generates comprehensive analytics reports on Virtual Agent conversations

[ChaseMillers]

PR Description:

A background script that generates comprehensive analytics reports on Virtual Agent conversations, providing insights into usage patterns, topic performance, and user engagement.

This script analyzes data from the ServiceNow Virtual Agent (VA) sys_cs_conversation table.

What It Does

The script:

1. Analyzes all Virtual Agent conversations within a specified time period (default: 30 days)
2. Generates statistics on topic usage, completion rates, and abandonment patterns
3. Breaks down conversation data by department, time of day, and user engagement
4. Identifies topics with high abandonment rates that may need improvement
5. Provides actionable recommendations based on the data
6. Calculates user engagement metrics including power users vs. casual users

Test:

Pull Request Checklist

Overview

• Put an x inside of the square brackets to check each item.
• I have read and understood the CONTRIBUTING.md guidelines
• My pull request has a descriptive title that accurately reflects the changes and the description has been filled in above.
• I've included only files relevant to the changes described in the PR title and description
• I've created a new branch in my forked repository for this contribution

Code Quality

• My code is relevant to ServiceNow developers
• My code snippets expand meaningfully on official ServiceNow documentation (if applicable)
• I've disclosed use of ES2021 features (if applicable)
• I've tested my code snippets in a ServiceNow environment (where possible)

Repository Structure Compliance

• I've placed my code snippet(s) in one of the required top-level categories:
  • Core ServiceNow APIs/
  • Server-Side Components/
  • Client-Side Components/
  • Modern Development/
  • Integration/
  • Specialized Areas/
• I've used appropriate sub-categories within the top-level categories
• Each code snippet has its own folder with a descriptive name

Documentation

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• The README.md includes:
  • Description of the code snippet functionality
  • Usage instructions or examples
  • Any prerequisites or dependencies
  • (Optional) Screenshots or diagrams if helpful

Restrictions

• My PR does not include XML exports of ServiceNow records
• My PR does not contain sensitive information (passwords, API keys, tokens)
• My PR does not include changes that fall outside the described scope

[github-actions]

👋 Unassigning @snamjosh due to inactivity (> 60 min without comments/reviews). This PR remains open for other reviewers.

[snamjosh]

Thank you for your contribution.
But, this is available with virtual agent analytics dashboard.

https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/administer/virtual-agent/concept/VA-dashboard-landing-page.html

[ChaseMillers]

Thank you for your contribution. But, this is available with virtual agent analytics dashboard.

https://www.servicenow.com/docs/bundle/zurich-conversational-interfaces/page/administer/virtual-agent/concept/VA-dashboard-landing-page-pae.html

Good to know, I'll check it out