Legacy - Using user search metrics with Virtual Agent

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Legacy - Using user search metrics with Virtual Agent

    ServiceNow’s Virtual Agent application allows you to monitor and analyze user search queries and their results through the User Search Metrics tab within the Conversational Analytics dashboard. This functionality helps identify how users interact with search results, uncovering areas for improvement to deliver more relevant and meaningful responses.

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    Note that the current Conversational Analytics dashboard is being deprecated and replaced by a new version within the Platform Analytics experience, which is FedRAMP authorized and compliant with Government Community Cloud (GCC) requirements. Migration guidance is available for existing users.

    User Search Metrics Tab

    This tab provides key insights into user search behavior, answering critical questions such as:

    • Which search results users found unhelpful (queries with no clicks)
    • Which queries returned no search results
    • The most common user queries (trending queries)
    • The search results most frequently selected by users (trending content)

    Access to this tab requires the chat analytics admin or chat analytics viewer roles.

    Search Technologies Integrated with Virtual Agent

    • AI Search: Uses intelligent query features to suggest the most relevant resources to users, improving search accuracy.
    • Contextual Search: Matches keywords with existing database searches to find potential query matches, enhancing topic resolution.
    • Topic Links: Embedded links within Virtual Agent topics provide direct access to useful resources without additional backend searches.

    User Search Data Visualized

    The User Search Metrics tab visualizes summarized data in four main categories:

    • Queries with no clicks: Searches where users did not click any results, expressed as a percentage of total no-click queries.
    • Queries with no results: Searches that returned no results, expressed as a percentage of total no-result queries.
    • Trending queries: Most frequently asked queries, expressed as a percentage of total trending queries.
    • Trending content: Search results most often clicked by users, expressed as a percentage of total trending search results.

    Additional Notes

    You can also analyze user search data using Financial Services Remote Tables in Dashboards for broader insights.

    By leveraging these user search metrics, ServiceNow customers can refine Virtual Agent responses, optimize search relevance, and ultimately improve user satisfaction with self-service interactions.

    By using user search metrics with the Virtual Agent application, you can see your users' queries and the results from their searches. With these metrics, you can identify the areas where you can improve Virtual Agent to offer more meaningful search results.

    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].

    Use the User Search Metrics tab in the Conversational Analytics dashboard to see the key details about the queries that your users searched on and their search results. By using this tab, you can get the answers to the following questions:
    • Which search results were not useful to the users?
    • Which queries did not have any search results?
    • Which were the most common queries from users?
    • Which search results did the users select most often?
    Note:
    You can also use Financial Services Remote Tables to view user-search data in Dashboards. For more information, see Remote tables.

    To access the User Search Metrics tab, you must have the chat analytics admin role or the chat analytics viewer role. The following example shows the data included in the User Search Metrics tab.

    Figure 1. User Search Metrics tab
    Virtual Agent Analytics user search metrics tab.

    AI Search

    Virtual Agent topics may use AI search to suggest helpful resources to the user. When a user enters a query, AI search provides the most relevant results by using intelligent query features. To know more about AI search, see AI Search . To integrate Virtual Agent with AI Search, see Improving the user experience with AI Search.

    Contextual Search

    Contextual search matches keywords to an existing database search to find potential matches to a query. Virtual Agent topics may use contextual search to resolve queries. For more information, see Maximizing code reuse with topic blocks.

    Topic Links

    Some Virtual Agent topics have links to useful resources that are embedded within them. When a user invokes one of these topics, the link shows up without having to do any back-end search.

    User Search information

    The following table describes the summarized User Search information that is visualized on the User Search Metrics tab.
    Table 1. User search data
    Visualization Description
    Queries with no clicks Queries that users did not click on any of the search results. Total % refers to the number of queries with no clicks expressed as a percentage of total number of queries with no clicks.
    Queries with no results Queries that did not yield any search result. Total % refers to the number of queries with no results expressed as a percentage of total number of queries with no results.
    Trending queries Queries that users most commonly asked. Total % refers to the number of trending queries expressed as a percentage of total number of trending queries.
    Trending content Search results that most users clicked on. Total % refers to the number of trending search results users clicked on expressed as a percentage of total number of trending search results.