---
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


---

# Verify Usage insights

# Verify usage insights for Interaction Controls Component (ICC) enabled call events {#ariaid-title1}

Release version: Australia  
Updated June 18, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
After you configure Usage Insights, confirm that call events are captured for the enabled agents and that event payloads appear as expected in the ServiceNow instance.

## Before you begin

Role required: admin

Complete the configuration steps in [Enable Usage insights for Interaction Controls Component (ICC) enabled call events](https://www.servicenow.com/docs/j5DKxZGnGx90keNe6WezPg "Configure Usage Insights to enable tracking of call events that are captured for agents. Admins and managers can view agent call events, inspect event payloads, and diagnose issues directly within the ServiceNow instance.") before you verify the setup. The enabled agents must have logged in and performed call actions for events to appear.

## About this task

After you complete the configuration, Usage Insights begins capturing events for the agents you enabled. Use the following steps to confirm that events are captured.

## Procedure

1. Navigate to Platform AnalyticsUsage Insights and filter by CSM/FSM Configurable Workspace.
2. Select the Users or Sessions view.  
   The enabled agents' sessions appear after they log in and perform call actions.
3. Select a session and confirm that ICC triggered NVC events appear with complete payloads.

## Result

The enabled agents' call events appear in Usage Insights with complete payloads.  
Note:  
Users are displayed as #IDs in Usage Insights.

## What to do next

If no events appear after an agent has completed a call action, verify that the Enable Analytics toggle is set to ON in the agent's preferences and that their
sys_id is correctly entered in the sn_openframe_logger_enabled_users property.

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