Use ITSM Virtual Agent Analytics dashboard

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

    • Use the ITSM Virtual Agent analytics dashboard to track chat volume and engagement patterns, identify trending topics by volume, drill into detailed topic performance, and measure customer satisfaction using AI transcripts and user feedback.

    You can access the ITSM Virtual Agent analytics dashboard from Service Operations Workspace (SOW) or Assistant Designer.
    • To access from SOW, you must have the itil role.
    • To access from Assistant Designer, you must have the itil and virtual_agent_admin roles.
    From SOW:
    1. Navigate to Workspaces > Service Operations Workspace.
    2. Select the Dashboard icon .
    3. In the IT Agent Dashboard, search for and select ITSM Virtual Agent analytics.

      The ITSM Virtual Agent analytics dashboard displays.

    ITSM Virtual Agent analytics dashboard
    From Assistant Designer:
    1. Navigate to All > Conversational Interfaces > Assistant Designer.

      The Assistant Designer screen appears.

    2. Select the Analytics tab in the top ribbon.
    3. In the left pane, select Related Dashboards.
    4. Select the ITSM Virtual Agent analytics dashboard.

      The ITSM Virtual Agent analytics dashboard displays.

    ITSM Virtual Agent analytics Assistant Designer