Use Usage Insights

Use Usage Insights to understand usage and adoption of your web and mobile applications.

With Usage Insights, you’re able to gain insights on usage and adoption of your web and mobile applications, and understand where you can create a more intuitive user experience. In addition to seeing the number of users who engage your application and their retention rates over time, you can view user behavior as they perform steps, and see user flows that provide a larger view of how they navigate. Further, Usage Insights gives you tools to create user reports that report on analytics such as location, session length, and operating system.

An admin can see user application usage, event, and user-level analytics for your applications within these ServiceNow applications:

• Platform Analytics
• Service Portal
• Mobile Platform (including Mobile Agent, Now Mobile, and Now Mobile Admin
• Virtual Agent

Note:

You can also access Usage Insights data by exporting the data to the UI Builder, see Data Visualization UIB Setup.

Usage topics

• Viewing session analytics
  The Usage Insights Sessions module lists filterable application sessions you can drill down into for more detailed insights.
• Viewing user analytics
  The Users module enables views of individual user journeys through your application, from the start of their session in the application to the time they end.
• Viewing user and session details
  See details of a user session, and their history of sessions, on user session and Session Details records.
• Using the Analytics module
  Get single-user and aggregate insights in real time.
• UI analysis
  See insights on your mobile application's UI, and users' interaction with it. Analytics such as most popular screens and percent of users who exit on the screen can help you understand user progress, or where they may be experiencing issues on a screen.
• Creating conversion reports
  You can view and create event-based and action-based analytics reports to help you see how effectively users are performing steps and processes in your web or mobile application.
• Funnel reports in Usage Insights
  Funnel reports show conversion rates and trends in aggregate user behavior to uncover the reasons behind success or failure of a specific in-application user goal. Investigating a conversion funnel can help you measure and optimize the conversion rates of relevant processes within your application.
• User Experience Analytics cohorts
  Cohorts enable you to analyze users who complete a predetermined sequence of actions so you can track conversion rates.
• User retention
  User retention reports can help you understand if your app meets your users' needs and expectations, and enables you to measure how your app optimization efforts impact user retention.
• 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 ().