Using Usage Insights

Monitor how users interact in your ServiceNow  web and mobile applications.

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Learn how you can use Usage Insights to track retention, cohorts, and conversion rates, and to interpret how users navigate your applications.

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When you download raw data from Usage Insights, keep in mind that the internal schema structure can vary between product versions.

• Filter data in Usage Insights
  Drill down into usage data with standard and custom filters.
• User retention
  User retention reports help you understand how often your users visit your application to better understand if it meets your users' needs and expectations.
• Cohort analysis in Usage Insights
  A cohort is a group of users separated from other users by similar traits or actions. Cohorts enable you to group users together based on common behavior to analyze how many users complete certain predetermined actions in a given time frame.
• Funnel reports in Usage Insights
  Conversion funnels serve as visual representations of the customer journey, tracking a specific sequence of actions. Investigating a conversion funnel can help you measure and optimize the completion rates of relevant processes within your application.
• Navigation paths
  Navigation paths enable you to quickly understand and isolate users' journeys through your web or mobile application. Assess the most and least common navigation paths your users take and how you can improve them.
• Viewing dashboards
  Create dashboards for Platform Analytics directly in Usage Insights. View dashboards that you create in Usage Insights directly in Platform Analytics.
• Creating custom events
  Instrument trackable click-action events of your choice directly in the UI with no coding necessary. Tag DOM elements in Service Portal, Next Experience, CoreUI applications. Or derive new custom events from existing active events.
• Viewing user analytics
  The Users page within the Data Foundation module enables views of individual user journeys through your applications, from their first session to the most recent within the defined date range.
• Viewing session analytics
  The Usage Insights Sessions page in the Data Foundation module lists filterable application sessions you can drill down into for more detailed insights. Refine the sessions list to focus on data such as selected screens or events for your application.
• Viewing events analytics
  View user analytics event occurrences to help you analyze core steps within your business processes.
• Usage Insights for pages and screens
  The Pages module for UI Analysis in Usage Insights shows analytics specific to pages on the web-based UI in terms of page use and navigation. View user action, performance, and navigation details for each web page to identify pages where users might be having issues and optimize workflows accordingly.
• Exporting data
  You can export data records to CSV format. Exporting user and session lists, and other analytics data to CSV is available wherever you see the download icon ().
• Access analytics overlay
  Use the utility icon for quick, in-context page usage metrics, offering faster access to analytics without leaving the page.