AI Search Analytics analytics dashboard

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 12 min. de leitura

    • The AI Search Analytics analytics dashboard displays key performance metrics, trends, and reports for AI Search usage. Analysts can apply interactive filters to view performance analytics for individual search applications and to select the time frame to analyze.

    Figura 1. AI Search Analytics dashboard - main page, Overview section
    AI Search Analytics dashboard - main page, Overview section.
    Figura 2. AI Search Analytics dashboard - main page, Search results section
    AI Search Analytics dashboard - main page, Search results section.
    Figura 3. AI Search Analytics dashboard - main page, Queries section
    AI Search Analytics dashboard - main page, Queries section.
    Figura 4. AI Search Analytics dashboard - main page, Top clicked results section
    AI Search Analytics dashboard - main page, Top clicked results section.
    Figura 5. AI Search Analytics dashboard - Queries page, Queries over time report
    AI Search Analytics dashboard - Queries page, Queries over time report.
    Figura 6. AI Search Analytics dashboard - Queries page, Query Analysis section
    AI Search Analytics dashboard - Queries page, Query Analysis section.
    To access the AI Search Analytics dashboard, navigate to All > Usage Insights, select an application's Launch Dashboard link, then select the Search Analytics icon or link in the modules menu. To learn more about the Usage Insights dashboard, see Overview of the dashboard.
    Nota:
    If the dashboard doesn't load, follow the steps from Configure Service Portal to send analytics data to enable it.

    To access the Queries page, select View all in the Queries section header of the main page.

    You can improve the visual experience by using the dark theme. For more information, see Working with themes in Next Experience.

    To access the AI Search analytics dashboard, navigate to All > Usage Insights, select an application's Launch Dashboard link, then select the Search Analytics icon or link in the modules menu. To learn more about the Usage Insights dashboard, see Overview of the dashboard.
    Nota:
    If the dashboard doesn't load, follow the steps from Configure Service Portal to send analytics data to enable it.

    In the Queries section of the dashboard, you can view the query lists on their own page by selecting View all. To return to the main dashboard from the sub-page, select AI Search Analytics.

    You can improve the visual experience by using the dark theme. For more information, see Working with themes in Next Experience.

    Required ServiceNow AI Platform roles

    To view the AI Search Analytics analytics dashboard, you must have the ais_admin role and one of the following roles:
    • analytics_admin
    • analytics_viewer
    • portal_analytics_admin
    • portal_analytics_viewer
    • web_analytics_admin
    • web_analytics_viewer

    Use cases

    For examples of how different people in your organization would use this dashboard, see these use cases.
    User Dashboard use
    Any of the following:
    • Service Portal Analytics administrator or viewer
    • Usage Insights administrator or viewer
    • Web Analytics administrator or viewer
    • View and monitor search usage and search performance for a specified search application and date range
    • Review search trends to better understand the needs of search application end users
    • Gain insights on how to improve search experience and knowledge coverage by identifying common search queries that yield no results or low-quality results

    Interactive filters

    Filter Description
    Search application Specifies the search application configuration for which you want to see search analytics metrics, trends, and reports. You can search for a search application configuration or select its name in the list. Select Apply to make your filter selection take effect.
    Nota:
    You can only select a single search application configuration in this filter. The filter list only includes Appsee-enabled web portal applications.
    The filter list includes search application configurations that are configured to use AI Search and that are used in any of the following contexts:
    • A service portal
    • A Next Experience workspace search
    • Next Experience global search
    • Mobile Platform search
    • Now Assist in Virtual Agent enhanced chat
    • Recommended Actions

    The dashboard reports metrics for all search queries in the selected search application configuration that satisfy your Date range constraint. These may include user searches submitted directly to a search application that uses the configuration and searches submitted through interaction with other ServiceNow AI Platform features, such as Virtual Agent.
    Date range Specifies the range of dates for which you want to see search analytics metrics, trends, and reports. By default, the dashboard displays data from the last 30 days. You can choose one of the preset date ranges or set your own start and end dates. Select Apply to make your filter selection take effect.
    The dashboard retains data from the last 180 days. Specifying a date prior to this range may cause the dashboard to update slowly or to show incomplete data.If you select a date from outside of this range, the system displays an error message and the dashboard reverts to the last valid date range selection. If you haven't selected any valid date range, the dashboard reverts to its default date range.
    Nota:
    When you select a custom date range, the dashboard may take longer to load than when you select a preset date range.

    The dashboard reports metrics for all search queries in the selected date range that satisfy your Search application constraint. These may include user searches submitted directly to the search application and searches submitted through interaction with other ServiceNow AI Platform features, such as Virtual Agent.
    Language Specifies the query language for which you want to see search analytics metrics, trends, and reports. By default, the dashboard displays data for queries in all languages. Select Apply to make your filter selection take effect.
    Organization Specifies the user organization for which you want to see search analytics metrics, trends, and reports. By default, the dashboard displays data for queries from users belonging to all organizations. Select Apply to make your filter selection take effect.
    Geography Specifies the user geographical region for which you want to see search analytics metrics, trends, and reports. By default, the dashboard displays data for queries from users in all geographical regions. Select Apply to make your filter selection take effect.

