Use ITSM Virtual Agent Analytics dashboard

---
title: Use ITSM Virtual Agent Analytics dashboard
description: Use the ITSM Virtual Agent analytics dashboard to track chat volume and engagement patterns, identify trending topics by volume, drill into detailed topic performance, and measure customer satisfaction using AI transcripts and user feedback.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/now-assist-for-it-service-management-itsm/using-itsm-conversational-analytics-dashboard.html
release: australia
product: Now Assist for IT Service Management \(ITSM\)
classification: now-assist-for-it-service-management-itsm
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [Now Assist, agentic AI, generative AI, Gen AI]
breadcrumb: [ServiceNow Otto for IT Service Management \(ITSM\), IT Service Management]
---

# Use ITSM Virtual Agent Analytics dashboard

Use the ITSM Virtual Agent analytics dashboard to track chat volume and engagement patterns, identify trending topics by volume, drill into detailed topic performance, and measure customer satisfaction using AI transcripts and user feedback.

You can access the ITSM Virtual Agent analytics dashboard from Service Operations Workspace \(SOW\) or Assistant Designer.

-   To access from SOW, you must have the itil role.
-   To access from Assistant Designer, you must have the itil and virtual\_agent\_admin roles.

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**From SOW:**1.  Navigate to **Workspaces** &gt; **Service Operations Workspace**.
2.  Select the Dashboard icon \[Omitted image "now-assist-itsm-va-dashboard-icon.png"\] Alt text:.
3.  In the IT Agent Dashboard, search for and select **ITSM Virtual Agent analytics**.

The ITSM Virtual Agent analytics dashboard displays.


\[Omitted image "now-assist-itsm-va-itagent-dashboard.png"\] Alt text: ITSM Virtual Agent analytics dashboard

</td></tr><tr><td>

**From Assistant Designer:**1.  Navigate to **All** &gt; **Conversational Interfaces** &gt; **Assistant Designer**.

The Assistant Designer screen appears.

2.  Select the **Analytics** tab in the top ribbon.
3.  In the left pane, select **Related Dashboards**.
4.  Select the ITSM Virtual Agent analytics dashboard.

The ITSM Virtual Agent analytics dashboard displays.


\[Omitted image "now-assist-itsm-assistant-designer-analytics.png"\] Alt text: ITSM Virtual Agent analytics Assistant Designer

</td></tr></tbody>
</table>-   **[ITSM Virtual Agent Analytics reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-va-analytics-reference.md)**  
Reference information for scheduled jobs that collect ITSM Virtual Agent analytics data and scripts that configure topic clustering.

**Parent Topic:**[ServiceNow Otto for IT Service Management \(ITSM\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm.md)