Legacy - User Details page

  • Release version: Xanadu
  • Updated November 5, 2024
  • 2 minutes to read
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    Summary of Legacy - User Details page

    The Legacy User Details page allows ServiceNow customers to view a comprehensive history of a user's interactions with the Virtual Agent. This includes all chat sessions with details such as language, timing, and communication channels. The page supports user and chat management by enabling favorites tagging for easy identification and filtering.

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    Note that the Conversational Analytics dashboard associated with this feature is being deprecated and replaced by a new dashboard in the Platform Analytics experience, which complies with Government Community Cloud (GCC) and FedRAMP requirements.

    Key Features

    • Chat History and Details: Access detailed records of all chats a user had with the Virtual Agent, including transcripts and timelines that show topic flow and transitions between Virtual Agent and live agents.
    • Favorites Tagging: Mark users and specific chats as favorites using star icons for quick access and filtering on the Users and Conversations pages.
    • User Information Fields: View key user details such as User ID, first and last conversation timestamps, chat duration, languages used, and chat channels.
    • Chat Timeline Visualization: See chronological events within chats, including when the user switched from Virtual Agent to a live agent and when chats were closed.

    Practical Benefits for ServiceNow Customers

    • Efficiently monitor and analyze individual user interactions with Virtual Agent to improve support quality and user experience.
    • Use favorites tagging to quickly identify important users or chats, streamlining follow-up actions and reporting.
    • Prepare for migration to the new Platform Analytics dashboard to ensure ongoing access to conversational analytics with compliance needs.

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

    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].

    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 Legacy - 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.