Issue auto-resolution tab

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Issue auto-resolution tab

    The Issue auto-resolution tab in ServiceNow's Zurich release provides insights into how effectively the Virtual Agent (VA) chatbot anticipates and resolves user issues automatically. It tracks the number of user requests intercepted by the auto-resolution service and resolved by VA, particularly when users are redirected from non-conversational interfaces such as service portals or email.

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    This feature is enabled only when Issue Auto Resolution is activated and the Auto Resolution Configuration record is set as active. Access to this tab requires either the chat analytics admin role or the chat analytics viewer role.

    Key Features

    • Intents with Matched Topics: Displays the number of VA intents that correspond to topics enabled for auto-resolution, allowing detailed inspection of these intents.
    • Intents without Matched Topics: Shows intents that do not match any enabled auto-resolution topics, helping identify gaps in coverage.
    • Intents with Auto-resolution Disabled: Lists intents that match topics but are not enabled for auto-resolution, useful for configuration review.
    • Intent and Topic Matching Results: Breaks down incidents based on whether intents and topics matched, enabling analysis of matching effectiveness.
    • Trends in Intent and Topic Matching: Visualizes trends over time for incidents with matching or non-matching intents and topics.
    • Auto Resolution Conversations: Reports on conversations resolved or unresolved after user interaction with VA, indicating resolution success.
    • Auto Resolution Conversation Trends: Displays usage trends and counts of successfully resolved incidents through auto-resolution.
    • Issue Auto-resolution Acceptance Rate: Measures how often users accept or decline auto-resolution notifications, reflecting user engagement.
    • Top Topics in Auto Resolution Conversations: Identifies the most frequently used topics in auto-resolution sessions to highlight common user needs.

    Key Outcomes

    By using the Issue auto-resolution tab, ServiceNow customers can monitor and improve how well their Virtual Agent automatically resolves user issues. The tab’s visualizations and detailed data help identify:

    • Which intents and topics are effectively matched and enabled for auto-resolution.
    • Where mismatches or disabled auto-resolution settings may be limiting effectiveness.
    • Trends in resolution success and user acceptance of auto-resolution notifications.
    • Common user issues addressed through the VA, guiding continuous improvement.

    Overall, this empowers administrators to optimize Virtual Agent configurations, enhance user experience, and increase the rate of successful automated issue resolutions.

    The Issue auto-resolution tab helps you understand how well your Virtual Agent (VA) chatbot anticipates user needs. It displays information about the number of user issues intercepted by the auto-resolution service and resolved by VA.

    Issue auto-resolution takes place when a user is diverted to VA from a non-conversational interface. For example, a user might request a new keyboard through a service portal or email. The auto-resolution service can detect the user request and use VA to resolve the user's request in a VA chatbot session. For more information, see Auto Resolution for Virtual Agent.

    The indicators in the Issue auto-resolution tab display how well the auto-resolution service is working. This tab is available only when Issue Auto Resolution is enabled and the Auto Resolution Configuration record is set as active.

    To access the Issue auto-resolution tab, you must have the chat analytics admin role or the chat analytics viewer role.

    Figure 1. Issue auto-resolution tab
    Data visualizations for this tab include intent and topic-matching results, matching and conversational trends, acceptance rate, and top topics.

    Selecting the data or pointing to the data in the visualizations displays additional information about the data.

    Table 1. Auto-resolution visualizations
    Visualization Description
    Intents with Matched Topics Number of intents that match topics enabled for auto-resolution.

    Select the indicator to view the list of intents that match topics enabled for auto-resolution.
    Intents without Matched Topics Number of intents that don’t have matching topics.

    Select the indicator to view the list of intents that don’t match topics enabled for auto-resolution.
    Intents with Auto-resolution Disabled Number of intents that match topics not enabled for issue auto-resolution.

    Select the indicator to view the list of intents that match topics not enabled for auto-resolution.
    Intent and topic matching results Breakdown of incidents by intent matching. For example, incidents with matching intents and topics, and incidents without matching intents.

    Select the indicator to view the list of incidents with or without matched topics.
    Trends in intent and topic matching Trend showing incidents that have intents with or without matching topics.

    Select the indicator to view the incidents that have intents with or without matching topics.
    Auto resolution conversations Issue auto-resolution conversations that were resolved or unresolved. Resolved means incidents are in the resolved state after the users interacted with VA.

    Select the indicator to view the list of conversations that were resolved or unresolved.
    Auto resolution conversation trends Usage trend showing all the issue auto-resolution conversations and how many incidents were successfully resolved.
    Issue auto-resolution acceptance rate Shows the issue auto-resolution notifications that were accepted and declined by users.
    Top topics in auto resolution conversations Frequently used topics in auto resolution conversations.

    Select the indicator to view the list of topics that are frequently used in auto-resolution conversations.