    Metrics, trends, and reports

    The dashboard includes a main page and a Queries page accessible from the View all link in the Queries section.
    Nota:
    To improve performance, the AI Search Analytics dashboard caches results from its source tables for 60 minutes. You may not see search queries from the last 60 minutes reflected in the dashboard's metrics, trends, and visualizations.
    Tabela 1. Main page
    Title Visualization type Source tables Description
    Overview section
    Search users Line
    • Metric and trend: AI Search Analytics Dashboard Unique Search Users [sn_ais_admin_tools_ai_search_analytics_dashboard_unique_search_users]
    • Report: AI Search Analytics Dashboard Daily Search Users [sn_ais_admin_tools_ai_search_analytics_dashboard_daily_search_users]
    • Metric indicates the total count of unique users who submitted search queries in the selected application and date range.
    • Trend describes how the number of unique search users changed in the selected application and date range.
    • Report displays the number of unique search users in the selected application for dates in the selected range.
    Nota:
    Searches performed while impersonating another user are ignored for this metric, trend, and report.
    Total queries Line AI Search Analytics Dashboard Total Searches and Clicks by Date [sn_ais_admin_tools_ai_search_analytics_dashboard_total_searches_by_date]
    • Metric indicates the total count of search queries submitted in the selected application and date range.
    • Trend describes how the count of search queries submitted changed in the selected application and date range.
    • Report displays the count of search queries submitted in the selected application for dates in the selected range.
    Average response time Donut
    • Metric and trend: AI Search Analytics Dashboard Average Search Response Time [sn_ais_admin_tools_ai_search_analytics_dashboard_average_response_time]
    • Report: AI Search Analytics Dashboard Daily Average Response Time [sn_ais_admin_tools_ai_search_analytics_dashboard_daily_average_response_time]
    • Metric indicates the average search query response time for the selected application and date range.
    • Trend describes how the average search query response time changed in the selected application and date range.
    • Report displays the distribution of search query response times in the selected application for dates in the selected range. Response times are categorized as <1 second, 1–2 seconds, or >2 seconds.
    Searches over time section
    Searches over time Line AI Search Analytics Dashboard Total Searches and Clicks by Date [sn_ais_admin_tools_ai_search_analytics_dashboard_total_searches_by_date] The count of search queries executed, search result clicks, and Genius Result clicks in the selected application for dates in the selected range.
    Search results section
    Genius Results (triggered vs. clicked) Horizontal Bar AI Search Analytics Dashboard Trending Genius Result [sn_ais_admin_tools_ai_search_analytics_dashboard_trending_genius_result] The most frequently triggered and selected Genius Result configurations in the selected application and date range.
    Average click position Donut AI Search Analytics Dashboard Average Click Position [sn_ais_admin_tools_ai_search_analytics_dashboard_average_click_position]
    • Metric indicates the average position of user-selected search query results for the selected application and date range.
      Nota:
      Positions indicate result numbers. For example, a position of 2 means that the user selected the second result returned for a search query.
    • Trend describes how the average position of user-selected search query results changed in the selected application and date range.
    • Report displays the distribution of positions for user-selected search query results in the selected application for dates in the selected range.
    Self-Solved Rate Line AI Search Analytics Dashboard Total Searches and Clicks by Date [sn_ais_admin_tools_ai_search_analytics_dashboard_total_searches_by_date]
    • Metric indicates the percentage of search queries that produced a search result click for the selected application and date range.
    • Trend indicates how the percentage of search queries that produced a search result click changed in the selected application and date range.
    • Report indicates the percentage of search queries that produced a search result click in the selected application for dates in the selected range.
    Queries section
    Top queries Table AI Search Analytics Dashboard Trending Search Terms [sn_ais_admin_tools_ai_search_analytics_dashboard_trending_search_terms] The most frequently submitted search queries in the selected application and date range, by percentage of total search queries for the application and date range.

    To access the Queries dashboard and see more details and entries for this report, select View all in the Queries section header.
    Queries with no clicks Table AI Search Analytics Dashboard Queries with no Clicks [sn_ais_admin_tools_ai_search_analytics_dashboard_queries_with_no_clicks] The most frequently submitted search queries in the selected application and date range for which users didn't select any search result, by count.

    To access the Queries dashboard and see more details and entries for this report, select View all in the Queries section header.
    Queries with no results Table AI Search Analytics Dashboard Queries with no Results [sn_ais_admin_tools_ai_search_analytics_dashboard_queries_with_no_results] The most frequently submitted search queries in the selected application and date range that produced no results, by count.

