Legacy - User Details page

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

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:

• View detailed information about each chat, and mark chats as favorite. For more information, see Get information about each chat.
• View details about each user. For more information, see Get information about each user.

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

To view the chat transcript for a user's conversation, select the Transcript tab.

Figure 3. Conversation transcript

To view the chat timeline, select the Timeline tab.

Figure 4. Timeline

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

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

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.