Virtual Assistant Historical Analytics
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
Virtual Assistant Historical Analytics provides comprehensive performance reporting for Virtual Assistants, integrated directly into Vonage Contact Center (VCC) Historical Analytics.
Key capabilities:
Analyze VA session outcomes (completion, escalation, abandonment).
Identify problematic intents and parameters.
Investigate individual session details.
Track custom outcomes through tags.
Assess Knowledge AI performance (if applicable).
Session outcomes require tag configuration in AI Studio
Session results (Resolved, Escalated, Abandoned) shown across VA Historical Analytics dashboards depend on how your VA flows are configured in AI Studio. For details on how session results are determined and how to set them up correctly, see the Session outcomes section below.
Prerequisites
Requirement | Details |
|---|---|
Historical Analytics license | Users who need to view existing dashboards or schedule dashboard reports require a Historical Analytics Viewer license. Users who need to create custom dashboards require a Historical Analytics Creator license. |
Virtual Assistant feature | The Virtual Assistant feature must be enabled on your account. |
Virtual Assistant Historical Analytics feature | The Virtual Assistant Historical Analytics feature must be enabled on your account. |
Virtual Assistant applet | The Virtual Assistant applet must be configured within a VCC Interaction Plan with the correct API credentials, and the AI Studio agent must be published and connected to your VCC account. Without this configuration, session data will not appear in the dashboards. For more information, see the Virtual Assistant applet and Setting up routing interactions to Vonage AI Studio Virtual Assistant. |
Session result configuration | For session results to appear accurately in the dashboards, your VA flows in AI Studio must include nodes tagged with the system “Resolution” or “Escalated” tag categories. These categories are predefined in every Virtual Assistant. Sessions whose last tagged node uses neither category, or sessions with no tagged nodes at all, are recorded as “Abandoned”. Naming restriction You cannot create new tag categories using these exact names. This restriction is case sensitive. |
NLU compatibility | Your Virtual Assistant must use Traditional NLU or Hybrid NLU. Agentic NLU is not supported. |
Limitations
Limitation | Details |
|---|---|
Outbound calls | Session data from outbound calls initiated by the VA is not captured in VA Historical Analytics. |
NLU compatibility | This feature supports Traditional NLU and Hybrid NLU engines only. Agentic NLU Virtual Assistants are not supported. |
Regional availability | This feature is available in the NAM and EMEA regions only. APAC accounts do not currently have access to VA Historical Analytics. |
Data availability | This feature provides historical analytics only. Data is uploaded in 4-hour batches. Real-time performance tracking and automated threshold alerts are not available. |
Dashboards
VA Historical Analytics includes seven pre-built dashboards providing comprehensive VA performance visibility. Default dashboards are owned by Vonage and cannot be modified. You can copy a default dashboard and customize it, or build your own from scratch. For more information, see Using Historical Analytics.
Knowledge AI dashboard availability
This dashboard only applies to VAs with integrated Knowledge AI functionality.
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Empty dashboards after activation
If dashboards appear empty after activation, verify that your Virtual Assistant is actively handling customer sessions and that sufficient time has passed for data collection. Data is uploaded in 4-hour batches.
Session outcomes
Every VA session recorded in VA Historical Analytics is assigned one of three results:
Session result | Description |
|---|---|
Resolved | The VA successfully addressed the caller's issue without a live agent’s assistance. |
Escalated | The session was transferred to a live agent. |
Abandoned | The caller disconnected before resolution or escalation. |
Session results are determined by the Resolution and Escalated system tag categories in AI Studio (canvas > Properties > Tags). These categories are empty by default. To record sessions as Resolved or Escalated, create custom tags under the relevant category and attach them to the appropriate nodes in your VA flow.
Last tagged node category | Session result |
|---|---|
Resolution | Resolved |
Escalated | Escalated |
Any other category, or no tagged nodes | Abandoned |
Unconfigured flows recorded as Abandoned
If your VA flows are not configured with the Resolution and Escalated tag categories, all sessions will appear as Abandoned. For setup instructions, see Tags in the Vonage AI Studio documentation.
Dashboard filters
Each VA Historical Analytics dashboard provides the same set of filters, covering time period, VA identity (API key, ID, name), communication channel, language, and session event type. For full filter details, see the individual dashboard pages.
Best Practice:
If dashboards appear empty, verify that:
The Virtual Assistant applet is correctly configured within your VCC interaction plan.
Your date range includes dates with completed VA sessions.
The correct VA is selected (if you have multiple VAs).
Your Virtual Assistant is actively handling sessions.
Sufficient time has passed for the data to process, as data is uploaded in 4-hour batches.
Fields
Enabling Virtual Assistant Historical Analytics adds the Virtual Agent (VA) explore and its associated fields to Historical Analytics. You can use these fields to build custom dashboards for your Virtual Assistant.
For more information, see Virtual Agent (VA) subexplores.