Usage Insights

Use system properties to configure Usage Insights in Platform Analytics, ServiceNow Mobile Platform, Service Portal, and the Conversational Analytics area of Virtual Agent.

Review the results of a conversion funnel to review how users move through each step, where they drop off, and how the journey has changed compared with a previous period.

Review conversation metrics and trends in Usage Insights, segment them by dimensions such as country, and examine the sequence of events in an individual conversation.

Several roles are installed to distinguish the activities different users can perform within Usage Insights.

You can enable or turn off Usage Insights for specific Core UI, Next Experience, and Mobile applications on the Usage Insights Settings table.

An admin can configure which ServiceNow applications to track in the Usage Insights application as well as user tracking consent policies.

Consume the results of usage insights data exported via REST API, from the Kafka topic.

The conversations view brings ServiceNow Otto chat activity into Usage Insights. It reports engagement metrics such as total chat users, live agent transfers, and chat-related events — from starting a conversation to rendering a chat response to selecting a chat action.

Define the predetermined sequence of actions a group of users complete so you can track conversion rates at each step.

Conversion funnels outline a sequence of steps to measure user progression, identify drop-off points, and track the time taken for each transition. The cross-application capability eliminates the requirement for every step to be in the same application.

View conversion rates and trends in aggregate user behavior to uncover the reasons behind success or failure of a specific in-application user goal. Investigating a conversion funnel can help you measure and optimize the conversion rates of relevant processes within your application.

Usage Insights data export is a store app that enables you to programmatically export Usage Insights usage data from your ServiceNow instance for integration with your enterprise analytics platform.

Configure SSL encryption for your Kafka consumers by generating an instance-signed certificate and configuring your Kafka client with SSL to securely connect to the managed Hermes cluster and consume data export results.

Submit an export request to the Usage Insights data export API to extract usage data asynchronously and consume results from a Kafka topic.

Delete a cohort report that you no longer need.

Delete a funnel that you no longer need.

Edit cohort session data to include in your analysis.

Edit conversion funnel data to collect or steps to include in your analysis.

You can enable or turn off Usage Insights for all applications in Usage Insights Properties.

The ServiceNow Usage Insights application enables you to monitor how users interact with your ServiceNow Core UI, Next Experience, Mobile, and Service Portal applications, allowing product managers and applications owners to gain insight into usage and adoption.

You can export data records to CSV format. Exporting user and session lists, and other analytics data to CSV is available wherever you see the download icon ( CSV export download icon. ).

Drill down into usage data with standard and custom filters.

Conversion funnels are visual representations of the user path, tracking a specific sequence of actions. Use conversion funnels to measure and optimize the completion rates of relevant processes within your application.

Usage Insights matches funnel steps based on unique users, not sessions, allowing steps to span multiple sessions within a 30-day window.

You can graphically represent Usage Insights data in your custom Next Experience pages and inline dashboards once you install the Usage Insights Performance Analytics Integration  plugin from the  ServiceNow Store.

Page properties are metadata attributes that describe a page, such as the page name, owning team, language, or category. By enriching pages with properties, you can segment usage data by attributes that are meaningful to your organization instead of by page identifier alone.

View statistics and timeline details for a specific user session.

Instrument trackable click-action events of your choice directly in the UI with no coding necessary. Tag DOM elements in Service Portal, Next Experience, CoreUI applications. Or derive new custom events from existing active events.

Understand how to navigate the Usage Insights application, including the All Applications and individual application views.

The ServiceNow Usage Insights application enables you to monitor how users interact with your ServiceNow Core UI, Next Experience, Portal, and Mobile applications. Knowing how your users interact with these applications enables you to improve how you manage your ServiceNow instance.

Usage Insights relies on tracking user activity to measure the adoption, retention, and usage of KPIs to help you make better product and implementation decisions.

An individual can select to opt in or opt out of Usage Insights advanced tracking at any time.

If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is not supported for the Usage Insights application.

Roles and properties installed with Usage Insights.

View overall session statistics for a user, and event timeline details for a user's specific sessions.

