Exploring the Conversational Analytics dashboard in Platform Analytics experience
Summarize
Summary of Exploring the Conversational Analytics dashboard in Platform Analytics experience
The Conversational Analytics dashboard in ServiceNow’s Platform Analytics experience enables customers to analyze and enhance Virtual Agent (VA) interactions with users. It provides valuable insights into conversational data collected over up to two years, helping you understand how well VA resolves user issues, track engagement, and identify areas for improvement to increase deflection rates and reduce transfers to live agents.
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Key Features
- Underperforming Topics: Identify VA topics that underperform, allowing targeted improvements to conversation design and topic refinement.
- Conversation Details: Access metadata for each VA interaction including user info, chat duration, conversation type, and channel, with advanced filtering options to troubleshoot specific conversations.
- Dashboard Tabs:
- Overview: Displays key VA performance indicators.
- Now Assist in VA: Monitors Now Assist performance when enabled.
- Usage: Shows conversation usage metrics such as language and type, with drill-down capabilities.
- Conversations: Lists detailed conversations with filtering by type, duration, user, and language.
- Users: Tracks user interaction patterns with filtering options.
- Topics: Provides indicators on topic usage, transfer rates to live agents, conversation length, and topic blocks.
- NLU Prediction: Reports on natural language understanding accuracy and links to NLU Workbench if available.
- Custom Events: Displays counts of custom chat events configured by the customer.
- Issue Auto-Resolution: Shows metrics on issues auto-resolved by VA’s auto-resolution service.
- Date Range Selection: Customize the data period analyzed, with real-time data updates and up to two years of retention.
- Virtual Agent Activity and Performance: Indicators track active users, conversation initiations, topic performance, and user feedback to evaluate overall VA effectiveness.
What This Enables You To Do
ServiceNow customers can leverage this dashboard to monitor and improve the effectiveness of their Virtual Agent by:
- Identifying which topics need optimization to reduce user drop-offs and increase engagement.
- Understanding detailed user interactions and troubleshooting specific conversations for quality improvements.
- Measuring the success of natural language understanding models and auto-resolution features.
- Tracking user behavior trends and customizing the VA experience based on language, conversation type, and channels.
By using these insights, customers can refine conversation design, improve deflection rates from live agents, and deliver a better user experience with Virtual Agent.
Use Conversational Analytics dashboard to improve Virtual Agent (VA) interactions with users. The dashboard provides insights into conversational data, and helps you refine topics and improve the deflection rate of VA.
Conversational Analytics dashboard
- What percentage of users transfer from VA to a live agent
- How to increase engagement rate and reduce user drop-offs
- Whether the user reached the last node in a topic
- Most and least used topics
- Conversation details using advanced filters
- How to optimize conversation design
Key features
- Underperforming topics
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See the underperforming VA topics to investigate and improve topic performance.
- Conversation details
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Discover metadata about each VA interaction, including the user, chat duration, conversation type, and channel.
Overview of Conversational Analytics dashboard
The following sections provide a high-level overview of how to use each section of the dashboard from the top down.
- Date range of data displayed
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The Start date and End date fields at the top of the dashboard specify the data range of the data summarized on each page.
All data is continually pushed from Virtual Agent to the dashboard in real time, and retained for up to two years.
For information about setting the date range, see Set the date range of the data.
Certain data visualizations might not have data available for the start date and end date selected in the Start date and End date fields. In such cases, the indicator shows data for a start date and end date based on data availability within the selected date range.
- Getting detailed data
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The Overview tab contains key indicators to help you evaluate the performance of VA. You can view more details in the following ways:
- Select a tab, for example, Usage.
- Select an indicator, for example, Active VA users.
- Dashboard tabs
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Table 1. Dashboard tabs Tab Description Overview View the key indicators of the performance of VA. Now Assist in VA View key indicators to monitor the performance of Now Assist in Virtual Agent. This is visible only when Now Assist in Virtual Agent is enabled. Usage View VA conversation usage, for example, the language and conversation type. You can also drill down to the list of conversations of a certain language or conversation type. Conversations View conversation details and troubleshoot individual conversations. Advanced filtering enables you to filter the list of conversations by conversation type, duration, user, and language. Users View how your users are conversing with VA. Advanced filtering enables you to filter the list by user, channel, and last conversation. Topics View topic performance indicators. Some of the indicators are most and least used topics, topics corresponding to VA conversations that were transferred to a live agent, average length of conversations per topic, and topic blocks used. NLU Prediction View NLU performance indicators such as number of times the NLU prediction model accurately understood the intent of the user's conversation or auto-selected a topic. The indicator links to the NLU Workbench if your instance includes NLU. Custom Events View the number of custom chat events that you created using the Events page. Issue Auto-Resolution View details about the number of user issues intercepted by the auto-resolution service and resolved by the Virtual Agent. - Virtual Agent activity
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This area of the dashboard contains indicators that show Virtual Agent activity such as number of active users who interacted with the Virtual Agent, number of conversations initiated on the Virtual Agent, and so on.
Selecting on the info icon displays the description of the indicator.
Certain trend visualizations on the dashboard such as the trends in intent and topic matching do not support viewing monthly, weekly, and daily data.
- Virtual Agent performance
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This area of the dashboard contains indicators such as topic performance and user feedback that show how well Virtual Agent topics performed and the feedback from the user.