Usage calculation of self-service experiences
Calculates usage across self-service experiences, including Service Portals, Engagement Messenger, Community, and Web Embeddables. The dashboard displays the total of aggregated sessions across all self-service experiences.
Service portals, Engagement Messenger, and Community usage calculation
Service portals, Engagement Messenger, and Community are billed for the aggregate number of sessions in a month generated by unauthenticated-guest and authenticated-external users (internal users are excluded). Total sessions in a month is the sum of guest user sessions and external user sessions after deducting search engine bot sessions.
To view the Customer Portal Usage dashboard, navigate to All > Customer Service > Administration > Portal Usage.
Note: This definition tracks usage of self-service experiences based on the user roles and ignores usage of non CSM portals or roles. Sessions are tracked for the following roles:
- External roles: sn_esm_user, sn_customerservice.requester, sn_communities.community_user
- Internal roles: sn_customerservice.self_contributor
- Unauthenticated roles: Guest
A user session is a period of activity on the self-service experiences by any of the following session types:
- Guest session: Session where the user isn't logged in
- Bot session: Separate count of sessions generated due to bots and crawlers
- External session: Session where the user is an external user, typically a customer, or consumer who is logged in
The aggregate session count is based on the following calculations:[Omitted image "aggregate-session-count-csp.png"] Alt text: The infographic displays the calculation for aggregate session count by subtracting guest sessions and bot sessions, and then adding external sessions.
A user session times out after a specific period of inactivity.
User access to the self-service experiences is tracked as follows: per session, per day, and per experience. If the same user logs in from multiple browsers or devices, each login is counted as a separate session. Each first call of a page in an experience starts a session and, the usage metrics are calculated for the 24 hours window.
The default session timeout is 30 minutes. This setting can be adjusted using a system property. For more information about modifying the session timeout setting, see Manage user sessions.
-
Site session calculation examples
A user logs in, logs out, and then logs in again.
Step User activity Billable count incremented 1 User visits the experience as an anonymous or guest user Yes 2 User logs in No 3 User logs out No 4 User logs in immediately after logging out Yes A user logs in and continues the session past midnight:
Step User activity Billable count incremented 1 User visits the experience as an anonymous or guest user Yes 2 User logs in No 3 User session continues past midnight Yes 4 User logs out No
Web Embeddables sessions usage calculation
Web Embeddables sessions are also billed for the aggregate number of sessions in a month generated by external users (users with sn_esm_user role or sn_customerservice.requestor) and unauthenticated guest or visitor users (snc_visitor role).
To view the dashboard, navigate to All > Customer Service > Administration > Portal Usage.
Note: This definition tracks usage of Web Embeddables based on the user roles and ignores usage of non CSM portals or roles. Sessions are tracked for the following roles:
- External roles: sn_esm_user, sn_customerservice.requester
- Unauthenticated roles: Guest and snc_visitor
A user session is a period of activity on Web Embeddables component on the third-party website by any Web Embeddables component. The following session types:
- Web Embeddables authenticated external session: Session where the user is logged in and role is sn_esm_user role or sn_customerservice.requestor accessing through an embeddable component.
- Web Embeddables guest session: Session where the user is not logged in or is OTP verified to access the submitted requests.
The aggregate session count is based on the following calculations:[Omitted image "we_session_count_formula.png"] Alt text: The infographic displays the calculation for aggregate session count by adding guest sessions and external sessions.
User access to the Web Embeddables component is tracked as follows: per session, per day, and per module. If the same user logs in from multiple browsers or devices, each login is counted as a separate session. Each first call of a Web Embeddables component starts a session, and the usage metrics are calculated for the 24 hours window.
The default session timeout is 30 minutes. This setting can be adjusted using a system property. For more information about modifying the session timeout setting, see Manage user sessions.
-
Site session calculation examples
A user logs in, logs out, and then logs in again.
Step User activity Billable count incremented 1 User visits the Web Embeddables as an anonymous or guest user Yes 2 User logs in Yes 3 User logs out No 4 User logs in immediately after logging out Yes A user logs in and continues the session past midnight:
Step User activity Billable count incremented 1 User visits the Web Embeddables as an anonymous or guest user Yes 2 User logs in Yes 3 User session continues past midnight Yes 4 User logs out No
---
title: Usage calculation of self-service experiences
description: Calculates usage across self-service experiences, including Service Portals, Engagement Messenger, Community, and Web Embeddables. The dashboard displays the total of aggregated sessions across all self-service experiences.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-portal-user-sessions-timeouts\_2.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 4
breadcrumb: [Portal reference, Reference, Customer Service Management]
---
# Usage calculation of self-service experiences
Calculates usage across self-service experiences, including Service Portals, Engagement Messenger, Community, and Web Embeddables. The dashboard displays the total of aggregated sessions across all self-service experiences.
