Conversational Analytics Dashboard is created from Next Experience Components. You can use the UI Builder to customize the dashboard provided you have chat_analytics_admin and ui_builder_admin roles.

The dashboard pages that ServiceNow® ships with the Conversational Analytics Dashboard have a protection-policy, which makes the dashboard pages read-only. However, you can copy the dashboard pages using the Duplicate menu option or create a variant of the default page in the UI Builder tool. After copying a page, you can customize the page content according to your requirements.

For information about using UI Builder, see UI Builder.

Note: The protection-policy is enforced to preserve dashboard pages for future upgrades. At any point, if you want to fall back to the default pages, you can delete the duplicate pages.