--- sourceDocument: Store Version History Release Notes sourceDocumentLink: https://www.servicenow.com/docs/r/store-release-notes Release : - store ft:locale : - en-US ft:publication_title : - Store Version History Release Notes ft:clusterId : - rnst bundleId : - rnst --- # Usage Insights application release notes # Usage Insights application release notes {#ariaid-title1} Release version: Store Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Usage Insights application release notes The Usage Insights application enables ServiceNow customers to monitor detailed usage analytics across their ServiceNow applications. It provides insights into user interactions, page views, chat conversations, and conversion funnels, helping organizations understand user behavior and improve adoption. The application has evolved through multiple versions, adding advanced filtering, accessibility improvements, and cross-application analytics. Show full answer Show less ## Key Features * **Page Properties (Version 6.4.2):** Capture granular attributes from page URLs or metadata to distinguish user interactions on pages sharing the same ID. These properties can be filtered and visualized across funnels, advanced filters, and pages menus to answer specific business questions about user engagement. * **Conversations Analytics (Versions 6.3.9 \& 6.3.10):** A dedicated view for analyzing chat assistant activity including total chat users, live agent transfers, and complete conversation sequences. Enables trend analysis and detailed drill-downs. * **Cross-application Conversion Funnels:** Build funnels that span multiple ServiceNow applications and portals to track user journeys. Supports session-based and user-based funnel steps with prior period comparisons for adoption trends. * **Custom Events \& Dashboards (Version 6.1.12):** Create and tag custom events directly within Usage Insights without coding. Custom funnels and dashboards can be created and viewed in Platform Analytics. * **Accessibility Enhancements (Version 6.1.12):** The Usage Insights dashboard meets WCAG accessibility standards including screen reader support, keyboard navigation, and color contrast improvements. * **AI Native Experience Channel (Version 6.2.2):** Added support for AI-related metrics and a dedicated Conversations page. * **Advanced Filters and Export Improvements:** Enhanced filtering capabilities including page properties and fixes to event property exports and chart visualizations to ensure accurate data representation. ## Key Outcomes for ServiceNow Customers * Gain detailed, filterable insights into user engagement at the page and event level, enabling precise analysis of user behavior and service adoption. * Analyze chat assistant interactions comprehensively to optimize virtual agent performance and live agent handoffs. * Track multi-application user journeys with flexible funnel configurations to assess task completion and feature adoption over time. * Create custom events and dashboards without coding, increasing visibility into key metrics tailored to your organizational needs. * Ensure all users, including those with accessibility needs, have a fully compliant and usable analytics experience. * Benefit from ongoing fixes and enhancements that improve data accuracy, export reliability, and UI consistency across Usage Insights features. Version history for the Usage Insights application on the ServiceNow Store. Important: For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website. ## Version history Version 6.3.14 - September 2026 : Fixed the chat provider filter in the Usage Insights dashboard's conversation menu to support all chat providers. Version 6.4.2 - September 2026 : * Page properties support to get granular insights of pages. * Answers business questions like: * How many password-reset requests were submitted by people who visited the password-reset catalog page? * How many comments were added to the knowledge article titled "Usage Insights MCP"? * Which dashboards did people visit last quarter, listed by name? {#store-rn-user-experience-analytics-application__ul_pfr_tx1_lkc} * Page properties are now available across User Experience Analytics. A page property is a named, filterable attribute captured from a page's URL parameters or record metadata on every page view --- so pages that previously shared a single page ID (a dashboard, a knowledge article, a catalog item) can now be distinguished by the resource a person actually viewed. Page properties behave like event properties wherever properties already appear. * What's new: * Filters now support pages. The filter panel previously surfaced event properties only; you can now select a page and filter by its page properties alongside events. * Page-property distribution in the Properties section. Each page property's value distribution renders as a pie chart, matching how event-property distributions are already shown. * Dedicated page properties in the Pages menu. The Pages menu now includes a dedicated page-properties view, letting you filter by an individual page property. * Page properties in Advanced filters. When you select a page in advanced filters, you can choose that page's properties from a dropdown to refine the query. * Page-property filtering in Funnels. When a funnel step is set to a page, page properties become available for that step, so you can filter the step by page property. {#store-rn-user-experience-analytics-application__ul_atp_5x1_lkc} {#store-rn-user-experience-analytics-application__ul_ztf_tx1_lkc} Version 6.3.10 - August 2026 : * What's new? * Conversations --- A dedicated view of chat activity from chat assistants like Now asisst virtual agent, including total chat users, live agent transfers, and the full sequence of chat events from conversation start to response. Analyze trends over time and drill into any individual conversation. * Cross-application conversion funnels --- Build funnels where each step can belong to a different application, so you can follow a user journey as it spans multiple workspaces and portals. * Session-based and user-based funnels --- Choose whether steps must complete within one session (time-to-value) or across multiple