Overview tab

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Overview tab

    The Overview tab provides key performance indicators (KPIs) for evaluating the effectiveness of the Virtual Agent. Accessible to users with the Chat Analytics Viewer role, it serves as the dashboard's landing page, featuring vital visualizations that reflect the performance of Virtual Agent interactions.

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    Key Features

    • Deflection Count: Measures the number of times Virtual Agent successfully resolves user issues.
    • Deflection Pattern: Tracks deflections categorized per pattern.
    • KB Breakdown: Lists knowledge base articles involved in deflections.
    • Active VA Users: Counts unique end users engaging with the Virtual Agent.
    • Conversations: Tallies all interactions initiated by users.
    • VA Success: Indicates the percentage of conversations completed without escalation.
    • Topic Flows Completed: Reflects the completion rate of topics by end users.
    • User Feedback: Categorizes feedback from users as good, bad, or neutral.
    • Channels: Counts conversations across various configured channels.
    • Conversation End State: Tracks the number of conversations ending in predefined states.

    Key Outcomes

    By utilizing the Overview tab, ServiceNow customers can gain insights into Virtual Agent performance, identify areas for improvement, and understand user engagement. Key actions include selecting deflection configurations, drilling down into visualized data for deeper analysis, and adjusting the date range for displayed metrics. This functionality enables informed decision-making to enhance customer support operations.

    Use the Overview tab to view key indicators that help you evaluate the performance of Virtual Agent.

    The Overview tab is the landing page for the dashboard. The visualizations in the Overview tab are important indicators of how VA is performing. You must have the Chat Analytics Viewer (chat_analytics_viewer) role to use the Overview tab.

    Virtual agent analytics dashboard overview tab

    Table 1. Key performance indicators
    Indicators Descriptions
    Deflection Count Number of deflection occurrences measured by the execution count of the Deflection topic block. A deflection occurs when Virtual Agent resolves or helps to resolve an issue for a user.
    Deflection Pattern Number of deflections per deflection patterns.
    KB Breakdown Titles of KB articles with the number of times they were presented as part of deflections.
    Active VA users Cumulative number of unique active end users (not agents) who used the conversational interface. Select the indicator to drill down to the list of users.
    Conversations Count of all interactive conversations initiated from the Virtual Agent.

    Select the indicator to drill down to the list of conversations.
    VA success Percentage of conversations that were completed without escalation and with an intended topic flow.

    Completed conversations are those that reach the end of a Virtual Agent topic or conversation, are closed by the user, or are automatically closed.

    Completed without escalation means that the conversation was not routed to a live agent, and the user did not give negative feedback. (Feedback types include negative, positive, neutral, and no feedback.)

    Select the chart to drill down to the conversations that were completed successfully.
    Topic flows completed Percentage of topics that end users completed till the last node out of all topics invoked and ran.
    Topic Category - Complete Number of completed conversations shown per topic category. Select a topic category on the bar chart to drill down to the topic category details.
    Topic Category - Incomplete Number of incomplete conversations shown per topic category. Select a topic category on the bar chart to drill down to the topic category details.
    Topic - Complete Number of occurrences per topic when the user completed to the last node. Select a topic on the bar chart to drill down to the topic details.
    Topic - Incomplete Number of occurrences per topic where users abandoned the conversation before the topic reached the last node. Select a topic on the bar chart to drill down to the topic details.
    User feedback Feedback results categorized as good, bad and neutral. The feedback results are calculated from the Feedback Setup topic.
    Note:
    A user with Chat Analytics Admin role can change how frequently the Feedback Setup topic shows after the completion of chat using the system properties.

    Select a feedback result on the chart to drill down to the list of conversations associated with the feedback.
    Channels Number of conversations executed across the configured channels of the Virtual Agent.

    Select a channel on the chart to drill down to the list of conversations associated with the channel.
    Conversation end state Number of conversations that have ended in the out-of-the-box conversation end state.

    Select a Conversation end state on the chart to drill down to the list of conversations associated with the Conversation end state.

    Typical actions on the Overview tab include:

    • Selecting a deflection configuration to view the deflection indicators such as deflection count, deflection patter, and KB Breakdown.
    • Selecting the visualized data, for example, a bar in a bar chart, to get additional information about the data.
    • Changing the date range of the data displayed.