Now Assist Center Performance Explorer dashboard

  • Release version: Australia
  • 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. This dashboard helps in investigating individual execution records, assessing performance metrics, and identifying usage patterns to optimize AI asset deployments.

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    Key Features

    • Two Sub-tabs: The dashboard consists of Assistants and Agents tabs, each showing execution-level details for the respective asset types.
    • Assistants Tab: Displays a table of individual assistant executions with filters such as Date, Assistant Name, Result Type Offered, Conversation End State, Deflection Outcome, and Deflection State to refine data views. Key displayed fields include:
      • Assistant Name: Clickable to view full execution records.
      • Executed On: Date of execution.
      • Result Type Offered: Outcome types like answer, deflection, or transfer.
      • Conversation End State: Final state such as Open or Faulted.
      • Inferred CSAT: Customer satisfaction score derived from conversation signals.
      • Transfers and Escalation: Indicates if conversation was handed off to a live agent.
      • Assist: Number of assist actions performed.
      • Deflection Outcome and State: Success and status of deflection attempts.
      • Effort Score: Reflects user effort to complete the interaction.
    • Agents Tab: Shows execution details for AI agents with filters including Date, State, E2E Latency (seconds), and a search by Agent Name. Important fields include:
      • Agent Name: Name of the AI agent executed.
      • Executed On: Date of execution.
      • State: Execution state such as Completed or Terminated.
      • Tool Calls and LLM Calls: Counts of tool and large language model calls made during execution.
      • E2E Latency (S): Total execution time from start to finish.
      • Tool Latency and LLM Latency: Latency contributions from tool and LLM calls.
      • Assists Consumed: Number of assist credits used.
      • Inferred CSAT: Customer satisfaction score based on interaction signals.

    Key Outcomes

    ServiceNow customers can leverage this dashboard to:

    • Gain transparency into assistant and AI agent execution details for performance monitoring and troubleshooting.
    • Identify success rates, user effort, and customer satisfaction metrics to improve conversational AI effectiveness.
    • Analyze latency and resource consumption for AI agents to optimize response times and operational efficiency.
    • Filter and drill down on execution data to uncover trends and issues impacting AI-driven engagements.

    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.