Verify usage insights for Interaction Controls Component (ICC) enabled call events

  • Release version: Australia
  • Updated June 18, 2026
  • 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 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 Analytics > Usage 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.