sessions over time (overall task completion). * Previous period comparison in conversion funnel --- Compare completion rate, step conversion, and transition timing against a prior period. Each metric shows its delta, and a step comparison table breaks down engaged users, sessions, and conversion time side by side --- turning a snapshot into an adoption trend. {#store-rn-user-experience-analytics-application__ul_c5w_fg1_bkc} Version 6.3.9 - July 2026 : * What's new? * Conversations --- A dedicated view of chat activity from chat assistants like Now asisst virtual agent, including total chat users, live agent transfers, and the full sequence of chat events from conversation start to response. Analyze trends over time and drill into any individual conversation. * Cross-application conversion funnels --- Build funnels where each step can belong to a different application, so you can follow a user journey as it spans multiple workspaces and portals. * Session-based and user-based funnels --- Choose whether steps must complete within one session (time-to-value) or across multiple sessions over time (overall task completion). * Previous period comparison in conversion funnel --- Compare completion rate, step conversion, and transition timing against a prior period. Each metric shows its delta, and a step comparison table breaks down engaged users, sessions, and conversion time side by side --- turning a snapshot into an adoption trend. Version 6.2.2 - June 2026 : * Added AI Native Experience channel with metric support and a dedicated Conversations page. * Custom dashboard creation extended to Zurich customers * Events editing enabled on Zurich * Conversation analytics surfaced for Zurich and Australia; data populates after upgrade to Zurich Patch 9 or Australia Patch 3. * User Experience Analytics dashboard renamed to Usage Insights dashboard on Zurich. Version 6.1.12 - March 2026 : * User Experience Analytics has been renamed to Usage Insights. Usage insights can be accessed via the navigation menu by searching for Usage Insights as opposed to User Experience Analytics. * The Usage Insights dashboard has been updated to meet A11Y accessibility standards. Screen readers, keyboard navigation, and contrast requirements are now fully supported, ensuring the dashboard experience is accessible to all users in compliance with WCAG guidelines. * Tag and create new events, and update event descriptions. Increase the visibility and clarity of your created events * Track events directly in the Usage Insights UI with no coding necessary. Create custom events without code directly in your application. * View funnels you create in Usage Insights directly in Platform Analytics. * Create dashboards for Platform Analytics directly in Usage Insights. {#store-rn-user-experience-analytics-application__ul_ynf_xmx_l3c} {#store-rn-user-experience-analytics-application__ul_uts_wmx_l3c} Version 5.1.2 - February 2026 : Not needed. Version 5.0.8 - August 2025 : * Fixed: * Advanced filters - Delete a saved filter in advanced filters is not working * Events Details Page - if no data (score cards showing 0, the trends charts load) the even properties charts keep loading endlessly * Customer are not able to see all the event property values when exporting event property data {#store-rn-user-experience-analytics-application__ul_xgd_5f2_yfc} * Users and Sessions Page * The export icon in the Users and Sessions Breakdown Analysis chart is displaying an orange dot notification icon * User property filters should be available even when MTLS is disabled * Customers are seeing incorrect dates (often one day earlier) in trend chart visualizations, leading to inconsistencies with the selected date range filter * Cross-App overview - Usage per application table is loading infinitely * Customers are seeing unselected columns appear in the Events table when an error occurs during column selection * \[UXA Dashboard\]Export in Retention for Average weekly sessions per user and Average time between sessions \| In Pages for Prev Page and Next Page is not working {#store-rn-user-experience-analytics-application__ul_c5x_tf2_yfc} {#store-rn-user-experience-analytics-application__ul_qwt_rf2_yfc} Version 4.0.22 - July 2025 (Yokohama) : * Fix for: * App version filter is throwing error for mobile applications * Customer are not able to see all the event property values when exporting event property data * Customer are not able see Usage Data on the dashboard due to date format issue * Customer is presented with incorrect "Total Page views by users" value on the UXA Dashboard * The exported file from the Session's Page Groupby chart shows inconsistent column names that don't match the labels seen in the dashboard * Customers are seeing unselected columns appear in the Events table when an error occurs during column selection * Exported page names in Pages table are not consistent with display names shown in the UI * Sorting the "Name" column in the Pages table doesn't sort the data as expected * Page names shown in funnel/cohort visualizations are inconsistent with those shown during steps creation {#store-rn-user-experience-analytics-application__ul_tyj_fg2_wfc} Version 4.0.17 - March 2025 : * Changed: * Pages section on NextGen dashboard-\>performance: * Grouped by NavigationType of performance data * Message presented on Page Performance Data Graph Since it is not does not support filter by different properties {#store-rn-user-experience-analytics-application__ul_flv_prx_42c} {#store-rn-user-experience-analytics-application__ul_kwq_prx_42c} * Fixed: * EventProperty Name will not be displayed when event property is not applicable for given filter - it will present that no data available * Session Analysis breakdown of Hourly Usage * Filters values {#store-rn-user-experience-analytics-application__ul_c5r_rrx_42c} {#store-rn-user-experience-analytics-application__latest-store-rn-user-experience-analytics-application} {#store-rn-user-experience-analytics-application__latest-store-rn-user-experience-analytics-application} Version 4.0.16 - February 2025 : User Experience Analytics application provides an easy way to monitor usage analytics of your ServiceNow applications.