Now Assist Analytics Frequently Asked Questions

Sharon_Barnes

This FAQ addresses common questions about Now Assist Analytics dashboards and reporting capabilities. Whether you're tracking consumption, measuring adoption, or assessing business impact, this guide will help you understand what metrics are available and where to find them.

Helpful Resources

Consumption & Entitlements

Q: How can I see total consumption and measure it against our entitlements?

Yes, this information is available at the account level.

Navigate to: Subscription Management > Account Level Entitlements > Now Assist Usage.

Review the Account Level Summary reports to see the Total purchased assists and Available assists remaining.

Q: What actions are consuming our entitlements? Can I see which skills are being used?

Yes, you can see which skills are being used. However, there is currently no straightforward way to differentiate between custom and out-of-the-box (OOTB) skills. Here are two options, each providing increasing levels of detail:

Option 1: Summary Across All Instances

Navigate to: Subscription Management > Account Level Entitlements > Now Assist Usage

View the last chart on the page showing the number of assists by skill used per month or day.

Option 2: Per-Instance Level View

Navigate to: Now Assist Admin > Analytics > Usage and Adoption > Skill Group Distribution

Filter the breakdown by skill config and select "Other" to view most of the custom skills.

User Activity & Adoption

Q: Who is using Now Assist? Can I see which users are performing actions?

Yes, but this requires a custom report at the per-instance level.

Create a custom report using: [sys_gen_ai_usage_log] table

Report Configuration:

Type: Pivot table
Metrics: Count > Generative AI Usage Log & Sum > Assists
Group by: User & Skill Config ID.Name

Q: Can I see what records users are performing actions against (e.g., specific incident records)?

No, there is currently no way to measure this level of detail.

Q: How can I track user adoption rates?

You can view adoption metrics at the per-instance level.

Navigate to: Now Assist Admin > Analytics > Usage and Adoption

View report: Daily Unique Users Engaging with Now Assist

Time-Based Analysis

Q: Can I filter analytics by specific time periods (daily, weekly, monthly)?

Yes, Now Assist Analytics dashboards allow you to select custom time frame for analysis.

Measuring Value: Time Savings & Efficiency

Q: How does Now Assist calculate time saved from using AI features?

Now Assist provides two key value metrics based on industry-standard calculations: estimated reading time saved and estimated writing time saved.

Estimated Reading Time Saved

This metric measures time saved when users leverage AI-generated summaries instead of reading full records. It applies to:

Record summarization (incidents, cases, change requests)
Chat summarization

Calculation Formula:

(Word count of record contents - Word count of AI summary) / Read rate

Example: If a case record contains 420 words and the AI-generated summary is 180 words, the estimated time saved is (420-180)/240 = 1 minute.

Default read rate: 240 words per minute (industry average)

Customization: Create a system property named sn_na_analytics.rts.rate to set a custom read rate.

Note: Record contents include short description, description, priority, state, and activities.

Estimated Writing Time Saved

This metric estimates time saved when AI generates content that users would otherwise write manually. It applies to:

Knowledge Base article generation
Resolution notes generation
Incident and case creation from chat summarization

Calculation Formula:

(Word count of AI-generated response) / Write rate

Example: If AI-generated resolution notes contain 180 words, the estimated writing time saved is 180/40 = 4.5 minutes.

Default write rate: 40 words per minute (industry average)

Customization: Create a system property named sn_na_analytics.wts.rate to set a custom write rate.

Important Assumption: Calculations assume the AI-generated response is accepted in its entirety by the user.

Q: How does Now Assist measure deflection and self-service success?

Now Assist tracks query resolution status based on user feedback to measure the effectiveness of self-service capabilities.

Navigate to: Now Assist Analytics > Self-Solved Performance Dashboard

Query Resolution Status Categories:

Resolved: The user found the response useful and effective, OR the user didn't provide any feedback (assumed positive)
Not Resolved: The user indicated through negative feedback that the response was not useful or effective

This metric helps organizations understand how effectively Now Assist self-service capabilities are deflecting cases and tickets by resolving user queries without agent intervention.

Business Value & Operational Efficiency

Q: Can I measure the business impact and operational efficiency of Now Assist?

No, the following value metrics are not currently available in Now Assist Analytics:

Percentage decrease in human intervention for automated tasks
Average handling time (AHT) comparisons before and after Now Assist implementation for incidents, requests, or approvals
Percentage of tasks fully automated (where and when applicable)
Time to resolution improvements and SLA impact
Reduction in operational costs

To measure these business impact metrics, organizations will need to develop custom reports that correlate Now Assist usage data with existing operational metrics from their ITSM processes.

Quick Reference Summary

✓ Available Out-of-the-Box

Total consumption vs. entitlements
Skill usage breakdown
User adoption metrics
Time-based filtering

⚠ Requires Custom Reporting

User-level activity details

✗ Not Currently Available

Record-level activity tracking
Business impact metrics (AHT, time to resolution, cost savings)

Note: This FAQ is based on current Now Assist Analytics capabilities. Features and reporting options may be enhanced in future releases. For the most up-to-date information, consult ServiceNow documentation and release notes.