Get updates to the Conversational Analytics dashboard from the ServiceNow Store. Use this dashboard to gain insights on Virtual Agent (VA) chats with customers.

Before you begin

Note: Starting with the San Diego release, the Conversational Analytics app is automatically installed when you initially activate the Glide Virtual Agent (com.glide.cs.chatbot) plugin. Subsequent updates for this app must be downloaded and installed from the ServiceNow Store.

Conversational Analytics dashboard is not available for on-premise installation.

Using the Conversational Analytics dashboard may incur Integration Hub transaction costs. This transaction metering was unintended and will be removed in an upcoming release. If the issue persists, please create a case for our Customer Service and Support team.

Role required: Chat Analytics Admin

Procedure

  1. Confirm that your instance has the Glide Virtual Agent plugin [com.glide.cs.chatbot] activated.
    Starting with the San Diego release, the Conversational Analytics Dashboard app is automatically installed when you activate the Glide Virtual Agent plugin [com.glide.cs.chatbot].
  2. Go to the ServiceNow Store, and search for analytics.
  3. Select the latest version of Conversational Analytics Dashboard.
    The store installs the updates to the Virtual Agent Analytics Dashboard and the Analytics data configuration tools. The plugin name is com.sn.conversational.analytics and the scope name is sn_ci_analytics. Some of the main tables for the Conversational Analytics Dashboard include:
    TableDescription
    sn_ci_analytics_conversation The main table for conversations. It lists Virtual Agent conversations.
    sn_ci_analytics_event List of events. An event is something that happens, for example, an actionable notification. The dashboard can display analytics about default events or ones you create. For more information, see Set up custom events.
    sn_ci_analytics_event_prop List of values used in events.
    sn_ci_analytics_formula_override Lists formula overrides for properties used by the dashboard. For more information, see Set up custom definitions.
    Note: You do not need a license or a plugin for Performance Analytics.