Self-Service performance
Summarize
Summary of Self-Service performance
The Self-Service performance dashboard in ServiceNow provides comprehensive insights into the effectiveness of Now Assist self-service experiences, including Now Assist in Virtual Agent, Service Portal, and the context menu. It enables customers to monitor and analyze deflection and resolution metrics over a selected date range and by specific Now Assist features, helping them optimize self-service capabilities on their instance.
Show less
Key Features
- Customizable Filters: Use date range and feature filters to tailor the dashboard views to specific periods and Now Assist experiences, with a default date range of 30 days.
- Deflection Rate: Measures the percentage of queries resolved by Now Assist self-service capabilities, indicating how effectively user queries are handled without escalation.
- Total Number of Queries: Counts user queries received by the selected Now Assist capability, considering intent switches and conversation restarts as new queries.
- Total Number of Query Responses: Displays the number of responses provided by active Now Assist skills; queries with no presented content are marked as no response.
- Query Resolution Status: Shows resolved versus not resolved queries based on user feedback, where resolved includes positive feedback or no feedback, and not resolved reflects negative feedback.
- Requestor Initiated Events: Breaks down the volume and percentage of queries handled by each self-service capability, helping identify which tools effectively manage user requests.
- Successful Conversations by Capability: Highlights which Now Assist capabilities contribute most to successful interactions, defined by positive user feedback on query responses.
Key Outcomes
By leveraging the Self-Service performance dashboard, ServiceNow customers can:
- Gain clear visibility into how well Now Assist self-service features deflect and resolve user queries.
- Identify which self-service capabilities are most effective in delivering successful user interactions.
- Make informed decisions to optimize and improve the self-service experience based on detailed performance indicators.
- Track trends over time with date range filtering to assess the impact of changes or updates to Now Assist configurations.
Use the Self-Service performance dashboard page to view self-service performance indicators of Now Assist experiences like Now Assist in Virtual Agent, Now AssistService Portal, and Now Assist context menu that are active on the instance.
The Self-Service performance dashboard page contains indicators that help you analyze the deflection performance of Now Assist self-service experiences like Now Assist in Virtual Agent and Service Portal. Use the date range and feature filters to view deflection and self-service performance indicators for a certain period and Now Assist experience. The filter selection applies to all visualizations on the page. The default date range is 30 days.
- Deflection rate based on the number of queries resolved by a Now Assist self-service capability, for example, Now Assist in Virtual Agent.
- Breakdown of percentage of user queries responded to by Now Assist self-service capabilities.
- Now Assist self-service capability that contributed to the most number of successful conversations, that is, conversations with feedback as Resolved.
Deflection performance indicators
- Total number of queries
-
This area of the dashboard shows the total number of user queries received by the selected Now Assist self-service capability. In a conversation, when the user selects other list items such as Show next answer and Show more results, the user input is considered as part of the same query. When Now Assist in Virtual Agent detects an intent switch, for example, if the user types a different query or selects Start a new conversation, it's counted as a new query.
Figure 1. Total number of queries indicator - Total number of query responses
-
This area of the dashboard shows the total number of responses where active Now Assist skills in the self-service capability presented content for the users to review. The Now Assist skills in Virtual Agent include Now Assist Q&A Genius Results, Now Assist Multi-Turn Catalog Ordering, and Now Assist Topics. If no content is presented in the response, the query is marked as No Response Provided.
Figure 2. Total number of query responses indicator - Query resolution status
-
This area of the dashboard shows the resolution status of user queries which is determined based on the feedback provided by users on the query response.
- Resolved: Indicates that the user found the response to be useful and effective or the user didn't provide any feedback.
- Not Resolved: Indicates that the user didn't find the response presented by the Now Assist self-service capability to be useful and indicated this response through a negative feedback.
Figure 3. Query resolution status indicator - Deflection rate
-
This area of the dashboard shows the percentage of user queries resolved by the Now Assist self-service capability. The deflection percentage is calculated using the following formula: (Number of resolved queries/Total number of queries) x 100.
Figure 4. Deflection rate indicator
Self-service indicators
- Requestor initiated events
-
This area of the dashboard shows a breakdown of the queries handled by the selected Now Assist self-service capability. For example, when you select Now Assist in Virtual Agent in the Feature dropdown, the indicator shows the number and percentage of queries handled by Now Assist in Virtual Agent. The indicator helps you understand which self-service capability has effectively handled user queries.
Figure 5. Requestor initiated events indicator - Successful conversations by capability
-
This area of the dashboard shows the Now Assist self-service capabilities by the number of successful conversations they contributed to. Successful conversations are determined based on the feedback provided by the user on the query response.
Figure 6. Successful conversations by capability