Using Usage Insights

Monitor usage analytics of your Next Experience web applications as well as Core UI, Service Portal and ServiceNow mobile and applications.

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Learn how you can use Usage Insights to track retention, use cohorts and funnels, and interpret navigation paths.

Note:

When you download raw data from Usage Insights, keep in mind that the internal schema structure can vary between product versions.

• Filtering pages
  Drill down into usage data with standard and custom filters.
• User retention
  User retention reports help you understand if your app meets your users' needs and expectations, and enables you to measure how your optimization efforts impact user retention.
• Cohort analysis in Usage Insights
  A cohort is a group of users separated from other users by similar traits or actions. Cohorts enable you to analyze how many users complete a predetermined sequence of actions so you can track conversion rates.
• Funnel reports in Usage Insights
  Conversion funnels track a specific sequence of actions and 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.
• Navigation paths
  Navigation paths enable you to quickly understand and isolate users' journeys through your web or mobile application. Assess the most and least common navigation paths your users take and how you can improve them.
• Viewing user analytics
  The Users page within the Data Foundation module enables views of individual user journeys through your applications, from their first session to the most recent within the defined date range.
• Viewing session analytics
  The Usage Insights Sessions page in the Data Foundation module lists filterable application sessions that you can drill down into for more detailed insights. Refine the sessions list to focus on data such as selected screens or events for your application.
• View Usage Insights Events
  View user analytics event occurrences to help you analyze core steps within your business processes.
• Usage Insights for pages and screens
  The Pages module for UI Analysis in Usage Insights shows analytics specific to pages on the web-based UI in terms of page use and navigation. View user action, performance, and navigation details for each web page to identify pages where users might be having issues and optimize workflows accordingly.
• 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 ().