Topics tab

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    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 least and best performing topics. It supports selecting multiple topic categories for customized data visualization. Note that the current Conversational Analytics dashboard is planned for future deprecation, with a new, FedRAMP-authorized version available in the Platform Analytics experience. Customers are encouraged to review migration options for their analytics data to the new dashboard.

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    Key Features

    • Access Control: Requires the Chat Analytics Viewer (chatanalyticsviewer) role to use the Topics tab.
    • Worst Performing Topics: Displays topics that underperform through subtabs:
      • Least Used: Identifies topics seldom used in chats.
      • Incomplete: Highlights topics where users abandon before reaching a resolution.
      • Transfer to Live Agent: Shows topics that result in handoff to a live agent due to unresolved issues.
    • Best Performing Topics: Displays topics that perform well with subtabs:
      • Most Used: Counts how often users engage with a topic.
      • Complete: Tracks the number of times users complete a topic without needing live agent support.
    • Topic Details: Provides metrics such as:
      • Correct NLU Prediction %: Percentage of times the predicted topic matched user selection.
      • Initiated %: Frequency of topic execution relative to all topics run.
      • Incomplete %: Rate of users not finishing a topic.
      • Transfer to Live Agent %: Frequency of escalation to live agents during a topic.
    • Topic Blocks: Shows execution counts of individual topic blocks within the selected date range.
    • Legacy Pages: Additional detailed views are available for topic categories, topic details, and spoke actions/subflows.

    Practical Implications for Customers

    Using the Topics tab enables customers to pinpoint which VA topics need improvement by analyzing abandonment rates, transfers to live agents, and usage frequency. It also helps identify topics that successfully resolve user queries, assisting in optimizing the Virtual Agent’s performance and user experience. Customers should plan to transition to the new Conversational Analytics dashboard in Platform Analytics to maintain compliance and support continuity.

    Use the Topics tab in the Conversational Analytics dashboard to identify the least and best performing 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].

    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.

    Virtual Agent dashboard topics tab.

    Worst performing topics

    The Worst performing topics chart provides multiple ways of detecting chat topics that didn't work. The horizontal axis lists the chat topics. The subtabs include:
    • 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

    The topics in this chart are performing well. The horizontal axis lists the topics. The count on the vertical axis varies depending on the subtab selected:
    • 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.

    Virtual Agent dashboard list of topics.

    Table 1. Topic details
    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.

    Virtual Agent Topic Blocks page showing list of topics.

    The chart shows the number of times each topic block was executed.