    To access the Queries dashboard and see more details and entries for this report, select View all in the Queries section header.
    Top clicked results section
    Top clicked results Table AI Search Analytics Dashboard Trending Search Content [sn_ais_admin_tools_ai_search_analytics_dashboard_trending_search_content] The most frequently clicked search results in the application and date range, by percentage of views that resulted in a click.
    Tabela 2. Queries page
    Title Report type Source tables Description
    Queries over time Line AI Search Analytics Dashboard Total Searches and Clicks by Date [sn_ais_admin_tools_ai_search_analytics_dashboard_total_searches_by_date] The count of search queries executed in the selected application for dates in the selected range.
    Query Analysis section
    Top queries Table AI Search Analytics Dashboard Trending Search Terms [sn_ais_admin_tools_ai_search_analytics_dashboard_trending_search_terms] The most frequently submitted search queries in the selected application and date range, by percentage of total search queries for the application and date range.

    To view additional details on a search query, including its average response time and top results, select the query entry in the Top queries column.

    To display additional report entries, select Load More at the bottom of the table.
    Queries with no clicks Table AI Search Analytics Dashboard Queries with no Clicks [sn_ais_admin_tools_ai_search_analytics_dashboard_queries_with_no_clicks] The most frequently submitted search queries in the selected application and date range for which users didn't select any search result, by count.

    To display additional report entries, select Load More at the bottom of the table.
    Queries with no results Table AI Search Analytics Dashboard Queries with no Results [sn_ais_admin_tools_ai_search_analytics_dashboard_queries_with_no_results] The most frequently submitted search queries in the selected application and date range that produced no results, by count.

    To display additional report entries, select Load More at the bottom of the table.

    Metrics, trends, and reports

    The dashboard includes a main page and a Queries sub-page accessible from the View all link in the Queries section. The View all link in the Search queries section opens the Search Events [sys_search_event] table in list view.
    Nota:
    To improve performance, the AI Search analytics dashboard caches results from its source tables for 60 minutes. As a result, you may not see search queries from the last 60 minutes reflected in the dashboard's metrics, trends, and visualizations.
    Tabela 3. Overview section
    Title Description
    Search users This numeric metric shows the total number of unique users who submitted search queries.

    The trend describes how the number of unique search users has changed since the start of your selected date range.

    The chart shows the number of unique search users for dates in your selected date range.

    Search users metric, trend, and chart.
    Nota:
    Searches performed while impersonating another user are ignored for this metric, trend, and chart.
    Total queries This numeric metric shows the total number of search queries submitted.

    The trend describes how the number of search queries has changed since the start of your selected date range.

    The chart shows the number of search queries submitted for dates in your selected date range.

    Total queries metric, trend, and chart.
    Searches over time This chart shows counts for searches in your selected date range. It includes three sets of values:
    1. The number of search queries executed
    2. The number of search results that users clicked (selected)
    3. The number of Genius Result answers that users clicked (selected)
    Searches over time chart.
    Average response time This numeric metric shows the average response time for search queries in milliseconds.

    The chart shows the distribution of search query response times, broken out into buckets.

    The trend describes how the average response time for search queries has changed since the start of your selected date range.

    Average response time metric, chart, and trend.
    Average click position This numeric metric indicates the average position of user-selected search query results.

    The chart shows the distribution of positions for user selected search query results.

    The trend describes how the average click position has changed since the start of your selected date range.

    Average click position metric, chart, and trend.
    Self-Solved Rate This metric indicates the percentage of search queries that produced a search result click (selection).

    The chart shows the distribution of search queries that did and didn't produce search result clicks.

    The trend describes how the self-solved rate has changed since the start of your selected date range.

    Self-solve rate metric, chart, and trend.
    Tabela 4. Search queries section
    Title Description
    Search queries This list shows user-submitted search queries.
    Each entry displays the following details:
    • Search query: The search query.
    • Click position: The result number for the first search result the user selected, or 0 if the user didn't select any search result.
    • Genius Result type: The Genius Result configuration that generated the first Genius Result answer for the search query, or N/A if no Genius Result answer was displayed for the search query.
    • Language: The language in which the search query was submitted.
    • Geography: The geographical region associated with the user who submitted the search query.
    • Organization: The organization that the user who submitted the search query belongs to.
    • Date: The date the search query was executed.

    To view entries for these search queries in the Search Events [sys_search_event] table, select View all.

    Search queries list.
    Tabela 5. Queries section
    Title Description
    Top queries This list shows the most frequently submitted search queries.

    Top queries list.

    To view this list on its own sub-page, select View all. To return to the main dashboard from the sub-page, select AI Search Analytics.
    Queries with no clicks This list shows the most frequently submitted search queries for which users didn't select any search result.

    Queries with no clicks list.

    To view this list on its own sub-page, select View all. To return to the main dashboard from the sub-page, select AI Search Analytics.
    Queries with no results This list shows the most frequently submitted search queries that produced no results.

    Queries with no results list.

    To view this list on its own sub-page, select View all. To return to the main dashboard from the sub-page, select AI Search Analytics.
    Low performing query themes This list shows the worst performing search queries.

    Low performing query themes list.
    Tabela 6. Top clicked results section
    Title Description
    Top clicked results This list shows the most frequently clicked search results.

    Top clicked results list.