Urgently need help with UX Analytics dashboard not displaying users and other issues

[Kye]

I posted this to Now Platforms but thought I'd share here with the UX SIG.

I'm in a really awkward position; I am a UX Researcher  just been brought onboard to improve the UX of Service Now offerings for a government agency - however due to massive budget cuts everyone involved with setting up Service Now for us were let go before I joined, so I don't have the people who set it up around to ask what is going on!

Hoping you all can help me figure out some issues and questions I have that I haven't been able to find answers to through existing community blogs, learning etc.

I've spent WEEKS trying to get the UX Analytics set up and working to the point it is now, and have not been able to figure out the following:

1. The BIGGEST issue of all: Theoretically - and fairly certain it SHOULD be this way - the "Employee Center" should be our MOST used platform, and yet no matter what date range I set it has 0 users displayed while "Unified Navigation App" has thousands of users! This confuses me no end! We should have thousands of users displayed in the Employee Center Platform Analytics (org has around 3000 employees)! Tracking  - including unauthorised user tracking - is enabled, I've seen it myself. So why is it 0? This is the most important one for me to be tracking! I also noticed that when looking at the UI Analytics > pages, there are very few pages on display and no data for them, so... could the devs have done something like set up Employee Center to simply host/ iframe (I don't entirely understand how SN works so bear with me as I analogise to what I know which is standard websites) Unified Navigation App?? See attached images of Employee Center and the front-facing version staff use daily to make requests and log issues etc so you can have an idea of just a fraction of the content and pages that SHOULD be displayed on the Employee Center Dashboard but aren't.
2. How do I find out what each dashboard/ application in the UX Analytics actually is? They use names I'm not familiar with and the new devs onboard can't tell me what they are either (See attached image of applications). 
3. I get a message saying "272 users aren't being tracked", I get that people can set themselves as not tracked, but that's an unusually high number given that there are not that many people using SN with th eknowledge that the feature exists... most of our users use the Employee Center which doesn't have the function to choose not to be tracked... possible it's the people who set it up and left? Maybe there's an issue somewhere? Does that message ONLY refer to people who have personally chosen to not be tracked, or can it also be something a developer did??

ANY help would be GREATLY appreciated, as currently the UX Analytics dashboard COULD be such a useful resource for my job but is completely useless to me right now because I can't figure out where I should be looking/ why I can't get visbility over our main user base. 

Thank you!

[Arnold Yoon]

Hi Kye-

Sure, here you go!

https://www.servicenow.com/community/employee-center/ct-p/employee-center

[Daniel Sutoyo]

While you follow the steps AJ lined out which are the right next steps, these are a few documentation links to further educate you and the team how to digest the data you are seeing.

1. This does seem a configuration issue, and one way to check if the enable analytics is properly turned on. The specific property to check would be the one specific to your employee center record in the Portal records. See this https://www.servicenow.com/docs/bundle/xanadu-platform-user-interface/page/build/service-portal/task...

2. The UX Analytics automatically track applications (even ones your own team custom create) that have usage. Aside from Unified Navigation App (Which is the list, record pages), all other applications that you see are actual applications on your instance. You should be able to type in the application name in your all menu and navigate there assuming you have the application access. You can also search those names in our documentation and it will describe what does applications are. 

3. As for consent, user privacy regulations vary across regions. We allow customers to configure how they want to track user usage according to their policies. Here are the default setting and can be configured to better match your corporate policy. https://www.servicenow.com/docs/bundle/xanadu-now-intelligence/page/administer/user-exp-analytics/re.... The number is not unique to an individual application, but a user to that instance. The consent is with the instance, and not individual application.

[Kye]

Thanks Daniel, will give your suggestions a go!