Now Assist Center Performance Explorer dashboard

  • Release version: Zurich
  • Updated June 2, 2026
  • 2 minutes to read
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    Summary of Now Assist Center Performance Explorer dashboard

    The Now Assist Center Performance Explorer dashboard enables ServiceNow customers to review and analyze detailed execution data for assistants and AI agents deployed across their organization. It provides insights into individual executions, performance metrics, and usage patterns to help optimize AI asset deployments and improve customer engagement outcomes.

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    Key Features

    • Two Main Sub-tabs:
      • Assistants: Displays execution details of virtual assistants, allowing filtering by date, assistant name, result type, conversation end state, deflection outcomes, and more.
      • Agents: Displays execution details of AI agents, enabling filtering by date, state, latency metrics, and agent name search.
    • Filters and Search: Both sub-tabs offer filters and reset options for narrowing down relevant execution records.
    • Execution Metrics for Assistants: Includes assistant name, execution date, result types offered (answer, deflection, transfer), conversation end state, inferred customer satisfaction (CSAT) scores, transfer/escalation information, assist counts, deflection outcomes and states, and effort scores reflecting user interaction effort.
    • Execution Metrics for AI Agents: Includes agent name, execution date, execution state (e.g., Completed or Terminated), counts of tool calls and large language model (LLM) calls, end-to-end latency, latency contributions from tools and LLM, assist credits consumed, and inferred CSAT scores.

    Key Outcomes

    By leveraging this dashboard, ServiceNow customers can:

    • Investigate individual assistant and agent executions to identify successes or issues.
    • Analyze performance metrics such as latency, deflection success, customer satisfaction, and assist consumption to optimize AI asset efficiency.
    • Understand user interaction effort and conversation outcomes to improve virtual assistant effectiveness and escalation handling.
    • Make data-driven decisions for managing and enhancing the deployment of assistants and AI agents within their ServiceNow environment.

    Use the Now Assist Center Performance Explorer dashboard to review and analyze the execution details of assistants and AI agents across your organization.

    Now Assist Center Performance Explorer dashboard

    The Now Assist Center Performance Explorer dashboard displays execution-level details for assistants and AI agents. Use the dashboard to investigate individual executions, analyze performance metrics, and identify patterns across your AI asset deployments.

    The Performance Explorer dashboard includes two sub-tabs: Assistants and Agents. Each sub-tab displays a table of individual executions for the selected asset type.

    Assistants

    The Assistants tab displays a list of individual assistant executions. Use the Date, Assistant Name, Result Type Offered, Conversation End State, Deflection Outcome, and Deflection State filters to narrow results. Select Reset Filters to clear all applied filters.

    Figure 1. Assistants tab of the Now Assist Center Performance Explorer dashboard
    Assistants tab showing a table of assistant executions with columns for Assistant Name, Executed On, Result Type Offered, Conversation End State, Inferred CSAT, Deflection Outcome, Deflection State, and Effort Score.
    Assistant Name
    The name of the assistant that was executed. Select the assistant name to view the full execution record.
    Executed On
    The date on which the assistant execution occurred.
    Result type Offered
    The type of result that the assistant offered during the execution, such as an answer, a deflection, or a transfer.
    Conversation End State
    The state of the conversation at the end of the execution, such as Open or Faulted.
    Inferred CSAT
    The inferred customer satisfaction score for the execution, calculated based on conversation signals.
    Transfers and escalation
    Indicates whether the conversation was transferred or escalated to a live agent during the execution.
    Assist
    The number of assist actions performed by the assistant during the execution.
    Deflection Outcome
    The outcome of the deflection attempt, indicating whether the conversation was successfully deflected.
    Deflection State
    The state of the deflection for the execution, such as deflected or not deflected.
    Effort Score
    A score reflecting the level of effort required by the user to complete the interaction, based on conversation signals.

    Agents

    The Agents tab displays a list of individual AI agent executions. Use the Date, State, and E2E Latency (S) filters, or the Search Agent field, to narrow results. Select Reset Filters to clear all applied filters.

    Figure 2. Agents tab of the Now Assist Center Performance Explorer dashboard
    Agents tab of the Performance Explorer dashboard, showing a table of AI agent executions with latency, call, and CSAT columns.
    Agent Name
    The name of the AI agent that was executed.
    Executed On
    The date on which the AI agent execution occurred.
    State
    The state of the AI agent execution, such as Completed or Terminated.
    Tool Calls
    The total number of tool calls made by the AI agent during the execution.
    LLM Calls
    The total number of large language model (LLM) calls made by the AI agent during the execution.
    E2E Latency (S)
    The end-to-end latency of the execution, in seconds, measured from the start to the completion of the AI agent run.
    Tool Latency
    The cumulative latency contributed by tool calls during the execution.
    LLM Latency
    The cumulative latency contributed by LLM calls during the execution.
    Assists Consumed
    The number of assist credits consumed by the AI agent during the execution.
    Inferred CSAT
    The inferred customer satisfaction score for the execution, calculated based on interaction signals. See Exploring Conversation Insights for more information.