--- sourceDocument: Brazil ServiceNow AI Platform Administration sourceDocumentLink: https://www.servicenow.com/docs/r/platform-administration Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil ServiceNow AI Platform Administration ft:clusterId : - platadm bundleId : - platadm workflow : - Platform --- # AI Search analytics dashboard # AI Search analytics dashboard {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of AI Search analytics dashboard The AI Search analytics dashboard in ServiceNow provides key performance metrics, trends, and detailed reports on AI Search usage. It enables analysts to monitor search usage and performance for specific search applications over customizable date ranges, helping identify user search behavior and opportunities to improve search results and knowledge coverage. Show full answer Show less Access the dashboard via **All \> Usage Insights**, select an application's Launch Dashboard, then choose the Search Analytics module. If the dashboard fails to load, configuring Service Portal to send analytics data may be required. To view the dashboard, users must have the **aisadmin** role and one additional analytics-related role (such as **analyticsadmin** or **webanalyticsviewer**). ## Key Features * **Interactive Filters:** Select a single search application configuration (across portals, Next Experience, Virtual Agent, etc.) and a date range (up to 180 days) to tailor analytics views. * **Performance Metrics and Trends:** Includes total unique search users, total queries, searches over time, average response times, average click positions, and self-solved rate (percentage of queries resulting in clicks). * **Search Queries Section:** Lists user-submitted queries with details such as click position, Genius Result involvement, language, geography, organization, and execution date. * **Queries Sub-Page:** Separate detailed views for top queries, queries with no clicks, and queries with no results, enabling targeted analysis of search effectiveness. * **Top Clicked Results:** Identifies the most frequently selected search results to understand what content users find valuable. * **Dark Theme Support:** Enhances visual experience based on user preference. * **Caching:** Dashboard results are cached for 60 minutes, so recent queries within the last hour may not appear immediately. ## Practical Benefits for ServiceNow Customers * Monitor and analyze AI Search usage to understand user engagement and behavior comprehensively. * Identify common queries with no clicks or no results to discover gaps in knowledge base or search configuration. * Improve search response times and result relevance, enhancing end-user satisfaction. * Customize analytics views by application and date range for precise, relevant insights. * Empower analytics administrators and portal managers to optimize search applications effectively using data-driven insights. The AI Search analytics dashboard displays key performance metrics, trends, and reports for AI Search usage. Analysts can apply interactive filters to view performance analytics for individual search applications and to select the time frame to analyze. To access the AI Search analytics dashboard, navigate to AllUsage Insights, select an application's Launch Dashboard link, then select the Search Analytics icon ![]() or link in the modules menu. To learn more about the Usage Insights dashboard, see [Overview of the dashboard](https://www.servicenow.com/docs/access?context=user-exp-analytics-dashboard&version=brazil&pubname=brazil-now-intelligence&ft:locale=en-US). Note: If the dashboard doesn't load, follow the steps from [Configure Service Portal to send analytics data](https://www.servicenow.com/docs/ycJkNcvYcN2BSEsr91DGsg "Enable loading of the AI Search Analytics dashboard by configuring Service Portal to send analytics data.") to enable it. In the Queries section of the dashboard, you can view the query lists on their own page by selecting View all. To return to the main dashboard from the sub-page, select AI Search Analytics. You can improve the visual experience by using the dark theme. For more information, see [Working with themes in Next Experience](https://www.servicenow.com/docs/access?context=next-experience-theming&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US). ## Required ServiceNow AI Platform roles {#ai-search-analytics-dashboard__section_m1c_wfw_w4b} To view the AI Search analytics dashboard, you must have the ais_admin role and one of the following roles: * analytics_admin * analytics_viewer * portal_analytics_admin * portal_analytics_viewer * web_analytics_admin * web_analytics_viewer {#ai-search-analytics-dashboard__ul_uks_ypt_rlb} ## Use cases {#ai-search-analytics-dashboard__section_alk_1gw_w4b} For examples of how different people in your organization would use this dashboard, see these use cases.{#ai-search-analytics-dashboard__table_ov2_tj4_2fb__entry__2} | User | Dashboard use | |-|-| | Any of the following: * Service Portal Analytics administrator or viewer * Usage Insights administrator or viewer * Web Analytics administrator or viewer {#ai-search-analytics-dashboard__ul_ecr_525_hpb} | * View and monitor search usage and search performance for a specified search application and date range * Review search trends to better understand the needs of search application end users * Gain insights on how to improve search experience and knowledge coverage by identifying common search queries that yield no results or low-quality results {#ai-search-analytics-dashboard__ul_cj1_zb5_hpb} | [ ] {#ai-search-analytics-dashboard__table_ov2_tj4_2fb} ## Interactive filters {#ai-search-analytics-dashboard__section_wnf_12x_3pb} {#ai-search-analytics-dashboard__table_bh4_32x_3pb__entry__2} | Filter | Description | |-|-| | Search application | Specifies the search application configuration for which you want to see search analytics metrics, trends, and reports. You can search for a search application configuration or select its name in the list. Select Apply to make your filter selection take effect. Note: You can only select a single search application configuration in this filter. The filter list includes search application configurations that are configured to use AI Search and that are used in any of the following contexts: * A service portal * A Next Experience workspace search * Next Experience global search * Mobile Platform search * Now Assist in Virtual Agent enhanced chat * Recommended Actions {#ai-search-analytics-dashboard__ul_k5d_yjs_gwb} The