Filter a page detail page by one or more page properties to see how usage differs across page attributes such as owner, category, or load time.

Monitor how users interact in your ServiceNow  web and mobile applications.

Use the utility icon for quick, in-context page usage metrics, offering faster access to analytics without leaving the page.

In addition to the default filters on the pages of the Usage Insights application, you can add filters based on user properties. This allows you to effectively segment your Usage Insights data to develop a deeper understanding of your users and their usage patterns. User properties-based filters are supported as global filters for all pages and objects in the Usage Insights application.

A cohort is a group of users separated from other users by similar traits or actions. Cohorts enable you to group users together based on common behavior to analyze how many users complete certain predetermined actions in a given time frame.

When Usage Insights is enabled, the ServiceNow Services Privacy Statement is linked by default. However, administrators can update the link to point to the organization privacy policy.

Create dashboards for Platform Analytics directly in Usage Insights. View dashboards that you create in Usage Insights directly in Platform Analytics.

Define the tracking consent policies for users within different countries. You can either select the same tracking consent policy for all countries, use the allocated default values, or define different consent policies for individual countries.

Detect your users' location by selecting and prioritizing a detection policy. You can also define the order in which these policies apply. There are predefined detection policies, but you can create custom scripts to give more flexibility to your definitions.

Administrators can edit the text that is displayed in the modal window when a user’s location is assigned to a Notice or Explicit Opt-In consent policy.

Durations in Usage Insights have specific calculations. Review these equations to understand the average duration per page and percentage time on site values.

View the settings within Usage Insights in the application navigator and control the Usage Insights settings for each mobile, web, and service portal application. Assigned users can create funnel and cohort reports within the Usage Insights application.

View settings within Usage Insights in the application navigator and control the Usage Insights settings for each mobile application. Assigned users have admin role permissions to be able to create funnel and cohort reports within the Usage Insights application.

View the settings under Usage Insights in the application navigator and control the Usage Insights settings for each web application. Assigned users have admin role permissions to create funnel and cohort reports from within the Usage Insights application.

View Usage Insights in the application navigator. Assigned users have viewer role permissions for Usage Insights for mobile and web applications.

View Usage Insights in the application navigator. Assigned users have viewer role permissions for Usage Insights for mobile applications.

View Usage Insights in the application navigator. Assigned users have viewer role permissions for Usage Insights for web applications.

To track client-side user activity, Usage Insights uses the SNAnalytics JavaScript SDK that is embedded in Platform Analytics, Core UI, and the Service Portal.

Usage Insights tracks data from several sources, including web and mobile analytics fields and client-side cookies.

Usage Insights collects data from mobile applications on your mobile device. These tables list fields that are tracked in the mobile applications. Reports and charts are generated from these fields.

Usage Insights collects data from web applications. These tables list the fields that are tracked. Reports and charts are generated from these fields.

Understand what happens when you opt out of the consent pop-up in the Usage Insights UI

There are five types of tracking consent policies that you can define for individual countries. This option provides you with the flexibility to define tracking policies according to your own compliance requirements, applicable country requirements, and even according to users or roles.

View a list of all countries with their assigned consent policies and select a country to update its existing policy.

View and analyze details regarding users and their tracking selection preferences.

View user analytics event occurrences to help you analyze core steps within your business processes.

Navigation paths enable you to quickly understand and isolate users' journeys through your web or mobile application. Assess the most and least common navigation paths your users take and how you can improve them.

The Pages module for UI Analysis in Usage Insights shows analytics specific to pages on the web-based UI in terms of page use and navigation. View user action, performance, and navigation details for each web page to identify pages where users might be having issues and optimize workflows accordingly.

User retention reports help you understand how often your users visit your application to better understand if it meets your users' needs and expectations.

The Usage Insights Sessions page in the Data Foundation module lists filterable application sessions you can drill down into for more detailed insights. Refine the sessions list to focus on data such as selected screens or events for your application.

The Users page within the Data Foundation module enables views of individual user journeys through your applications, from their first session to the most recent within the defined date range.