Skill details
Summarize
Summary of Skill details
The Skill details dashboard page provides insights into the usage and performance of specific skills within the ServiceNow platform. Users can select a skill from a drop-down list, which includes both active and inactive skills, and apply date range filters to analyze performance over a selected period.
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Key Features
- Skill Engagement Trend: Visualizes patterns in skill usage over time.
- Acceptance Rate: Indicates how well a skill meets user requirements, with a high rate suggesting effective performance.
- Number of Actions: Displays the scale of skill executions and trends compared to previous periods.
- Daily Active Users: Breaks down user activity by skill, allowing for better understanding of engagement.
Key Outcomes
Users can expect to gain valuable insights into skill performance through various indicators tailored to each skill type. Default dashboards are available for users with the Now Assist Analytics Viewer role, and there is functionality to create custom dashboards and map skills to them for personalized analytics.
Use the Skill details dashboard page to view usage and performance indicators of a skill.
The Skill details dashboard page contains indicators pertaining to a specific skill. The indicators provide insight into skill usage and performance. Select a skill from the drop-down list to view the indicators. The drop-down lists both active and inactive skills. Each skill has a subtitle that identifies the skill family that it belongs to, for example, ITSM, HR, and so on. Use the date range filter to view skill usage and performance over a certain period. The date range filter selection applies to all visualizations on the page. See Now Assist Analytics dashboard indicator details for information on the data and calculations behind each indicator.
- Skill engagement trend visualization for a selected period can reveal patterns in skill usage.
- Acceptance rate visualization shows how well the skill met the requirements of users who used the skill. A high acceptance rate for a skill is an indicator of good performance. A low acceptance rate among skill users indicates that the skill doesn’t meet the requirements either fully or partially.
- The number of actions visualization for a selected period can reveal the scale of the skill executions. The trend line comparison shows the increasing or decreasing trend from the previous period.
- The daily active users visualizations show a breakdown of daily active users by skill to help you see user activity on the skill.
Skill details indicators
The indicators on skill details pages might differ based on the skill selected. For example, summarization skills might have different set of indicators compared to generation skills because each skill is mapped to its own dashboard that contains a set of indicators related to the skill.
The Now Assist Analytics dashboard comes with some default skill-to-dashboard mappings to get you started. The default dashboards are visible to users with the Now Assist Analytics Viewer [sn_na_analytics.viewer] role. You can create your own dashboards and map them to skills. See Create a dashboard with the in-line editor and Map a skill to a dashboard for more information on creating custom dashboards and mapping them to skills, respectively.
The following indicators are for the Flow Generation skill.
- Skill usage trend indicator
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This area of the dashboard shows the Flow Generation skill usage in a trend chart for the selected filters. The visualization is interactive. Hover over the trend lines to see the number of times the Flow Generation skill was used.
Figure 2. Skill usage trend indicator - Total Flow Generation actions indicator
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This area of the dashboard shows the number of flow generation actions for the selected date range. A single use of the Flow Generation skill represents an action. The headline number is an indicator of the scale of flow generation skill usage across products. The trend line comparison shows the increase or decrease in the number of actions from the previous period.
Figure 3. Total flow generation actions indicator - Accepted flow generation actions indicator
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This area of the dashboard shows the number of flow generation actions, that is, the number of flow generation skill executions that resulted in flows that were accepted by the users.
Figure 4. Accepted flow generation actions indicator - Acceptance rate indicator
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This area of the dashboard shows the acceptance rate of Flow Generation skill based on user acceptance of the flow. The percentage is calculated using the formula: (Total number of accepted flow generation actions/Total number of flow generation actions) x 100.
Figure 5. Acceptance rate indicator