables you to do the following:

    Get information about each chat

    You can get more information about a chat that a user had with the Virtual Agent. To get detailed information about one of the chats listed on the User Details page, select a date in the list of conversations. The information appears on the side panel.

    Figure 2. Chat details
    Virtual Agent chat details tab.
    To view the chat transcript for a user's conversation, select the Transcript tab.
    Figure 3. Conversation transcript
    Virtual Agent conversation transcript tab.

    To view the chat timeline, select the Timeline tab.

    Figure 4. Timeline
    Virtual Agent chat timeline tab.

    The Timeline tab shows the topic flow in the chat. For example, the following image shows that the chat started in Virtual Agent and moved to a live agent.

    Figure 5. Topic flow
    Virtual Agent chat log topic flow with arrow indicating Closing Conversation message.

    The timeline shows that the user chatted with Virtual Agent until 5:25. Then the user requested to talk to a live agent, who joined the chat at 5:32. The timeline shows events such as how many responses Virtual Agent made, and when the live agent closed the chat.

    Figure 6. Timeline log
    Virtual Agent chat log with arrow indicating Closing Conversation message.

    To tag the chat as favorite, select the star icon on the side panel. On the Conversations page, you can easily list the chats that are marked as favorite using the Filter Editor. For more information, see Conversations tab.

    Get information about each user

    The following table explains the fields in the User Details page:

    Table 1. Details
    Field Description
    User ID User ID of the logged in user. If users don't log in, they appear in the sessions as anonymous.
    First conversation How long ago the user first started the Virtual Agent chat.
    Last conversation How long ago the user last had a Virtual Agent chat.
    Time in chat Duration of the Virtual Agent chat.
    Languages Language the user used in the chats.
    Channels Software that the user used to chat.