Skills performance dashboard

  • Release version: Australia
  • Updated February 2, 2026
  • 2 minutes to read
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    Summary of Skills performance dashboard

    The Skills Performance dashboard enables ServiceNow customers to monitor and analyze the usage of Now Assist for Customer Service Management (CSM) skills across records and interactions. It helps identify high-performing skills, track adoption trends, and pinpoint skills requiring improvement. This tool is essential for managing and optimizing the effectiveness of AI-driven skillsets in CSM environments.

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    To use the dashboard, ensure you have the required admin role, that Now Assist for CSM skills are active, analytics data collection is enabled, and at least one Now Assist for CSM product is configured in your instance.

    How to Access and Use the Dashboard

    • Navigate to Now Assist Admin > Analytics > Skills Performance.
    • Use filters to customize the data view by Date, Products, and specific Skills.
    • All filters apply across all dashboard visualizations for consistent analysis.

    Key Features

    The dashboard tracks usage metrics for several Now Assist for CSM skills, including:

    • Email recommendations
    • Chat recommendations
    • Case summarization
    • Chat summarization
    • Sentiment analysis on cases
    • Activity response generation
    • Sidebar summarization
    • Resolution notes generation
    • Knowledge Base (KB) generation

    Default widgets provide valuable insights:

    • Skills usage trend: Tracks how often skills are selected, triggered, and successfully executed over time.
    • Daily active users: Shows the count of unique users activating GenAI skills daily to measure adoption.
    • Acceptance rate: Measures the percentage of AI-generated content accepted and used by users versus manual content.
    • Skills feedback: Collects end-user thumbs up/down feedback on generated outputs.

    Customizable widgets include:

    • Skill usage trend by customer agents: Identifies which agents use GenAI skills most frequently.
    • Now Assist actions per assignment group: Highlights assignment groups with the highest GenAI skill use.

    Note that some skills like Sentiment Analysis and KB Generation do not support all widgets (e.g., Sentiment Analysis lacks Daily Active Users and some usage trends; KB Generation lacks Acceptance Rate and Skills Feedback).

    Detailed Skill Analysis

    You can drill down into individual skill performance by selecting View skill details on the dashboard and choosing the specific skill. This provides detailed usage and performance metrics for targeted analysis and optimization.

    The skills performance dashboard helps you monitor how Now Assist 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.
    • Now Assist for CSM skills are active in your instance.
    • Analytics data collection is enabled.
    • You have at least one Now Assist for CSM product configured.

    View the Skills Performance dashboard

    1. Navigate to Now Assist Admin > Analytics > Skills Performance.
    2. Use the filters to refine your view:
      • Date: Select the time period to analyze
      • Products: Filter by specific Now Assist products
      • Skills: Choose individual skills or view all skills

      Your filter selections apply to all visualizations on the page.

    3. Review the performance indicators to understand skill usage patterns.
    Usage metrics across the following Now Assist 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

    Understand the performance indicators

    The GenAI skills dashboards within Platform Analytics provide 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:

    Figure 1. Skills performance dashboard
    Dashboard with multiple charts showing trends, usage counts, errors, and performance metrics for activity response generation skill
    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.

    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.
    • Now Assist 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.
    Note:
    • Sentiment analysis on case, KB Generation skills do not have all 6 widgets.
    • Sentiment analysis doesn't have Daily active users, Skill Usage Trend by Customer Agents, Now Assist actions per assignment group.
    • KB generation doesn't have Acceptance rate and Skills feedback.

    View detailed skill information

    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.