Adoption and Engagement page in Assistant analytics

  • Release version: Australia
  • Updated October 27, 2025
  • 2 minutes to read
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    Summary of Adoption and Engagement page in Assistant analytics

    The Adoption and Engagement page in Assistant analytics provides ServiceNow customers with a comprehensive dashboard to monitor how users are adopting and interacting with assistants over time. This page aggregates key metrics such as user growth, engagement levels, conversation trends, and channel usage to help administrators track assistant adoption, evaluate engagement strategies, and optimize assistant deployment.

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    Key Features

    • Average Active Users: Displays the average number of users actively engaging with at least one assistant during a selected period, indicating ongoing engagement levels and adoption effectiveness.
    • New Users: Shows the count of first-time users interacting with assistants within the selected date range, highlighting growth in the user base and adoption success.
    • Average Conversations per User: Calculates the average number of conversations per unique user, revealing how frequently users interact with assistants.
    • Active Assistants: Identifies the number of assistants actively driving engagement as of the last date in the selected range, helping pinpoint which assistants contribute most to adoption.
    • Conversation Volume Trend: Visualizes conversation volumes over time by assistant, enabling analysis of activity spikes or drops to inform engagement strategies.
    • Assist to Execution Trend: Tracks the ratio of assists used per execution or action, assessing the effectiveness of assistants in delivering outcomes.
    • Conversations per Channel: Breaks down conversation distribution across communication channels such as Teams and Slack, supporting optimization of assistant deployment across platforms.
    • New User Growth: Monitors the growth of new users in a selected timeframe to evaluate onboarding and adoption initiatives.

    Key Outcomes

    By leveraging the Adoption and Engagement dashboard, ServiceNow customers can:

    • Gain actionable insights into user adoption and engagement trends to tailor strategies for increased assistant usage and retention.
    • Identify which assistants and channels are most effective, enabling data-driven decisions to improve assistant deployment and user experience.
    • Measure the efficiency of assistants in converting assists into successful executions, providing a metric to refine assistant performance.
    • Track new user acquisition and overall conversation volume trends to monitor growth and the impact of adoption initiatives.

    View how users are adopting assistants and engaging with them over time, helping you track growth, activity, and interaction patterns.

    The Adoption & Engagement dashboard page aggregates metrics related to user adoption and engagement, including average active users, new user growth, conversation volume trends, assist-to-execution trend, and channel distribution. The visual widgets enable administrators to monitor how assistants are being adopted, how frequently they are used, and how engagement evolves across different channels and time periods. These insights support targeted strategies to drive adoption and improve user engagement.
    Figure 1. Adoption & Engagement dashboard page in Assistant analytics
    Adoption & Engagement dashboard page in Assistant analytics.
    The visualizations on the Adoption & Engagement page help you with the following.
    • Track user growth and engagement trends to inform strategies for increasing assistant adoption and user retention.
    • Identify patterns in conversation volume and channel usage, enabling you to optimize assistant deployment.
    • Monitor assist-to-execution trends to assess how effectively assistants are using assists to deliver desired outcomes.
    Average Active Users
    This area of the dashboard shows the average number of users actively engaging with at least one assistant in the selected period. This metric indicates the level of ongoing engagement and helps track the effectiveness of adoption initiatives.
    Figure 2. Average Active Users
    Average Active Users.
    New Users
    This area of the dashboard shows the number of new users interacting with assistants for the first time in the selected date range. This metric highlights the growth in user base and helps you assess the effectiveness of adoption initiatives.
    Figure 3. New Users
    New Users.
    Avg Conversations/User
    This area of the dashboard shows the average number of conversations per unique user in the selected date range. It's calculated using the following formula: (Total AI assistant conversations)/(Number of unique users). This metric reveals how frequently users are interacting with assistants.
    Figure 4. Avg Conversations/User
    Avg Conversations/User.
    Active Assistants
    This area of the dashboard shows the number of active assistants as on the last date of the selected date range. This metric helps you in identifying the assistants which are currently driving engagement and contributing to adoption.
    Figure 5. Active Assistants
    Active Assistants.
    Conversation Volume Trend
    This area of the dashboard shows the trend of conversation volumes over time, broken down by assistant. Hover over the chart to see total conversations by assistants and to view the % of conversations on that day relative to the total number of conversations in the selected date range. This metric helps you investigate periods of high or low activity to understand underlying causes and adjust engagement strategies.
    Figure 6. Conversation Volume Trend
    Conversation Volume Trend.
    Assist to Execution Trend
    This area of the dashboard shows the average number of assists consumed per execution or action on a given day. For example, if 100 assists were consumed to complete 50 executions, the assist to execution ratio is 2:1. This metric helps you assess how effectively assistants are using assists to deliver desired outcomes.
    Figure 7. Assist to Execution Trend
    Assist to Execution Trend.
    Conversations per Channel
    This area of the dashboard shows the distribution of conversations across different channels such as Teams, Slack, and so on.
    Figure 8. Conversations per Channel
    Conversations per Channel.
    New User Growth
    This area of the dashboard shows the growth of new users in a selected date range. A new user is a user who has had their first conversation with an assistant in the selected date range. Track new user growth to evaluate the success of onboarding and adoption efforts.
    Figure 9. New User Growth
    New User Growth.