Tracking metrics using the ITSM Virtual Agent analytics dashboard
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 |