Legacy - Use filters in the Users tab

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

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].

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

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, select the delete icon next to the condition. To add dependent conditions in the condition builder, either select or or and. To filter the conversations list using the condition, select Run.

To save a condition that you created in the condition builder, select 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

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 Legacy - 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.