ServiceNow Otto context menu analytics

Monitor the usage and performance of the ServiceNow Otto context menu.

The ServiceNow Otto context menu dashboard helps admins to evaluate the effectiveness of context menu actions in assisting agents with summarizing, creating, and editing emails and chat replies.

Figure 1. ServiceNow Otto context menu dashboard page

The indicators on the context menu dashboard page provide the following insights. See AI Analytics dashboard indicator details for information on the data and calculations behind each indicator.

• Count and distribution of context menu actions in a date range. This indicator reveals the scale of usage, and the most and least used actions.
• Acceptance and feedback on context menu actions. This indicator reveals actions that were accepted or rejected by the users with a positive or negative feedback.
• Usage trend chart reveals patterns in usage of context menu actions over a date range.

ServiceNow Otto context menu indicators

Usage in this period

This area of the dashboard shows the total number of the context menu actions used in the selected date range.

Figure 2. Usage in this period indicator

Acceptance distribution

This area of the dashboard shows the distribution of the context menu actions by their acceptance.

• Accepted: The user has inserted the context menu response into their workspace.
• Not Accepted: The user has closed the window or dialog box containing the context menu response.

Figure 3. Acceptance distribution indicator

Usage trend by skill

This area of the dashboard shows the usage trend of the context menu actions in the selected date range.

Figure 4. Usage trend by skill indicator

Capability distribution

This area of the dashboard shows the usage distribution of various context menu actions in the selected date range.

Figure 5. Capability distribution indicator

Responses by feedback

This area of the dashboard shows a breakdown of the context menu responses by the user feedback received.

• Accepted: The user gave a thumbs up on the context menu response.
• Rejected: The user gave a thumbs down on the context menu response.

Figure 6. Responses by feedback indicator