Guided Tours dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Guided Tours Dashboard

    The Guided Tours Dashboard in ServiceNow provides valuable statistics about guided tour usage, allowing customers to analyze user engagement and tour performance. Accessible viaGuided Tour Designer > Guided Tours Overview, the dashboard consists of two key tabs:User EngagementandTour Statistics.

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    Key Features

    • User Engagement Tab: Displays metrics on how users interact with guided tours, including:
      • Tour Views: Daily user views of guided tours.
      • Tours Completed: Daily completed tours by users.
      • Unique User Views: Daily unique users engaging with guided tours.
      • Unique User Completion: Daily unique users completing tours.
      • Daily Engagement: Trends in engagement over time, with export options for graphs.
      • Disengaged Users: Tracks users who disabled the auto-launch feature, indicating lack of interest.
    • Tour Statistics Tab: Focuses on tour performance metrics, including:
      • Tour Views: Insight into abandoned, completed, dismissed, and failed tours.
      • Tour Completions: Total number of completed tours.
      • Tour Failures: Count of failed tours.
      • Top 10 Lists: Identify the most completed, failed, and dismissed tours by name.

    Key Outcomes

    By leveraging the insights from the Guided Tours Dashboard, ServiceNow customers can:

    • Identify user engagement trends to improve guided tour experiences.
    • Analyze completion rates and failure patterns to refine tour content.
    • Monitor user interest and disengagement to enhance application usability.

    Utilizing these statistics enables customers to create more effective guided tours tailored to user needs, ultimately driving better adoption and user satisfaction.

    The Guided Tours Overview dashboard provides statistics related to guided tour usage.

    To access the Guided Tours dashboard, navigate to Guided Tour Designer > Guided Tours Overview. The dashboard has two tabs:

    • User Engagement: Shows the number of users actively working with Guided Tours and trends over time.
    • Tour Statistics: Shows trends and patterns for user engagement so you can analyze tour completions and tour failures and build more successful tours.

    You can view reports by selecting options in the interactive filter based on the guided tour type (Platform, Service Portal, and Custom) and the guided tours present in the instance. The statistics provided in the User Engagement and Tour Statistics tabs change based on the options selected in the interactive filter.

    User Engagement

    The User Engagement tab displays the following widgets.
    Table 1. Widgets in the User Engagement tab
    Widget Description
    Tour Views Number of user views of guided tours per day.
    Tours Completed Number of tours completed by users per day.
    Unique Users Views Number of individual users viewing guided tours per day.
    Unique User Completion Number of individual users who have completed guided tours per day.
    Daily Engagement Trends and patterns of user engagement with guided tours per day over a period of time. You can save this graph in PNG or JPEG format by hovering over the graph and choosing the relevant format from the context menu.
    Disengaged Users Number of users who disabled the auto launch feature for the guided tour per day over a period time. You can see the number of viewers not interested to look at the guided tours while using the application. You can save this graph in PNG or JPEG format by hovering over the graph and choosing the relevant format from the context menu.
    Figure 1. Sample User Engagement tab
    User Engagement tab

    Tour Statistics

    The Tour Statistics tab displays a list of tours sorted by context. The tab has the following widgets.
    Table 2. Widgets in Tour Statistics tab
    Column Description
    Tour Views Number of tour views abandoned, completed, dismissed, and failed over a period of time. Click the related color in the bar graph to view further details.
    Tour Completions Number of tours completed across Guided Tour Types and Guided Tours over a period of time. Click the related color in the bar graph to view further details.
    Tour Failures Number of tours failed in Guided Tour Types and Guided Tours over a period of time. Click the related color in the bar graph to view further details.
    Top 10 Tour Completions Number of completed tours by tour name.
    Top 10 Tour Failures Number of failed tours by tour name.
    Top 10 Tour Dismissals Number of dismissed tours by tour name.
    Figure 2. Sample Tour Statistics tab
    Tour Statistics tab