Legacy - Usage tab
The Usage tab provides summary information about conversations.
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 Usage tab answers questions such as:
- What languages are used in conversations?
- What is the average duration of conversations on different days?
- How many Virtual Agent (VA) conversations transition to live agents?
To access the Usage tab, you must have the chat analytics admin role or the chat analytics viewer role.
Selecting the data or pointing to the data in the visualizations displays additional information about the data.
| Visualization | Description |
|---|---|
| Conversation type | Number of conversations escalated from VA to a live agent, initiated and completed in VA only, or initiated and completed by a live agent. |
| Average conversation duration | Average duration of conversations in minutes. The duration is calculated from the beginning of the conversation to the last message sent. |
| Languages | Languages used by users and the number of conversations in each language. |
| Topic sent via the Actionable notification | The number of actionable notifications delivered from virtual agent to the users for the selected time range, and the number and percentage of actionable notifications that users engaged with, and did not engage with. |