Use filters in the Users tab

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Use filters in the Users tab

    The Users tab within the Conversational Analytics dashboard allows ServiceNow customers to filter user data for enhanced insights into Virtual Agent interactions. By using the condition builder and various filter options, users can analyze conversations effectively based on specific criteria.

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    Key Features

    • Condition Builder: Enables filtering based on fields, operators, and values. Users can create custom filters or select from defaults, such as filtering conversations longer than 21 seconds.
    • Save Filter: Users can save custom filters for future use, allowing easy access to specific data sets.
    • User Filtering Options: Options include viewing all users, new users, returning users, and those who have never returned. This aids in tracking user engagement over time.
    • Field Options: Detailed filtering options include User ID, User Index, Conversation Exists, Channel Count, and others, which allow precise targeting of user interactions based on various parameters.

    Key Outcomes

    By leveraging the filtering capabilities in the Users tab, ServiceNow customers can gain a deeper understanding of user behavior and engagement with the Virtual Agent. This insight facilitates better decision-making and enhances the overall performance of conversational interfaces.

    You can use filters to get a deeper understanding of User data.

    Filter using the condition builder

    The condition builder enables you to filter users based on one or more conditions. You can either select a default filter from the list or create a new filter condition. In the following example, the condition lists users whose conversations with the Virtual Agent lasted greater than 21 seconds.

    Figure 1. Condition builder
    Condition builder in the Filter Editor pop-up window, showing conditions: Conversation Exists, in which duration is greater than 21 seconds.
    The condition builder consists of the following:
    • Field: A list based on relevant tables.
    • Operator: A list of operations that is contextually generated based on the selected field.
    • Value: A text entry field or a list that is contextually generated based on the selected field.

    To remove a condition, click the delete icon (Delete icon.) next to the condition. To add dependent conditions in the condition builder, either click or or and. To filter the conversations list using the condition, click Run.

    To save a condition that you created in the condition builder, click Save Filter. In the Save Filter pop-up window, specify a name for the condition. Users having the Chat Analytics Viewer (chat_analytics_viewer) role can select and modify your saved filters.
    Figure 2. Saved condition
    Filter Editor with filters dropdown open, All filter selected, and Channel Web Client shown under Saved Filters.

    Filtering the list of users

    Use the list options to filter users.

    Table 1. List options
    Option Description
    All All Virtual Agent users.
    New First conversation happened within the past seven days.
    Returning Users who previously used Virtual Agent.
    Never Returned Users who used Virtual Agent once, but haven't used it again. The conversation count is 1.

    Selecting a User Index takes you to the User Details page that provides detailed information about all of a user's conversations.

    Field options in the Filter Editor

    Table 2. User filters
    Option Description
    User ID User ID of the logged in user.
    User Index Unique number that the system creates and permanently assigns to a Virtual Agent user. This number becomes a part of conversation records.
    Conversation Exists Container for subfilter properties. For example, in the previous image, the subfilter is Duration.
    Channel Count Number of channels a user used. A channel is the client app the user used, such as Slack. For example, if all users have used only one channel to chat with Virtual Agent, then setting the filter value to 2 eliminates all the users in the list.
    Channels Only displays users that used the specified channel to chat.
    Conversation Count Only displays users that have the number of conversations specified in the filter.
    Favorite Only displays users that you marked as favorite, or conversely, not marked as favorite in the User Details page. For more information, see User Details page.
    First Conversation Time Only displays users where the first conversation is within the time period specified.
    Language Only displays users that chat using the specified language.
    Last Conversation Time Only displays users where the last conversation is within the time period specified.
    Time in Chat Only displays users whose chat durations are within the time period specified, for example, more than 30 seconds.