Metrics for measuring Service Portal user engagement

ElizaDC · ‎09-20-2016

As we draw near deploying Service Portal within our organization, our team is trying to come up with metrics on how Service Portal has been accepted by our users and how engaged are they into utilizing the portal. Any metric suggestion and recommendation is much appreciated!

Erich Zirnhelt · ‎09-21-2016

Hi Eliza,

the metrics are not available in the product, so we built the logic and data model ourselves.

Basically, certain events, like chosen clicks, pageloads and searches, write to a tracking table we defined. We've embedded the capture code into all the pages and widgets we need to track.

The records we write include such data as:

Session ID - so we can tie all the events to the same session
User ID - so we can count unique users, or dot-walk to user-related data
Browser/OS - for understanding our users' technology
Current/Previous page - for understanding user paths
Record Count - since the writes occur asynchronously, we can't always rely on the timestamps to determine the order in which things happen - this incrementing counter lets us order the steps correctly
Other data like search strings, the nature of items that were clicked (e.g., they refer to content off the instance)

We havent yet fully exploited all the data we are capturing, but Ian did list some of the ways we are.

Let us know if you want to know anything else!

View solution in original post

ian_cox · ‎09-21-2016

Number of users logged in

Number of user sessions

Number of Mobile sessions

Feedback rating

Deflection %

Feedback

I'll ask the team to send you the details on how we did this. zirnhelt Can you help please.

ElizaDC · ‎09-22-2016

Hi Ian, Erich,

Appreciate the response / help rendered! I'll review this one with our group and reply to this thread in case we have more questions or clarification.

Additional suggestions are more than welcome.

Eliza

amywei · ‎08-22-2017

Hi Ian and all,

We just moved from CMS to Service Portal a month ago and we are looking for similar metrics to measure user adoption. Can you share how to the metrics are created with me as well?

Beside Number of user log in, we also want to compare the log in in the old portal vs new portal.

We also are looking for the following:

Number of user submit ticket thru portal

Number of helpdesk chat

Knowledge base article search

Any pointer on how these can be achieve are greatly appreciated!

thanks,

Amy

amywei · ‎08-31-2017

Hi ian.cox@servicenow.com and zirnhelt,

Just want to follow up to see if you can provide some pointers on service portal metrics or how you built the logic and data model.

Thanks -Amy

Erich Zirnhelt · ‎09-08-2017

Hi amywei, a good place to start would be the Usage overview dashboard.

You could also pull the records from the ua_sp_user_session or sp_log tables, which play a similar role to the tables we created.

However, these are only available for the Service Portal, and you won't have any way of get the traffic from before the transition. Although I haven't played with these tables much, I believe the will get you most of the events you're looking for.