Version history for the Conversational Analytics on the ServiceNow Store.

Important: For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

Version history

Version 8.0.15 - May 2025
  • Changed: Minor modifications in UI
  • Fixed: Minor bugs
Version 8.0.12 - March 2025 (Yokohama)
Fixed minor bugs.
Version 8.0.11 - February 2025 (Yokohama)
  • 
New
:
    • Added drill-downs to the following visualizations on the Overview page
:
      • VA Success

      • Topic Category - Complete

      • Topic Category - Incomplete

      • User Feedback

      • Channel

      • Conversation end state

    • Added drill-down to the following visualization on the Topics page
: Spokes used

  • Fixed
 minor bugs

Version 8.0.7 - November 2024 (Xanadu)
  • New:
    • Added drill downs to the list of conversations from the Usage dashboard page.
    • Added drill downs to the Topic details page from the Overview and Topic pages.
    • Added a system property to hash user IDs on the dashboard pages.
  • Fixed: Minor bugs
Version 8.0.4 - August 2024 (Xanadu)
Minor bug fixes.
Version 6.1.0 - February 2024 (Washington DC)
  • Changed:
    • Notification conversations are excluded from analytics.
    • Consumer-less conversations are treated as guest conversations.
  • Removed: sn_ci_analytics.ca.allow_broadcast property has been removed.
Version 6.0.2 - November 2023
Minor fixes.
Version 6.0.1 - August 2023
  • New:
    • Added support for Next Experience UI.
    • Added drop-down in the Topics tab to view metrics based on selected categories.
  • Changed: In the Users tab, Unhashed User IDs display as Anonymous and Hashed User IDs display User ID of the user.
  • Minor fixes.
Version 5.2.1 - May 2023
Minor fixes.
Version 5.1.0 - February 2023
  • New: Conversation transcript .txt file: Conversation transcript downloadable file format has been changed to .txt file and includes ServiceNow Flow Designer Integration Hub (FDIH) debug logs for input and output controls, topic block information, flow action, and custom controls, to troubleshoot conversations.
  • Fixed: UX fixes
Version 4.3.0 - May 2023
Minor fixes.
Version 4.2.4 - November 2022
Fixes, based on priority.
Version 4.2.0 (Tokyo) - August 2022
New: Added the ability to download chat transcript.
Version 3.0.8 (San Diego) - August 2022
Minor fixes.
Version 2.1.27 (Rome) - August 2022
Minor fixes.
Version 3.0.5 - May 2022
  • Fixed:
    • Installation issue
    • Issue with export of custom events
    • Funnels - create, edit, and updateIssues in the Spokes tab
Version 3.0.3 - February 2022
  • New:
    • Added Click Metrics feature
    • Added VA Transcript feature
  • Fixed:
    • Issue regarding loading of Transcript header and icon when users view the first conversations transcript
    • Data not being displayed properly in User Search Metrics tab
    • Log error issue while processing Contextual Search Topic
    • Missing hashed user id and labels in the User detail page
    • Capitalised 'p' in NLU prediction tab text
    • Issue of scorecard difference count being shown in exponent values
    • Issue of Usage Search Metrics tab disappearing after every glide change upgrade
    • Removed Extra space below the Transcript preview
    • Preview conversations being processed
    • Overlap of Close icon with widget
    • Topics being incorrectly sorted in funnel builder in certain settings
    • Changing of transcripts when conversation messages do not exist in the instance
    • Transcripts not getting updated when users switch conversations
    • Decimal values being displayed for counts in all charts
    • Alignment and spacing of icons in IAR, topic details, custom events widgets
    • Incorrect representation of "Queries with no results" as "Queries with no clicks"
    • Missing borders and extra spaces in users table and usage widgets
    • Calendar date being reset to one week when user moves from "user detail page" to Users tab
    • Blank page when user tries to edit page in UIB from Virtual agent analytics page
Version 2.1.2 - December 2021
New: LUA metrics related to topic completion data is added.
Version 2.1.1 - October 2021
Fixed: Bug fixes.
Version 2.0.6 - August 2021
  • New:
    • Updated Issue Auto Resolution page
    • Added Deflection Metrics widgets
    • Introduced Funnel Builder capability
    • Replaced classic Query Builder with the VA condition builder
  • Fixed: Minor functional changes and fixes for list pagination, export functionality, and so on.
Version 1.1.0 - April 2021
Fixed: Security fixes.
Version 1.0.10 - February 2021
New: The Conversational Analytics Dashboard helps you improve Virtual Agent (VA) interactions with users by providing deep insights into conversational data. Discover which topics confuse users. Find out where users often transfer to live agents. The dashboard helps you refine your topics and increase the percentage of issues resolved by VA.