Legacy - Topics details

Use the Topic Details page in the Conversational Analytics dashboard to see the details of the Virtual Agent (VA) topics.

Important:

Conversational Analytics dashboard is being prepared for future deprecation. It will be supported until deprecation but will no longer be available for installation. A new Conversational Analytics dashboard in Platform Analytics experience, which meets the compliance requirements of Government Community Cloud (GCC), and thus FedRAMP authorized, is available. See Conversational Analytics dashboard in Platform Analytics experience.

For details on the deprecation process, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

If you are an existing user of this dashboard and want to migrate analytics data to the new dashboard, see Migrate data to Conversational Analytics dashboard in Platform Analytics experience [KB1651556].

Get additional information about the topics

You can select the visualized data selecting the topic from the list. Details about the data you selected displays.

Note:

The Y axis is evenly divided over 10 increments. If there are fewer than ten values on the Y axis, some values repeat, for example, five 1's in the previous image.

Use the list menu to display one of the chat interactions in the topic you selected. This page shows:

• Topic Usage—The number of times the topic was used each day.

  You can display the number of occurrences and user sessions of the selected topic by selecting Download.

  

  In this example, one chat session happened on 2020-12-16.

• Topic completion—Number of times the user went to the final node in the topic.
• Live Agent Transfer—Number of VA chats transferred to a live agent.
• Last Visited Node—Last nodes users visited before leaving the chat.

  The presumption is the user gave up after the last node they visited.