Tracking metrics using the ITSM Virtual Agent analytics dashboard

  • Release version: Zurich
  • Updated July 1, 2026
  • 1 minute to read

    • Track and analyze ITSM Virtual Agent analytics and get insights into them.

    Analyze metrics using the ITSM Virtual Agent analytics dashboard. The table provides the summary and benefits for each type of analytics.
    Analytics Description Benefits
    Chat Tracks chat volume, user engagement, and abandonment patterns Measures support demand and identifies peak usage periods
    Topics Organizes discussion subjects and themes by category, displays trending topics by volume, and provides detailed interaction records for individual topics Identifies high-impact areas, emerging user needs, and enables detailed topic performance analysis
    Customer Tracks metrics and feedback to measure user experience Evaluates how well agents meet customer needs
    Resources Provides documentation and support materials for users Improves self-service capabilities and content effectiveness