Topics tab
Summarize
Summary of Topics tab
The Topics tab in the Conversational Analytics dashboard helps ServiceNow customers evaluate the performance of Virtual Agent (VA) topics by identifying both the best and worst performing topics. This feature enables you to analyze how effectively your VA topics are engaging users and resolving their queries.
Show less
Important: The existing Conversational Analytics dashboard is being prepared for deprecation and will no longer be available for installation. A new Conversational Analytics dashboard within the Platform Analytics experience is now available, offering compliance with Government Community Cloud (GCC) and FedRAMP authorization. Migration options and deprecation details are provided for current users.
Key Features
- Worst Performing Topics: Visualizes topics that underperform using three subtabs:
- Least Used: Topics with the lowest usage in chats.
- Incomplete: Topics where users abandon the conversation before resolution.
- Transfer to Live Agent: Topics that resulted in users escalating to a live agent.
- Best Performing Topics: Highlights well-performing topics with subtabs:
- Most Used: Number of times a topic was accessed by users.
- Complete: Number of times a topic was successfully completed without live agent assistance.
- Multi-Category Selection: Allows filtering and visualizing data across multiple topic categories using the Select Categories dropdown.
- Role Requirement: Access requires the Chat Analytics Viewer (chatanalyticsviewer) role.
- Topic and Topic Block Details: Lists topics and topic blocks executed within the selected date range, including metrics such as correct Natural Language Understanding (NLU) prediction percentage, initiation rate, incompletion rate, and transfer to live agent rate.
Practical Insights for ServiceNow Customers
- Use the Topics tab to monitor and optimize VA topic performance by identifying topics that may need improvement or redesign.
- Analyze transfer rates to live agents to understand where VA may be failing to resolve issues and impacting user experience.
- Leverage multi-category filtering to focus on specific functional areas or business units.
- Track topic completion and usage metrics to measure user engagement and VA effectiveness.
- Plan migration to the new Platform Analytics Conversational Analytics dashboard to maintain access to analytics capabilities and compliance standards.
Use the Topics tab in the Conversational Analytics dashboard to identify the least and best performing topics.
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].
The Topics tab provides insights into which Virtual Agent (VA) topics are performing well and which aren’t. You can also select multiple topic categories using the Select Categories dropdown to visualize data based on your selection. To use the Topics tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role.
Worst performing topics
- Least used—The topics used least in chats.
- Incomplete—The topics the user abandoned without resolution.
- Transfer to Live Agent—The topics the user couldn't resolve with Virtual Agent. So, the user transferred to a live agent.
Best performing topics
- Most Used—Number of times users used a topic.
- Complete—Number of times users completed a topic without the assistance of a live agent.
Spokes used
For more information about the spokes used, see Legacy - Spokes.
List of topics
The Topics page list the topics used in the date range specified in the Conversational Analytics Dashboard.
| Topic information | Description |
|---|---|
| Correct NLU Prediction % | Percentage of times this topic name was predicted correctly out of all times this topic name was predicted. A correct prediction means that VA showed that a predicted topic and a user selected it. |
| Initiated % | Percentage of times this topic ran out of all the topics that ran. |
| Incomplete % | Percentage of times the user didn't reach the last node in the topic out of all times this topic ran. For example, if the 2 users didn't complete all the nodes in a topic but 8 other users did, the incomplete percentage would be 20%. |
| Transfer to Live Agent % | Percentage of occurrences where this topic transferred from VA to a live agent out of all the time this topic ran. |
List of topic blocks
The Topic Blocks page list the topic blocks used in the date range specified in the Conversational Analytics Dashboard.
The chart shows the number of times each topic block was executed.