---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Skills performance dashboard

# Skills performance dashboard {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Skills performance dashboard

The Skills Performance dashboard in ServiceNow enables you to monitor and analyze the usage and effectiveness of ServiceNow Otto for CSM (Customer Service Management) skills across CSM records and interactions.
It helps identify high-performing skills, track adoption trends, and recognize skills that require improvement, providing actionable insights for optimizing AI skill utilization within your organization.
Show full answer Show less  

## Access and Prerequisites

* Ensure you have the required admin role.
* ServiceNow Otto for CSM skills must be active in your instance.
* At least one ServiceNow Otto for CSM product should be configured.
* Navigate to **AI Admin Hub \> Performance \> Skills Performance** to access the dashboard.

## Key Features

* **Filters:** Refine data views by date, specific AI products, or individual/all skills, affecting all visualizations on the dashboard.
* **Usage Metrics:** Track usage for various GenAI skills including email/chat recommendations, case/chat summarization, sentiment analysis, activity response generation, sidebar summarization, resolution notes generation, and knowledge base (KB) generation.
* **Default Widgets:**
  * **Skills Usage Trend:** Frequency of skill selection, triggering, and successful execution over time.
  * **Daily Active Users:** Number of unique users activating GenAI skills daily.
  * **Acceptance Rate:** Percentage of GenAI-generated content accepted and applied versus manual content.
  * **Skills Feedback:** End-user thumbs up/down feedback on generated outputs.
* **Custom Widgets:**
  * **Skill Usage Trend by Customer Agents:** Identifies usage patterns at the individual agent level.
  * **AI Actions per Assignment Group:** Highlights usage patterns by assignment groups.
* **Widget Availability Notes:** Sentiment analysis and KB generation skills have limited widget types due to their specific data characteristics.

## Detailed Skill Analysis

For deeper insights, select **View skill details** on the dashboard, then choose a specific skill to review detailed usage and performance metrics. This facilitates targeted skill management and optimization.

## Benefits for ServiceNow Customers

* Gain visibility into how GenAI skills impact CSM workflows and user adoption.
* Identify which skills drive the most value and which need attention to improve effectiveness.
* Measure user trust and content quality through acceptance rates and feedback mechanisms.
* Customize views to understand usage patterns by agents and assignment groups, enabling focused training or adjustments.  
The skills performance dashboard helps you monitor how ServiceNow Otto for CSM skills are being used across CSM records and interactions. Use this dashboard to identify high-performing skills, track adoption trends, and spot skills that need attention.

Verify that:

* You have the required admin role.
* ServiceNow Otto for CSM skills are active in your instance.
* You have at least one ServiceNow Otto for CSM product configured.

{#skills-performnace-dashboard__ul_w2w_2d3_23c}

## View the Skills Performance dashboard {#skills-performnace-dashboard__section_qgk_kd3_23c}

1. Navigate to AI Admin HubPerformanceSkills Performance.
2. Use the filters to refine your view:
   * Date: Select the time period to analyze
   * Products: Filter by specific AI products
   * Skills: Choose individual skills or view all skills

   {#skills-performnace-dashboard__ul_ryc_q23_23c}

   Your filter selections apply to all visualizations on the page.
3. Review the performance indicators to understand skill usage patterns.
{#skills-performnace-dashboard__ol_onw_wd3_23c}  
Usage metrics across the following ServiceNow Otto for CSM skills are:

* Email recommendations
* Chat recommendations
* Case summarization
* Chat summarization
* Sentiment Analysis case
* Activity response generation
* Sidebar summarization
* Resolution notes generation
* KB generation
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## Understand the performance indicators {#skills-performnace-dashboard__section_b1r_ff3_23c}

The GenAI skills dashboard provides comprehensive metrics for tracking skill usage across CSM record and interaction pages. The dashboards include several default widgets that deliver insight into skill performance and user adoption. The Skills Performance dashboard provides
the following key visualizations:  
Default widgets:

* Skills usage trend- Displays how frequently each skill is selected, triggered, and successfully executed over time, enabling you to monitor skill engagement over time.
* Daily active users- Shows the number of unique users activating GenAI skills each day, helping you measure adoption rates.
* Acceptance rate- Tracks the percentage of GenAI‑generated content that users accept and apply compared to manually created content, providing a clear measure of content quality and user trust.
* Skills feedback- Captures end‑user feedback through thumbs up and thumbs down responses on generated outputs.
{#skills-performnace-dashboard__ul_b4y_hf3_23c}

Custom widgets:  
* Skill usage trend by customer agents- A customizable widget that highlights which customer agents are using GenAI skills most frequently, helping you identify usage patterns at the individual agents level.
* AI actions per assignment group- A customizable widget that highlights which assignment groups are using GenAI skills most frequently, helping you identify usage patterns at an assignment group level.
{#skills-performnace-dashboard__ul_fg4_bch_g3c}  
Note:  
* Sentiment analysis on case, KB Generation skills don't have all 6 widgets.
* Sentiment analysis doesn't have Daily active users, Skill Usage Trend by Customer Agents, AI actions per assignment group.
* KB generation doesn't have Acceptance rate and Skills feedback.
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## View detailed skill information {#skills-performnace-dashboard__section_xkj_1g3_23c}

To drill into specific skill performance:

1. On the Skills Performance dashboard, select View skill details.
2. Choose the skill that you want to analyze.
3. Review the detailed usage and performance metrics for that skill.
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**Related topics**   

* [Analyzing generative AI usage](https://www.servicenow.com/docs/access?context=now-assist-analytics-and-monitoring&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
* [AI Analytics dashboard indicator details](https://www.servicenow.com/docs/access?context=now-assist-analytics-dashboard-indicators&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)

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