Platform Analytics dashboard to measure the utilization of (SOW) compared to Core UI

[VinayKumarKarne]

Hello ServiceNow Community,

I am working on a Platform Analytics dashboard to measure the utilization of Service Operations Workspace (SOW) compared to Core UI.

I have identified the following tables for this requirement:

• syslog_transaction
• sys_gen_ai_usage_log
• sys_user_group
• sys_user

The dashboard needs to provide answers to the following:

• How many agents use SOW or Core UI to work on and complete tickets?
• How many agents use AI features such as Incident Summarization and Resolution Notes Generation?
• Can we determine whether the AI features were used in SOW or Core UI?

Please let me know if these are the correct tables or if there is a better approach to track this information.

[abbasshaik4]

Hi @VinayKumarKarne,

Please refer to the link below:
Platform Analytics Migration Center guidelines and troubleshooting - Support and Troubleshooting

Solved: Platform Analytics Dashboard in Service Operations... - ServiceNow Community

If it is helpful, please mark it as helpful and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[VinayKumarKarne]

@abbasshaik4 Hi Thank you for inputs. However, I have to prepare a dashboard to compare sow vs core ui agents utilization report. Can you suggest me list of tables to prepare this one 

[abbasshaik4]

@VinayKumarKarne, please refer to this link - https://www.servicenow.com/docs/r/now-intelligence/par-dashboard-tables.html

If it is helpful, please mark it as helpful and accept the correct solution. Referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[VinayKumarKarne]

@abbasshaik4  Thank you for time and sharing product document. my ask was whether its possible to prepare the dashboard for comparing sow vs core ui. I got a chance to  check with ServiceNow Technical support team and they confirmed that Out of the Box solution is unavailable. Technician confirmed that  this is product gap and suggested custom field creation to capture the interaction for this requirement. I hope this will help you for future reference.

Thank you