Configure Virtual Agent topics for ITSM Success Dashboard indicators

---
title: Configure Virtual Agent topics for ITSM Success Dashboard indicators
description: Map Virtual Agent topics other than base system topics to deflection patterns so data displays correctly in ITSM Success Dashboard indicators.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/itsm-success-dashboard-indicators/instrument-virtual-agent-sdb.html
release: brazil
product: ITSM Success Dashboard Indicators
classification: itsm-success-dashboard-indicators
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure Virtual Agent topics for ITSM Success Dashboard, ITSM Success Dashboard Admin console, Configure, ITSM Success Dashboard indicators, IT Service Management]
---

# Configure Virtual Agent topics for ITSM Success Dashboard indicators

Map Virtual Agent topics other than base system topics to deflection patterns so data displays correctly in ITSM Success Dashboard indicators.

## Before you begin

Role required: admin

## About this task

Map the topics with deflection patterns of the **ITSM VA Default** deflection tracker. Deflection trackers help analyze the performance of a conversation and how helpful Virtual Agent topics are for users.

Modify the URL for the **Link Output** in a topic to set the referrer to VA. When a catalog item is submitted, the item is calculated as a submission from Virtual Agent.

## Procedure

1.  Navigate to **All** > **Virtual Agent** > **Designer**.

2.  Select the topic for which you want to add the deflection tracker.

3.  Enable the flow chart view by turning off the **Table View** toggle switch.

4.  Move the **Deflection** node from the **Utilities** section to the place in the flowchart where you want to add the deflection pattern.

5.  Enter the following details in the Deflection Properties pane.

<table id="table_tbt_4rj_25b"><thead><tr><th>

Field

</th><th>

Value

</th></tr></thead><tbody><tr><td>

Deflection Configuration

</td><td>

ITSM VA Default

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

Deflection Pattern

</td><td>

-   **ITSM VA-Self-Resolving:** Select when the topic node indicates that Virtual Agent resolves the user problem without creating an IT ticket \(incident or request\). This pattern contributes to the Self-solved KPIs.
-   **ITSM VA-Triage &amp; Created:** When the node in the topic indicates that an IT ticket \(incident or request\) was submitted using Virtual Agent and consequently contributing to the call deflection KPIs.


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

Activity Table

</td><td>

Table where the deflection activity occurs. This table is associated with the primary activity table. For more information, see [Create deflection configurations and patterns](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/set-up-deflection-settings-va.md).

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

Activity Ids

</td><td>

List of comma-separated activity system IDs.

</td></tr></tbody>
</table>6.  Select **Save**.

7.  Select **Link Output** in the flow chart.

8.  Select the URL in the **Link** field in the Link response pane.

9.  Append the URL with `&referrer=va`.

10. Select **Save**.


**Parent Topic:**[Configure Virtual Agent topics for ITSM Success Dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/itsm-success-dashboard-indicators/configure-va.md)

**Related topics**  


[Tracking deflections using deflection topic blocks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/deflections-virtual-agent.md)

[Create deflection configurations and patterns](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/set-up-deflection-settings-va.md)