## Service portals, Engagement Messenger, and Community usage calculation
Service portals, Engagement Messenger, and Community are billed for the aggregate number of sessions in a month generated by unauthenticated-guest and authenticated-external users \(internal users are excluded\). Total sessions in a month is the sum of guest user sessions and external user sessions after deducting search engine bot sessions.
To view the Customer Portal Usage dashboard, navigate to **All** > **Customer Service** > **Administration** > **Portal Usage**.
**Note:** This definition tracks usage of self-service experiences based on the user roles and ignores usage of non CSM portals or roles. Sessions are tracked for the following roles:
- External roles: sn\_esm\_user, sn\_customerservice.requester, sn\_communities.community\_user
- Internal roles: sn\_customerservice.self\_contributor
- Unauthenticated roles: Guest
A user session is a period of activity on the self-service experiences by any of the following session types:
- Guest session: Session where the user isn't logged in
- Bot session: Separate count of sessions generated due to bots and crawlers
- External session: Session where the user is an external user, typically a customer, or consumer who is logged in
The aggregate session count is based on the following calculations:\[Omitted image "aggregate-session-count-csp.png"\] Alt text: The infographic displays the calculation for aggregate session count by subtracting guest sessions and bot sessions, and then adding external sessions.
A user session times out after a specific period of inactivity.
User access to the self-service experiences is tracked as follows: per session, per day, and per experience. If the same user logs in from multiple browsers or devices, each login is counted as a separate session. Each first call of a page in an experience starts a session and, the usage metrics are calculated for the 24 hours window.
The default session timeout is 30 minutes. This setting can be adjusted using a system property. For more information about modifying the session timeout setting, see [Manage user sessions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/c_ManageUserSessions.md).
- **Site session calculation examples**
A user logs in, logs out, and then logs in again.
|Step|User activity|Billable count incremented|
|:---|:------------|:-------------------------|
|1|User visits the experience as an anonymous or guest user|Yes|
|2|User logs in|No|
|3|User logs out|No|
|4|User logs in immediately after logging out|Yes|
A user logs in and continues the session past midnight:
|Step|User activity|Billable count incremented|
|:---|:------------|:-------------------------|
|1|User visits the experience as an anonymous or guest user|Yes|
|2|User logs in|No|
|3|User session continues past midnight|Yes|
|4|User logs out|No|
## Web Embeddables sessions usage calculation
Web Embeddables sessions are also billed for the aggregate number of sessions in a month generated by external users \(users with sn\_esm\_user role or sn\_customerservice.requestor\) and unauthenticated guest or visitor users \(snc\_visitor role\).
To view the dashboard, navigate to **All** > **Customer Service** > **Administration** > **Portal Usage**.
**Note:** This definition tracks usage of Web Embeddables based on the user roles and ignores usage of non CSM portals or roles. Sessions are tracked for the following roles:
- External roles: sn\_esm\_user, sn\_customerservice.requester
- Unauthenticated roles: Guest and snc\_visitor
A user session is a period of activity on Web Embeddables component on the third-party website by any Web Embeddables component. The following session types:
- Web Embeddables authenticated external session: Session where the user is logged in and role is sn\_esm\_user role or sn\_customerservice.requestor accessing through an embeddable component.
- Web Embeddables guest session: Session where the user is not logged in or is OTP verified to access the submitted requests.
The aggregate session count is based on the following calculations:\[Omitted image "we\_session\_count\_formula.png"\] Alt text: The infographic displays the calculation for aggregate session count by adding guest sessions and external sessions.
User access to the Web Embeddables component is tracked as follows: per session, per day, and per module. If the same user logs in from multiple browsers or devices, each login is counted as a separate session. Each first call of a Web Embeddables component starts a session, and the usage metrics are calculated for the 24 hours window.
The default session timeout is 30 minutes. This setting can be adjusted using a system property. For more information about modifying the session timeout setting, see [Manage user sessions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/c_ManageUserSessions.md).
- **Site session calculation examples**
A user logs in, logs out, and then logs in again.
|Step|User activity|Billable count incremented|
|:---|:------------|:-------------------------|
|1|User visits the Web Embeddables as an anonymous or guest user|Yes|
|2|User logs in|Yes|
|3|User logs out|No|
|4|User logs in immediately after logging out|Yes|
A user logs in and continues the session past midnight:
|Step|User activity|Billable count incremented|
|:---|:------------|:-------------------------|
|1|User visits the Web Embeddables as an anonymous or guest user|Yes|
|2|User logs in|Yes|
|3|User session continues past midnight|Yes|
|4|User logs out|No|
| title | Usage calculation of self-service experiences |
| description | Calculates usage across self-service experiences, including Service Portals, Engagement Messenger, Community, and Web Embeddables. The dashboard displays the total of aggregated sessions across all self-service experiences. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/csm-portal-user-sessions-timeouts\_2.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 4 |
| breadcrumb | Portal referenceReferenceCustomer Service Management |