Legacy - Use filters in the Users tab

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Legacy - Use filters in the Users tab

    This guide explains how to use filters in the Users tab of the Legacy Conversational Analytics dashboard for Virtual Agent to analyze user data. It also highlights the upcoming deprecation of this dashboard and advises on migrating to the new Conversational Analytics dashboard available in the Platform Analytics experience, which complies with Government Community Cloud (GCC) and FedRAMP requirements.

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    Using Filters with the Condition Builder

    The condition builder allows you to filter users based on one or more criteria, either by selecting predefined filters or creating custom conditions. Key components include:

    • Field: Select from relevant data fields based on Virtual Agent user information.
    • Operator: Choose a context-specific operation related to the selected field.
    • Value: Enter or select a value to apply the filter condition.

    You can add multiple dependent conditions using logical operators (AND, OR), remove conditions, run filters to update the user list, and save custom filters by naming them. Users with the Chat Analytics Viewer role can access and modify saved filters.

    Filtering the User List

    The Users tab provides list options to filter users by categories such as:

    • All: Displays all Virtual Agent users.
    • New: Users whose first conversation occurred within the last 7 days.
    • Returning: Users who have used Virtual Agent more than once.
    • Never Returned: Users who have only a single conversation recorded.

    Selecting a User Index opens detailed user conversation history.

    Available Filter Fields

    The following filter options help refine user data analysis:

    • User ID: Filter by the logged-in user's ID.
    • User Index: Unique system-assigned identifier for a Virtual Agent user.
    • Conversation Exists: Filter based on conversation sub-properties like duration.
    • Channel Count: Number of communication channels (e.g., Slack) used by the user.
    • Channels: Filter by specific channel used for chatting.
    • Conversation Count: Number of conversations per user.
    • Favorite: Users marked as favorite or not, based on User Details page settings.
    • First Conversation Time: Time range for the user's initial conversation.
    • Language: Language used during chat sessions.
    • Last Conversation Time: Time range of the most recent conversation.
    • Time in Chat: Duration of chat sessions within a specified time frame.

    Important Considerations

    ServiceNow customers should note the legacy dashboard will be deprecated, so planning to migrate analytics data to the new Platform Analytics dashboard is recommended. This new dashboard ensures compliance with government cloud standards and continued support.

    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
    Condition builder in the Filter Editor pop-up window, showing conditions: Conversation Exists, in which duration is greater than 21 seconds.
    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 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
    Filter Editor with filters dropdown open, All filter selected, and Channel Web Client shown under Saved Filters.

    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.