Skill details
Summarize
Summary of Skill details
The Skill details dashboard page in ServiceNow provides a focused view of usage and performance metrics for individual skills. It enables customers to select any skill—active or inactive—from a drop-down list, view the skill’s family category (such as ITSM or HR), and analyze usage trends and performance indicators over a chosen date range. This centralized dashboard helps customers monitor how well skills are being utilized and accepted by users, aiding in continuous improvement and skill management.
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Key Features
- Skill Selection: Choose from both active and inactive skills to analyze specific skill metrics.
- Date Range Filter: Apply a date range to view skill performance and usage trends across all visualizations on the page.
- Skill Engagement Trend: Visualizes usage patterns over time to identify increases, decreases, or consistent usage.
- Acceptance Rate Visualization: Shows the percentage of skill executions accepted by users, indicating how effectively the skill meets user needs.
- Number of Actions: Displays the total count of skill executions (actions) within the selected period, helping assess the scale of usage.
- Daily Active Users: Breaks down daily user activity per skill to understand user engagement on a granular level.
- Skill-specific Dashboards: Different skills may have tailored dashboards with unique indicators relevant to their function (e.g., summarization vs. generation skills).
- Custom Dashboards: Customers with appropriate roles can create and map custom dashboards to skills for personalized analytics.
Flow Generation Skill Indicators
ServiceNow provides predefined indicators for the Flow Generation skill that illustrate its usage and effectiveness:
- Skill Usage Trend Indicator: Interactive trend chart showing how often the Flow Generation skill was used over the selected period.
- Total Flow Generation Actions: Displays the total number of flow generation executions, representing the scale of skill usage.
- Accepted Flow Generation Actions: Counts how many flow generation executions were accepted by users, reflecting successful outcomes.
- Acceptance Rate: Calculates the percentage of accepted actions relative to total actions, providing a clear measure of skill performance.
Practical Benefits for ServiceNow Customers
By leveraging the Skill details dashboard, customers can:
- Gain actionable insights into which skills are most effective and widely used.
- Identify skills with low acceptance rates that may require refinement or retraining.
- Monitor user engagement trends to optimize skill deployment and support.
- Create customized dashboards tailored to their organization’s unique skill sets and reporting needs.
Use the Skill details dashboard page to view usage and performance indicators of a skill.
The Skill details dashboard page contains indicators pertaining to a specific skill. The indicators provide insight into skill usage and performance. Select a skill from the drop-down list to view the indicators. The drop-down lists both active and inactive skills. Each skill has a subtitle that identifies the skill family that it belongs to, for example, ITSM, HR, and so on. Use the date range filter to view skill usage and performance over a certain period. The date range filter selection applies to all visualizations on the page. See Now Assist Analytics dashboard indicator details for information on the data and calculations behind each indicator.
- Skill engagement trend visualization for a selected period can reveal patterns in skill usage.
- Acceptance rate visualization shows how well the skill met the requirements of users who used the skill. A high acceptance rate for a skill is an indicator of good performance. A low acceptance rate among skill users indicates that the skill doesn’t meet the requirements either fully or partially.
- The number of actions visualization for a selected period can reveal the scale of the skill executions. The trend line comparison shows the increasing or decreasing trend from the previous period.
- The daily active users visualizations show a breakdown of daily active users by skill to help you see user activity on the skill.
Skill details indicators
The indicators on skill details pages might differ based on the skill selected. For example, summarization skills might have different set of indicators compared to generation skills because each skill is mapped to its own dashboard that contains a set of indicators related to the skill.
The Now Assist Analytics dashboard comes with some default skill-to-dashboard mappings to get you started. The default dashboards are visible to users with the Now Assist Analytics Viewer [sn_na_analytics.viewer] role. You can create your own dashboards and map them to skills. See Create a dashboard with the in-line editor and Map a skill to a dashboard for more information on creating custom dashboards and mapping them to skills, respectively.
The following indicators are for the Flow Generation skill.
- Skill usage trend indicator
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This area of the dashboard shows the Flow Generation skill usage in a trend chart for the selected filters. The visualization is interactive. Hover over the trend lines to see the number of times the Flow Generation skill was used.
Figure 2. Skill usage trend indicator - Total Flow Generation actions indicator
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This area of the dashboard shows the number of flow generation actions for the selected date range. A single use of the Flow Generation skill represents an action. The headline number is an indicator of the scale of flow generation skill usage across products. The trend line comparison shows the increase or decrease in the number of actions from the previous period.
Figure 3. Total flow generation actions indicator - Accepted flow generation actions indicator
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This area of the dashboard shows the number of flow generation actions, that is, the number of flow generation skill executions that resulted in flows that were accepted by the users.
Figure 4. Accepted flow generation actions indicator - Acceptance rate indicator
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This area of the dashboard shows the acceptance rate of Flow Generation skill based on user acceptance of the flow. The percentage is calculated using the formula: (Total number of accepted flow generation actions/Total number of flow generation actions) x 100.
Figure 5. Acceptance rate indicator