Virtual Agent Interaction Count Mismatch between dashboard and based table - Support and Troubleshooting

Virtual Agent Interaction Count Mismatch between dashboard and based table Problem There is a mismatch in metrics between the conversation count on the Conversation Dashboard and the backend table interaction.

Root Cause Not all records on the conversations were processed. Analytics only processed some records as there are some ignore due to formula override.

Steps to Resolve Not always the same amount of records on based tables are the same on the dashboards. Be sure to review formula overrides to avoid that happens in a future as that is part of the implementation/setup before to use virtual agent analytics. For more information review

Conversational Analytics Dashboard => https://www.servicenow.com/docs/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/concept/VA-dashboard-landing-page.html