---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# User Experience for HR Service Delivery

# User Experience for HR Service Delivery {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of User Experience for HR Service Delivery

The Usage Insights dashboard offers essential views for monitoring key performance indicators (KPIs) of web applications on the Employee Service Portal.
Accessible through Dashboard and Reporting, it enables you to track user experiences and improve user journeys by analyzing engagement data over time.
Show full answer Show less  

## Key Features

* **Monitoring KPIs:** Track metrics such as total active users, sessions, page views, unique users, average session duration, retention, funnel completion, and top events from the dashboard.
* **Analytics Activation:** Enable analytics upon first application launch to start tracking user interactions. Consent settings may vary based on geographic location.
* **Event Tracking:** Monitor specific events like to-do actions, successful logins, and survey responses through the Usage Insights \> Analytics \> Events section.
* **User Flows:** Gain insights into user behaviors and workflows to create more intuitive journeys by analyzing employee to-dos and request progress.
* **Knowledge Article Usage:** Evaluate how employees interact with knowledge articles through the analytics section.

## Key Outcomes

By utilizing the Usage Insights dashboard, you can effectively track and analyze user engagement, leading to enhanced user experiences and improved service delivery. Expect to see detailed reports and analytics over various timelines (daily, weekly, monthly), enabling informed decision-making and continuous improvement in HR service operations.  
Usage Insights dashboard provides dashboard views for monitoring the key performance indicators (KPIs) of web applications built on the Employee Service Portal.  
You can access the dashboard from Dashboard and Reporting. Monitor key performance indicators of the users experiences to create more intuitive user journeys. Click the respective session for a detailed analysis.

* Enable the analytics to view the number of users and their engagement rates over time.
* Analyze the analytics such as geographic, sessions, operating system, and more.
* Track user actions, see user flows, and understand user behavior.
* Gain visibility into the workflows and create more intuitive user journeys.
{#user-exp-hrser__ul_amy_yfy_znb}

## Dashboard overview {#user-exp-hrser__section_kdb_gky_znb}

From dashboard, you can track the following employee sessions, page views, and actions. Navigate to Usage Insights \> Dashboard for more information on the following modules and controls:

* Total active users
* Total sessions
* Page views
* Unique users
* Average session duration
* Retention
* Funnel completion
* Top events
{#user-exp-hrser__ul_w53_gky_znb}

To track the actions, you must enable the analytics first.

## Enable Analytics {#user-exp-hrser__section_izx_ttn_ynb}

When you launch the application for the first time, you must enable the consent for tracking
the user analytics. Based on your geographic location, your consent settings may change.

## Event tracking {#user-exp-hrser__section_x5c_zh3_b4b}

Track the following events, status, and progress of the following events. Navigate to Usage Insights \> Analytics \> Events for more information.

* To-do opened
* To-do completed
* My requests
* Relevant for you
* Successful login
* Tracking enabled
* Tracking disabled
* View knowledge article
* Successful submissions at survey response
* Unsuccessful attempts at survey response
* Submit record producer request
* Submit catalog request
* Search
{#user-exp-hrser__ul_y5c_zh3_b4b}

## Employee To-dos {#user-exp-hrser__section_j3k_s3f_d4b}

Track the employee to-dos, tasks, actions, short descriptions, and status from the sessions section. Navigate to Usage Insights \> Sessions \> Timeline for more information.

* To-do type
* To-do opened
* To-do completed
{#user-exp-hrser__ul_k3k_s3f_d4b}

## Relevant for you {#user-exp-hrser__section_ewp_vlk_f4b}

Track the Relevant for you information from the sessions section. For example, you can see article title, page id, and more. Navigate to Usage Insights \> Dashboard \> Sessions \> Timeline for more information.

## My Requests {#user-exp-hrser__section_xq3_yks_f4b}

Track the progress of My Request information from the sessions section. For example, you can see Action: Ask A Question, Action: Accept Resolution, HR Case, HR
Service, and more. Navigate to Usage Insights \> Dashboard \> Sessions \> Timeline for more information.

## Knowledge {#user-exp-hrser__section_q4t_mks_f4b}

See how employees use the progress of knowledge articles. Navigate to Usage Insights \> Analytics for more information.

## Analytics and reports {#user-exp-hrser__section_zg3_2ls_f4b}

See the analytics about usage, technical, geographic, events, retention, and more. Navigate to Usage Insights \> Analytics for more information. You can see the reports for various timelines such as
daily, weekly, monthly.