Tracked mobile analytics fields for Usage Insights

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Tracked Mobile Analytics Fields for User Experience Analytics

    User Experience Analytics captures data from mobile applications to enhance user experience by generating reports and charts. This data collection is crucial for understanding user behavior within mobile sessions.

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    Key Features

    • Session Data: Key metrics tracked include User ID, Hashed User ID, Session ID, Start Time, Duration, App Version, Device Type, and Network Connectivity.
    • Screen Visits: Information about each screen visit is collected, including Screen Name and Start Time.
    • Screen Actions: Captures UI actions such as button taps, including the action type and timing.
    • Gestures: Records touch gestures, detailing Gesture Type, coordinates, responsiveness, and timing.
    • Custom Events: Allows for the addition of custom events and their properties through client-side APIs.
    • User Properties: Collects user-specific properties for enhanced analytics.

    Key Outcomes

    By utilizing these tracked fields, ServiceNow customers can gain profound insights into user interactions and behaviors across mobile applications. This data helps identify trends, improve application performance, and enhance overall user satisfaction, enabling more effective decision-making based on user engagement analytics.

    Usage Insights collects data from mobile applications on your mobile device. These tables list fields that are tracked in the mobile applications. Reports and charts are generated from these fields.

    For more information about using the data, see Viewing user analytics.

    Collected data according to the mobile app session

    Name Description Sample output value
    User Id  User Experience Analytics internal user ID (sequential ID)  1
    Hashed User Id  SHA256 hash of the user's ServiceNow sys_id  f4a9baa650ab13d429b185d12b14fcf5c 
    Session Id  Unique session ID  5a2b73857345abc3546243 
    Session Index  Sequential index of the specific user's session  5
    Start Time  Session's start time in UTC format  2023-03-23T23:59:58
    Session Duration  Session's duration in milliseconds  5165
    App Version  The application’s version number  3.4.0
    Device Type  Phone / Tablet  Phone
    Device  Device’s make and model. Only for mobile and tablet devices. iPhone X13 Pro
    ROM Version  The ROM version (only for Android)  4.3.9
    Operating System Version  Version of the device's operating system  iOS 16.5
    Network connectivity  WiFi / Cellular  WiFi
    City Location  City level location translated from the user's IP address  Los Angeles, California 

    Collected data for each screen visit

    Name Description Sample output value
    Screen Name  Name of the screen that data is collected from Login
    Start Time  Relative start time within the session  2023-03-23T23:59:58

    Collected data for screen actions

    Name Description Sample output value
    Type  Type of UI action (button tap, list selection, and so on)  ButtonTap
    Description  Label describing the UI action  Login
    StartTime   Time in milliseconds from the session start time  780 

    Collected data for screen gestures

    Name Description Sample output value
    GestureType  Type of gesture (Tap, swipe, and so on)  Tap 
    Coordinates  The X,Y coordinates of the touch gesture  TAP (X=100, Y=200) 
    Responsive  Indicates whether the gesture was responsive  TRUE 
    StartTime  Gesture start time (in milliseconds)  925
    EndTime  Gesture end time (in milliseconds)  933

    Collected data for customer events (optional)

    These events can be added by calling client-side APIs. 
    Name Description Sample output value
    Name Name of the event property (string)  PurchaseComplete
    Time Value of the event property (string, Boolean, date, number)  9456

    Collected data for event properties

    Name Description Sample output value
    Property Name  Name of the event property (string)  Article Name, Language 
    Property Value  Value of the event property (string, Boolean, date, number)  KB0050925

    Collected data for user properties

    Name Description Sample output value
    Property Name  Name of the user property (string)  English
    Property Value  Value of the user property (string, Boolean, date, number)  5