generates comprehensive analytics reports on Virtual Agent conversations

Specialized Areas/Virtual Agent/Conversation Analyzer/README.md

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+# VA Conversation Analyzer
+
+A background script that generates comprehensive analytics reports on Virtual Agent conversations, providing insights into usage patterns, topic performance, and user engagement.
+
+## ⚠️ Important Note
+
+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
+
+## Use Cases
+
+- **Topic Performance Review**: Identify which topics are most/least effective
+- **Service Improvement**: Find topics with high abandonment for optimization
+- **Resource Planning**: Understand when and how users interact with VA
+- **Executive Reporting**: Generate comprehensive VA usage reports
+- **User Behavior Analysis**: Understand your user base's engagement patterns
+- **ROI Measurement**: Track VA adoption and success metrics
+
+## Sample Output
+
+```
+=== VA Conversation Analysis Report ===
+Analyzing conversations from last 30 days
+
+Total Conversations: 1,247
+
+=== Topic Statistics ===
+
+Top Topics by Conversation Count:
+-----------------------------------
+Password Reset
+  Total: 324 | Completed: 298 | Abandoned: 26 | Abandon Rate: 8.0% | Unique Users: 215
+
+Software Request
+  Total: 187 | Completed: 165 | Abandoned: 22 | Abandon Rate: 11.8% | Unique Users: 134
+
+Topics with High Abandonment (>30%):
+-------------------------------------
+⚠️ VPN Setup - 42.3% abandonment (11/26)
+⚠️ Printer Configuration - 35.7% abandonment (5/14)
+
+=== Department Statistics ===
+
+IT: 456 conversations (36.6%)
+HR: 298 conversations (23.9%)
+Finance: 189 conversations (15.2%)
+
+=== Time of Day Statistics ===
+
+Morning (6am-12pm): 423 (33.9%)
+Afternoon (12pm-5pm): 587 (47.1%)
+Evening (5pm-10pm): 201 (16.1%)
+Night (10pm-6am): 36 (2.9%)
+
+=== User Engagement Statistics ===
+
+Total Unique Users: 542
+Power Users (5+ conversations): 89
+Casual Users (<5 conversations): 453
+Average Conversations per User: 2.3
+
+=== Overall Statistics ===
+
+Total Conversations: 1,247
+Completed: 1,089 (87.3%)
+Abandoned: 158 (12.7%)
+Average Daily Conversations: 41.6
+
+
+## Configuration Options
+
+### Adjust Analysis Time Period
+```javascript
+// At the top of the script, modify:
+var config = {
+    daysToAnalyze: 30,  // Change to 7, 14, 60, 90, etc.
+    includeAbandoned: true,
+    includeCompleted: true,
+    minConversations: 5
+};
+```
+
+### Focus on Specific Topics
+```javascript
+// Add after line 15 (conversations.query()):
+conversations.addQuery('topic', 'specific_topic_sys_id');
+```
+
+### Filter by Department
+```javascript
+// Add department filter:
+conversations.addQuery('user.department', 'IT');
+```
+
+## Prerequisites
+
+- **ServiceNow Virtual Agent** plugin enabled (com.glide.cs)
+- Access to `sys_cs_conversation` table
+- Background script execution rights
+
+

Specialized Areas/Virtual Agent/Conversation Analyzer/conversation_analyzer.js

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+// ========================================
+// VA Conversation Analyzer - Background Script
+// ========================================
+// Purpose: On-demand analysis of Virtual Agent conversations
+// Usage: Run from Scripts - Background when you need immediate insights
+// Output: Detailed analytics report in system logs
+// ========================================
+
+(function analyzeConversations() {
+
+    // Configuration
+    var config = {
+        daysToAnalyze: 30,  // Analyze last 30 days
+        includeAbandoned: true,
+        includeCompleted: true,
+        minConversations: 5  // Minimum conversations to show in report
+    };
+
