Using user search metrics with Virtual Agent
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- UpdatedAug 3, 2023
- 2 minutes to read
- Vancouver
- Now Platform Capabilities
By using user search metrics with the Virtual Agent application, you can see your users' queries and the results from their searches. With these metrics, you can identify the areas where you can improve Virtual Agent to offer more meaningful search results.
- Which search results were not useful to the users?
- Which queries did not have any search results?
- Which were the most common queries from users?
- Which search results did the users select most often?
To access the User Search Metrics tab, you must have the chat analytics admin role or the chat analytics viewer role. The following example shows the data included in the User Search Metrics tab.

AI Search
Virtual Agent topics may use AI search to suggest helpful resources to the user. When a user enters a query, AI search provides the most relevant results by using intelligent query features. To know more about AI search, see AI Search . To integrate Virtual Agent with AI Search, see Improving the user experience with AI Search.
Contextual Search
Contextual search matches keywords to an existing database search to find potential matches to a query. Virtual Agent topics may use contextual search to resolve queries. For more information, see Maximizing code reuse with topic blocks.
Topic Links
Some Virtual Agent topics have links to useful resources that are embedded within them. When a user invokes one of these topics, the link shows up without having to do any back-end search.