Use this tutorial to get familiar with the Conversational Analytics Dashboard.

Before you begin

Role required: Chat Analytics Viewer (chat_analytics_viewer)

Note: This tutorial is intended for use in your own instance. Test instances can be used but may not provide meaningful feedback unless they contain pre-loaded data.

Procedure

  1. Navigate to All > Conversational Interfaces > Conversational Analytics > Virtual Agent Dashboard.
    The Overview tab on the dashboard appears. The Topic flows completed scorecard shows that the number of users completing all the nodes in a topic has decreased. I'd like to know why.
  2. In the Topics visualization, click Incomplete.

    Incomplete topics displayed in Virtual Agent dashboard.

    I see that users did not complete the Testing Topic the most times, 14. So, I want to find out where the user got lost.

  3. Click the Testing Topic bar to drill down on that topic.

    The Topic details page opens. In the Total completion scorecard, the example shows that Virtual Agent (VA) resolved 15 conversations but couldn't resolve 5 conversations. The Live Agent Transfer scorecard shows that no one transferred to a live agent. The Last visited node scorecard shows the three nodes in the topic where the user abandoned the conversation: Start, Testing, and link to requested screen. Review those nodes to clarify the communication or add a different intent.

    The Topics > Topic details subtab shows topic usage, topic completion, live agent transfers, and the last visited node.

    No conversations in this topic transferred from VA to a live agent. But I wonder if there are topics where users did transfer.

  4. Click the Conversations tab.
    The Conversations tab displays all the conversations within the specified date range. I decide to use filters to see only the conversations that VA transferred to a live agent.
  5. Select Live Agent Transfer.

    I notice that the condition builder automatically entered the filter parameters, setting Type to VA to LA.

    Conversation filter editor showing "Type is any of VA to LA"..

    I'd like to know which topic node the user last visited before transferring to a live agent.

  6. Click a conversation date.

    The conversation details appear.

  7. Expand the Greetings action in the Timeline tab.

    I see that the last node the user visited was Send Topic Picker. Now, I know I should revise that node in that topic.

    Conversation details Timeline tab with greetings topic details open.

    I decide to see which topics are working better.

  8. Select the VA Success filter.
    The list contains conversations that VA was able to resolve. Perhaps I want to find out if the problem resolution took too long.
  9. To add a condition, click View/edit filter and use the condition builder in the Filter Editor pop-up window. You can either select a default filter from the list or create a new filter condition.
  10. Select Duration for the condition, the greater-than sign for the operator, enter 180 for the number of seconds, and click Run.
    The list shows VA conversations that lasted over three minutes. It's a small percentage of all the conversations. So, I conclude the topic is working well.

    Finally, I want to know which topics are most and least used so I know what topics to prioritize.

  11. Click the Topics tab.
    The Topics page shows the best and worst performing topics.

    Virtual Agent conversation Topics tab displaying best and worst performing topics.