0
6.3.9
Australia Patch 3, Australia, Zurich Patch 6, Zurich, Yokohama
Standalone Application
Usage Insights (renamed from User Experience Analytics) application provides an easy way to monitor usage analytics of your ServiceNow applications. Now includes support for AI Native Experiences and added support for chat conversations.
- Viewing session analytics
- Viewing user analytics
- Exploring session and users by creating queries
- Viewing page analytics and performance
- Viewing event analytics
- Segment metrics and views
- Viewing technical analytics (related to device, browser, resolution)
- Exporting data and reports
- Creating conversion reports - Funnels and cohorts
- Custom Dashboard creation
- Events editing
- Conversation analytics
- Cross-application conversion funnels
- Session-based and user-based funnels
- Previous period comparison
What's new?
- Conversations — A dedicated view of chat activity from chat assistants like Now asisst virtual agent, including total chat users, live agent transfers, and the full sequence of chat events from conversation start to response. Analyze trends over time and drill into any individual conversation.
- Cross-application conversion funnels — Build funnels where each step can belong to a different application, so you can follow a user journey as it spans multiple workspaces and portals.
- Session-based and user-based funnels — Choose whether steps must complete within one session (time-to-value) or across multiple sessions over time (overall task completion).
- Previous period comparison in conversion funnel — Compare completion rate, step conversion, and transition timing against a prior period. Each metric shows its delta, and a step comparison table breaks down engaged users, sessions, and conversion time side by side — turning a snapshot into an adoption trend.
- User Experience Analytics enabled
- Required Role: analytics_admin, analytics_viewer ['mobile_analytics_viewer', 'portal_analytics_viewer', 'core_ui_analytics_viewer', 'now_experience_analytics_viewer', 'ai_native_experience_analytics_viewer']