+    gs.info('=== VA Conversation Analysis Report ===');
+    gs.info('Analyzing conversations from last ' + config.daysToAnalyze + ' days');
+    gs.info('');
+
+    // Get all conversations in time range
+    var conversations = new GlideRecord('sys_cs_conversation');
+    conversations.addEncodedQuery('sys_created_on>=javascript:gs.daysAgoStart(' + config.daysToAnalyze + ')');
+    conversations.query();
+
+    var totalConversations = conversations.getRowCount();
+    gs.info('Total Conversations: ' + totalConversations);
+
+    if (totalConversations == 0) {
+        gs.info('No conversations found in the specified time period');
+        return;
+    }
+
+    // Analytics collections
+    var topicStats = {};
+    var userStats = {};
+    var departmentStats = {};
+    var timeStats = { morning: 0, afternoon: 0, evening: 0, night: 0 };
+    var totalAbandoned = 0;
+    var totalCompleted = 0;
+
+    // Process each conversation
+    conversations.query();
+    while (conversations.next()) {
+        var topicName = conversations.topic.getDisplayValue() || 'Unknown Topic';
+        var userId = conversations.getValue('user');
+        var state = conversations.getValue('state');
+        var timestamp = conversations.getValue('sys_created_on');
+
+        // Topic statistics
+        if (!topicStats[topicName]) {
+            topicStats[topicName] = {
+                total: 0,
+                abandoned: 0,
+                completed: 0,
+                users: {}
+            };
+        }
+        topicStats[topicName].total++;
+        topicStats[topicName].users[userId] = true;
+
+        if (state == 'abandoned') {
+            topicStats[topicName].abandoned++;
+            totalAbandoned++;
+        } else if (state == 'complete') {
+            topicStats[topicName].completed++;
+            totalCompleted++;
+        }
+
+        // User statistics
+        if (!userStats[userId]) {
+            userStats[userId] = 0;
+        }
+        userStats[userId]++;
+
+        // Department statistics
+        var department = getUserDepartment(userId);
+        if (!departmentStats[department]) {
+            departmentStats[department] = 0;
+        }
+        departmentStats[department]++;
+
+        // Time of day statistics
+        var timeSegment = getTimeSegment(timestamp);
+        timeStats[timeSegment]++;
+    }
+
+    // Print Topic Statistics
+    gs.info('');
+    gs.info('=== Topic Statistics ===');
+    gs.info('');
+
+    var topicArray = [];
+    for (var topic in topicStats) {
+        var stats = topicStats[topic];
+        topicArray.push({
+            name: topic,
+            total: stats.total,
+            abandoned: stats.abandoned,
+            completed: stats.completed,
+            uniqueUsers: Object.keys(stats.users).length,
+            abandonRate: ((stats.abandoned / stats.total) * 100).toFixed(1)
+        });
+    }
+
+    // Sort by total conversations
+    topicArray.sort(function(a, b) {
+        return b.total - a.total;
+    });
+
+    // Print top topics
+    gs.info('Top Topics by Conversation Count:');
+    gs.info('-----------------------------------');
+    topicArray.forEach(function(topic) {
+        if (topic.total >= config.minConversations) {
+            gs.info(topic.name);
+            gs.info('  Total: ' + topic.total + 
+                   ' | Completed: ' + topic.completed + 
+                   ' | Abandoned: ' + topic.abandoned + 
+                   ' | Abandon Rate: ' + topic.abandonRate + '%' +
+                   ' | Unique Users: ' + topic.uniqueUsers);
+        }
+    });
+
+    // Print topics with high abandonment
+    gs.info('');
+    gs.info('Topics with High Abandonment (>30%):');