dashboard reports metrics for all search queries in the selected search application configuration that satisfy your Date range constraint. These may include user searches submitted directly to a search application that uses the configuration and searches submitted through interaction with other ServiceNow AI Platform features, such as Virtual Agent. | | Date range | Specifies the range of dates for which you want to see search analytics metrics, trends, and reports. By default, the dashboard displays data from the last 30 days. You can choose one of the preset date ranges or set your own start and end dates. Select Apply to make your filter selection take effect. The dashboard retains data from the last 180 days. If you select a date from outside of this range, the system displays an error message and the dashboard reverts to the last valid date range selection. If you haven't selected any valid date range, the dashboard reverts to its default date range. Note: When you select a custom date range, the dashboard may take longer to load than when you select a preset date range. The dashboard reports metrics for all search queries in the selected date range that satisfy your Search application constraint. These may include user searches submitted directly to the search application and searches submitted through interaction with other ServiceNow AI Platform features, such as Virtual Agent. | [ ] {#ai-search-analytics-dashboard__table_bh4_32x_3pb} ## Metrics, trends, and reports {#ai-search-analytics-dashboard__section_ayh_gk5_1hc} The dashboard includes a main page and a Queries sub-page accessible from the View all link in the Queries section. The View all link in the Search queries section opens the Search Events \[sys_search_event\] table in list view. Note: To improve performance, the AI Search analytics dashboard caches results from its source tables for 60 minutes. As a result, you may not see search queries from the last 60 minutes reflected in the dashboard's metrics, trends, and visualizations. {#ai-search-analytics-dashboard__table_byh_gk5_1hc__entry__2} | Title | Description | |-|-| | Search users | This numeric metric shows the total number of unique users who submitted search queries. The trend describes how the number of unique search users has changed since the start of your selected date range. The chart shows the number of unique search users for dates in your selected date range. Note: Searches performed while impersonating another user are ignored for this metric, trend, and chart. | | Total queries | This numeric metric shows the total number of search queries submitted. The trend describes how the number of search queries has changed since the start of your selected date range. The chart shows the number of search queries submitted for dates in your selected date range. | | Searches over time | This chart shows counts for searches in your selected date range. It includes three sets of values: 1. The number of search queries executed 2. The number of search results that users clicked (selected) 3. The number of Genius Result answers that users clicked (selected) {#ai-search-analytics-dashboard__ol_a4v_255_1hc} | | Average response time | This numeric metric shows the average response time for search queries in milliseconds. The chart shows the distribution of search query response times, broken out into buckets. The trend describes how the average response time for search queries has changed since the start of your selected date range. | | Average click position | This numeric metric indicates the average position of user-selected search query results. The chart shows the distribution of positions for user selected search query results. The trend describes how the average click position has changed since the start of your selected date range. | | Self-Solved Rate | This metric indicates the percentage of search queries that produced a search result click (selection). The chart shows the distribution of search queries that did and didn't produce search result clicks. The trend describes how the self-solved rate has changed since the start of your selected date range. | [Table 1. Overview section] {#ai-search-analytics-dashboard__table_byh_gk5_1hc} {#ai-search-analytics-dashboard__table_uyh_gk5_1hc__entry__2} | Title | Description | |-|-| | Search queries | This list shows user-submitted search queries. Each entry displays the following details: * Search query: The search query. * Click position: The result number for the first search result the user selected, or 0 if the user didn't select any search result. * Genius Result type: The Genius Result configuration that generated the first Genius Result answer for the search query, or N/A if no Genius Result answer was displayed for the search query. * Language: The language in which the search query was submitted. * Geography: The geographical region associated with the user who submitted the search query. * Organization: The organization that the user who submitted the search query belongs to. * Date: The date the search query was executed. {#ai-search-analytics-dashboard__ul_l1h_xw5_1hc} To view entries for these search queries in the Search Events \[sys_search_event\] table, select View all. | [Table 2. Search queries section] {#ai-search-analytics-dashboard__table_uyh_gk5_1hc} {#ai-search-analytics-dashboard__table_xl5_nr5_1hc__entry__2} | Title | Description | |-|-| | Top queries | This list shows the most frequently submitted search queries. To view this list on its own sub-page, select View all. To return to the main dashboard from the sub-page, select AI Search Analytics. | | Queries with no clicks | This list shows the most frequently submitted search queries for which users didn't select any search result. To view this list on its own sub-page, select View all. To return to the main dashboard from the sub-page, select AI Search Analytics. | | Queries with no results | This list shows the most frequently submitted search queries that produced no results. To view this list on its own sub-page, select View all. To return to the main dashboard from the sub-page, select AI Search Analytics. | [Table 3. Queries section] {#ai-search-analytics-dashboard__table_xl5_nr5_1hc} {#ai-search-analytics-dashboard__table_pn2_4hq_chc__entry__2} | Title | Description | |-|-| | Top clicked results | This list shows the most frequently clicked search results. | [Table 4. Top clicked results section] {#ai-search-analytics-dashboard__table_pn2_4hq_chc} *[\>]: and then