Use ITSM Virtual Agent Analytics dashboard
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 Image omitted: now-assist-itsm-va-dashboard-icon.png 3. In the IT Agent Dashboard, search for and select ITSM Virtual Agent analytics. . The ITSM Virtual Agent analytics dashboard displays. Image omitted: now-assist-itsm-va-itagent-dashboard.png ITSM Virtual Agent analytics dashboard</p></td></tr><tr><td><p><strong>From Assistant Designer:</strong>1. Navigate to <strong>All</strong> > <strong>Conversational Interfaces</strong> > <strong>Assistant Designer</strong>.</p> The Assistant Designer screen appears.
The ITSM Virtual Agent analytics dashboard displays. Image omitted: now-assist-itsm-assistant-designer-analytics.png ITSM Virtual Agent analytics Assistant Designer</p></td></tr></tbody>
Parent Topic:Now Assist for IT Service Management (ITSM) |