Usage Insights release notes

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • The ServiceNow® Usage Insights application enables you to monitor usage analytics of ServiceNow® Next Experience web applications as well as ServiceNow® Virtual Agent, ServiceNow® ServiceNow mobile, and ServiceNow® Service Portal applications. Usage Insights was enhanced and updated in the Zurich release.

    Usage Insights highlights for the Zurich release

    • Access the analytics overlay faster via the new utility icon and then redirect to the analytics dashboard by selecting Analyze with User Experience Analytics on the overlay.
    • Experience enhanced analytics with UXA filters on dashboards, configurable session metrics, Pages in User Experience Analytics, drill-down in inline dashboards, and a condition builder for Events.

    See Usage Insights for more information.

    Important:
    Usage Insights is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Zurich release

    Analytics overlay experience
    Try the new utility icon that shows you the key usage metrics for the pages that you're navigating to without having to leave the application page. The shortcut gives you faster access to the contextual analytics overlay.
    UXA-PA integration enhancements
    Experience the enhancements by enabling UXA filters on dashboards, additional metrics configuration for sessions, and the inclusion of Pages in the User Experience Analytics data source. Furthermore, inline dashboards for Usage Insights data now offer drill-down, and the Events data source benefits from a new condition builder.

    UI changes

    Coral theme
    Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.

    Activation information

    Usage Insights is a ServiceNow AI Platform feature that is active by default.