---
sourceDocument: Zurich Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/intelligent-experiences

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# User search analyzer

# User search analyzer {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Gain insights into user search queries and AI-powered search results.

The User search analyzer dashboard page contains indicators that help admins understand the effectiveness of search in enhancing the self-service experience. Equipped with insights from the dashboard, Knowledge admins can improve Knowledge content and availability for search.  
Figure 1. User search analyzer dashboard page  
The indicators on the User search analyzer dashboard page provide the following insights. See [AI Analytics dashboard indicator details](https://www.servicenow.com/docs/2yRPBwm6RA4i9BGyY8eLIw "Indicator details help you understand the data and calculations behind an indicator that is presented in the form of a visualization on the dashboard.") for information on the data and calculations behind each indicator.

* Search queries that yielded Knowledge Base articles and catalog items as Genius Result.
* Distribution of search queries by the source that they originated from, for example, ServiceNow Otto for Virtual Agent, Service Portal.
* List of the most common queries that did or didn't yield genius results.
{#user-search-analyser__ul_ln1_nxr_bdc}

## User search analyzer indicators {#user-search-analyser__section_fd3_tdf_l2c}

Queries with Genius Results
:   This area of the dashboard total number of search queries that had a Genius Result returned by ServiceNow Otto.  
    Note:  
    A query can have more than one genius result.  
    Figure 2. Queries with Genius Results indicator

Genius Result Engagement
:   This area of the dashboard shows the number of genius results returned by ServiceNow Otto that covers the interactions like "Ask a follow up" or "Show full answer", and clicking on citations within the result card.  
    Figure 3. Genius Result engagement indicator

Genius Result response time
:   This area of the dashboard shows the average response time taken for a Genius Result to load.  
    Figure 4. Genius Result response time indicator

Genius Result to chat handoff
:   This area of the dashboard shows the number of times users clicked the Ask a follow-up button within the synthesized Genius Result.  
    Figure 5. Genius Result to chat handoff indicator

Genius Results citation engagement
:   This area of the dashboard shows the number of interactions with citations within Genius Result returned by ServiceNow Otto.  
    Figure 6. Genius Results citation engagement indicator

Feedback (Thumbs up)
:   This area of the dashboard shows the count for positive feedback for Genius Result returned by ServiceNow Otto.  
    Figure 7. Feedback (Thumbs up) indicator

Feedback (Thumbs down)
:   This area of the dashboard shows the count for negative feedback for Genius Result returned by ServiceNow Otto.  
    Figure 8. Feedback (Thumbs down) indicator

Genius Results with Knowledge Base
:   This area of the dashboard shows the number of search queries where ServiceNow Otto returned Knowledge Base articles as Genius Result for the users to review.  
    Figure 9. Genius Results with Knowledge Base indicator

Genius Results with Catalog Item
:   This area of the dashboard shows the number of search queries where ServiceNow Otto returned catalog items as Genius Result for the users to review.  
    Figure 10. Genius Results with Catalog Item indicator

Top 10 queries with Knowledge Base Genius Result
:   This area of the dashboard shows the top ten search queries where ServiceNow Otto returned Knowledge Base as Genius Result, with respective query count.  
    Figure 11. Top 10 queries with Knowledge Base Genius Result

Top 10 queries with Catalog Item Genius Result
:   This area of the dashboard shows the top ten search queries where ServiceNow Otto returned catalog items as Genius Result, with respective query count.  
    Figure 12. Top 10 queries with Catalog Item Genius Result indicator