Enable Usage insights for Interaction Controls Component (ICC) enabled call events

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 begin

Role required: admin

To enable this capability complete the following independent configuration steps:

1. Enable analytics for agents.
2. Add agents to a system property that controls event logging.

Confirm the following prerequisites before you begin configuration:

Admins

You must have system administrator access to the ServiceNow instance to modify system properties.

Usage Insights access

Confirm that Platform Analytics > Usage Insights is available in your instance. The module is provided out-of-box.

ICC configuration

The agents you're enabling must be assigned to the instance enabled via ICC.

Agent availability

Agents must log in and update their own presence.

Procedure

1. Enable analytics in agent preferences.

   Each agent whose events you want to track must enable analytics in their own profile preferences. Repeat the following sub steps for each agent.

   

   1. Log in to the ServiceNow instance as the agent.
   2. Select the agent profile icon in the upper-right corner of the Workspace and select Preferences.
   3. Navigate to the User Experience section.
   4. Locate the Enable Analytics toggle and set it to ON.
   5. Save the preferences.
   This setting must be configured individually for each agent as it is not applied globally.
2. Configure the sn_openframe.logger.enabled.users system property.

   To log events for specific agents at the platform level, add their sys_ids to the sn_openframe.logger.enabled.users system property.

   

   1. Log in to the ServiceNow instance as a system administrator.
   2. Navigate to System Properties > All Properties, or search for sn_openframe_logger_enabled_users in the filter.
   3. Open the sn_openframe_logger_enabled_users property record.
   4. In the Value field, enter the sys_ids of the agents, separated by commas.
      Use the following format:

      <sysID1>,<sysID2>,<sysID3>

   5. Select Update to save the property.
      To find a sys_id, navigate to the sys_user list, locate the agent record, right-click the sys_id field, and select Copy sys ID.
3. Optional: Register custom events.
   Perform this step only if agents use custom buttons added to the active call component. Out-of-box call events do not require additional registration.
   1. Identify any custom call control buttons added to the active call component that are not part of the standard ICC event set.
   2. Work with the development team to instrument each custom button using the Usage Insights event registration APIs.
   3. Submit the new event registrations for approval and inclusion to the Usage Intelligence Dashboard.

Result

After completing this configuration, Usage Insights begins capturing events for the agents you enabled. To confirm that events are captured, see Verify usage insights for Interaction Controls Component (ICC) enabled call events.