Use the Now Assist in Virtual Agent Analytics dashboard to monitor the performance of Now Assist in Virtual Agent as a self-service deflection tool.

Now Assist in Virtual Agent Analytics

The Now Assist in Virtual Agent Analytics dashboard provides metrics that you can use to track the effectiveness of Now Assist in Virtual Agent as a self-service deflection tool. The dashboard provides insights into the conversations so that you can see how well Now Assist in Virtual Agent understood and resolved user queries. Dashboard metrics, for example, can reveal the following:
  • The percentage of user queries that Now Assist responded to given the total number of queries
  • Resolution status of user queries based on the feedback provided by the user
  • The deflection rate in a given period

You can view the dashboard in the Platform Analytics Workspace. See Platform Analytics for Workspaces for more information on accessing, navigating, and managing the dashboard.

Figure 1. Now Assist in Virtual Agent Analytics dashboard
Now Assist in the Virtual Agent Analytics dashboard.

Dashboard metrics

Total Number of Queries

This area of the dashboard shows the total number of user queries received by Now Assist in Virtual Agent. In a conversation, when the user selects other list items such as Show next answer and Show more results, the user input is considered as part of the same query. When Now Assist detects an intent switch, for example, if the user types a different query or selects Start a new conversation, it's counted as a new query.

Figure 2. Total Number of Queries widget
Total number of queries widget.
Total Number of Query Responses

This area of the dashboard shows the total number of responses where Now Assist in Virtual Agent presented content for the users to review. If no content is presented in the response, the query is marked as No Response Provided.

Figure 3. Total Number of Query Responses widget
Total number of query responses widget.
Query Resolution Status
This area of the dashboard shows the resolution status of user queries that is determined based on the feedback provided by users on the query response.
  • Resolved: Indicates that the user found the response to be useful and effective or the user didn't provide any feedback.
  • Not Resolved: Indicates that the user didn't find the response presented by Now Assist to be useful and indicated this response through negative feedback.
  • No Response Provided: Indicates that no response was presented to the user query.
Figure 4. Query Resolution Status widget
Query resolution status widget.
Deflection Rate

This area of the dashboard shows the percentage of user queries resolved by Now Assist in Virtual Agent. The deflection percentage is calculated using the following formula: (Number of resolved queries/Total number of query responses) x 100.

Figure 5. Deflection Rate widget
Deflection rate widget.