+    gs.info('-------------------------------------');
+    var highAbandonmentFound = false;
+    topicArray.forEach(function(topic) {
+        if (parseFloat(topic.abandonRate) > 30 && topic.total >= config.minConversations) {
+            gs.info('⚠️ ' + topic.name + ' - ' + topic.abandonRate + '% abandonment (' + topic.abandoned + '/' + topic.total + ')');
+            highAbandonmentFound = true;
+        }
+    });
+    if (!highAbandonmentFound) {
+        gs.info('None - all topics performing well!');
+    }
+
+    // Print Department Statistics
+    gs.info('');
+    gs.info('=== Department Statistics ===');
+    gs.info('');
+
+    var deptArray = [];
+    for (var dept in departmentStats) {
+        deptArray.push({
+            name: dept,
+            count: departmentStats[dept]
+        });
+    }
+
+    deptArray.sort(function(a, b) {
+        return b.count - a.count;
+    });
+
+    deptArray.forEach(function(dept) {
+        var percentage = ((dept.count / totalConversations) * 100).toFixed(1);
+        gs.info(dept.name + ': ' + dept.count + ' conversations (' + percentage + '%)');
+    });
+
+    // Print Time of Day Statistics
+    gs.info('');
+    gs.info('=== Time of Day Statistics ===');
+    gs.info('');
+    gs.info('Morning (6am-12pm): ' + timeStats.morning + ' (' + ((timeStats.morning / totalConversations) * 100).toFixed(1) + '%)');
+    gs.info('Afternoon (12pm-5pm): ' + timeStats.afternoon + ' (' + ((timeStats.afternoon / totalConversations) * 100).toFixed(1) + '%)');
+    gs.info('Evening (5pm-10pm): ' + timeStats.evening + ' (' + ((timeStats.evening / totalConversations) * 100).toFixed(1) + '%)');
+    gs.info('Night (10pm-6am): ' + timeStats.night + ' (' + ((timeStats.night / totalConversations) * 100).toFixed(1) + '%)');
+
+    // Print User Engagement Statistics
+    gs.info('');
+    gs.info('=== User Engagement Statistics ===');
+    gs.info('');
+
+    var totalUsers = Object.keys(userStats).length;
+    var powerUsers = 0;
+    var casualUsers = 0;
+
+    for (var user in userStats) {
+        if (userStats[user] >= 5) {
+            powerUsers++;
+        } else {
+            casualUsers++;
+        }
+    }
+
+    gs.info('Total Unique Users: ' + totalUsers);
+    gs.info('Power Users (5+ conversations): ' + powerUsers);
+    gs.info('Casual Users (<5 conversations): ' + casualUsers);
+    gs.info('Average Conversations per User: ' + (totalConversations / totalUsers).toFixed(1));
+
+    // Print Overall Statistics
+    gs.info('');
+    gs.info('=== Overall Statistics ===');
+    gs.info('');
+    gs.info('Total Conversations: ' + totalConversations);
+    gs.info('Completed: ' + totalCompleted + ' (' + ((totalCompleted / totalConversations) * 100).toFixed(1) + '%)');
+    gs.info('Abandoned: ' + totalAbandoned + ' (' + ((totalAbandoned / totalConversations) * 100).toFixed(1) + '%)');
+    gs.info('Average Daily Conversations: ' + (totalConversations / config.daysToAnalyze).toFixed(1));
+
+
+    gs.info('');
+    gs.info('=== Analysis Complete ===');
+
+    // Helper functions
+    function getUserDepartment(userId) {
+        var user = new GlideRecord('sys_user');
+        if (user.get(userId)) {
+            return user.getDisplayValue('department') || 'Unknown';
+        }
+        return 'Unknown';
+    }
+
+    function getTimeSegment(timestamp) {
+        var dt = new GlideDateTime(timestamp);
+        var timeStr = dt.getDisplayValue();
+        var hour = parseInt(timeStr.split(' ')[1].split(':')[0]);
+
+        if (hour >= 6 && hour < 12) return 'morning';
+        if (hour >= 12 && hour < 17) return 'afternoon';
+        if (hour >= 17 && hour < 22) return 'evening';
+        return 'night';
+    }
+
+})();