Skill details
Summarize
Summary of Skill details
The Skill details dashboard page in Now Assist Analytics enables ServiceNow customers to monitor usage and performance metrics for specific skills. It provides key visual indicators to help you understand how a skill is being used and how well it meets user needs. You can select any skill—active or inactive—from a drop-down list, which also shows the skill family (e.g., ITSM, HR) it belongs to, and filter data by date range to analyze trends over time.
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Key Features
- Skill engagement trend: Displays usage patterns of a selected skill over a defined period, allowing you to identify increases or decreases in engagement.
- Acceptance rate: Shows the percentage of skill executions accepted by users, indicating how effectively the skill meets requirements. A high acceptance rate signals strong performance, while a low rate suggests improvement needs.
- Number of actions: Indicates the scale of skill usage by counting each execution as an action, with trend line comparisons to previous periods for performance evaluation.
- Daily active users: Breaks down the number of unique users interacting with the skill daily, providing insight into user activity levels.
- Skill-specific dashboards: Different skills have tailored dashboards with relevant indicators. For example, Flow Generation skills include unique metrics such as total actions, accepted actions, and acceptance rates.
Practical Use for ServiceNow Customers
By leveraging the Skill details dashboard, you can:
- Track how frequently and effectively specific skills are used within your organization.
- Identify skills that require optimization based on acceptance rates and user engagement trends.
- Customize analytics by creating your own dashboards and mapping them to particular skills, enhancing your ability to monitor and manage skill performance.
- Make informed decisions to improve digital workflows and user satisfaction by understanding skill performance through actionable metrics.
Example: Flow Generation Skill Indicators
- Usage trend: Interactive chart showing how often the Flow Generation skill is used over time.
- Total actions: Counts all executions of the Flow Generation skill within the selected date range, reflecting overall usage volume.
- Accepted actions: Number of times generated flows were accepted by users, indicating successful outcomes.
- Acceptance rate: Percentage ratio of accepted actions to total actions, measuring skill effectiveness with the formula: (Accepted actions / Total actions) × 100.
Use the Skill details dashboard page to view usage and performance indicators of a skill.
The Skill details dashboard page contains indicators pertaining to a specific skill. The indicators provide insight into skill usage and performance. Select a skill from the drop-down list to view the indicators. The drop-down lists both active and inactive skills. Each skill has a subtitle that identifies the skill family that it belongs to, for example, ITSM, HR, and so on. Use the date range filter to view skill usage and performance over a certain period. The date range filter selection applies to all visualizations on the page. See Now Assist Analytics dashboard indicator details for information on the data and calculations behind each indicator.
- Skill engagement trend visualization for a selected period can reveal patterns in skill usage.
- Acceptance rate visualization shows how well the skill met the requirements of users who used the skill. A high acceptance rate for a skill is an indicator of good performance. A low acceptance rate among skill users indicates that the skill doesn’t meet the requirements either fully or partially.
- The number of actions visualization for a selected period can reveal the scale of the skill executions. The trend line comparison shows the increasing or decreasing trend from the previous period.
- The daily active users visualizations show a breakdown of daily active users by skill to help you see user activity on the skill.
Skill details indicators
The indicators on skill details pages might differ based on the skill selected. For example, summarization skills might have different set of indicators compared to generation skills because each skill is mapped to its own dashboard that contains a set of indicators related to the skill.
The Now Assist Analytics dashboard comes with some default skill-to-dashboard mappings to get you started. The default dashboards are visible to users with the Now Assist Analytics Viewer [sn_na_analytics.viewer] role. You can create your own dashboards and map them to skills. See Create a dashboard with the in-line editor and Map a skill to a dashboard for more information on creating custom dashboards and mapping them to skills, respectively.
The following indicators are for the Flow Generation skill.
- Skill usage trend indicator
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This area of the dashboard shows the Flow Generation skill usage in a trend chart for the selected filters. The visualization is interactive. Hover over the trend lines to see the number of times the Flow Generation skill was used.
Figure 2. Skill usage trend indicator - Total Flow Generation actions indicator
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This area of the dashboard shows the number of flow generation actions for the selected date range. A single use of the Flow Generation skill represents an action. The headline number is an indicator of the scale of flow generation skill usage across products. The trend line comparison shows the increase or decrease in the number of actions from the previous period.
Figure 3. Total flow generation actions indicator - Accepted flow generation actions indicator
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This area of the dashboard shows the number of flow generation actions, that is, the number of flow generation skill executions that resulted in flows that were accepted by the users.
Figure 4. Accepted flow generation actions indicator - Acceptance rate indicator
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This area of the dashboard shows the acceptance rate of Flow Generation skill based on user acceptance of the flow. The percentage is calculated using the formula: (Total number of accepted flow generation actions/Total number of flow generation actions) x 100.
Figure 5. Acceptance rate indicator