Skill details
Summarize
Summary of Skill details
The Skill details page in ServiceNow provides a comprehensive dashboard to monitor usage and performance indicators for specific skills. It allows users to select any active or inactive skill from a drop-down menu, displaying relevant performance metrics tailored to the chosen skill. This enables insight into how skills are utilized and how effectively they meet user needs across a selected date range.
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Key Features
- Skill Selection: Choose from both active and inactive skills, with each skill labeled by its skill family (e.g., ITSM, HR) for clear identification.
- Date Range Filter: Apply a date range to analyze skill performance trends over a specific period; the filter affects all visualizations on the dashboard.
- Usage and Performance Indicators: Includes visualizations such as skill usage trends, acceptance rates, number of actions taken, and daily active users, providing detailed insights into skill activity and effectiveness.
- Skill-Specific Dashboards: Different skills may display unique sets of indicators depending on their function (e.g., summarization vs. generation skills). Default mappings exist for ease of use, but custom dashboards can be created and mapped to skills.
- Role-Based Access: Default dashboards are accessible to users with the Now Assist Analytics Viewer [snnaanalytics.viewer] role, ensuring appropriate data visibility.
Skill Details Indicators for Flow Generation Skill
- Skill Usage Trend: Interactive trend chart showing how frequently the Flow Generation skill was used, helping identify usage patterns.
- Total Flow Generation Actions: Displays the total count of flow generation executions within the selected date range, reflecting the scale of usage, with trend comparisons to previous periods.
- Accepted Flow Generation Actions: Shows the number of flow generation executions that were accepted by users, indicating successful outcomes.
- Acceptance Rate: Percentage metric calculated by dividing accepted actions by total actions, providing a clear measure of how well the skill meets user requirements.
Practical Value for ServiceNow Customers
Using the Skill details page, ServiceNow customers can effectively monitor and analyze how different skills perform in their environment, helping identify strengths and areas for improvement. The acceptance rate and usage trends offer actionable insights to optimize skills, enhance user satisfaction, and ensure alignment with business needs. The ability to customize dashboards and map them to specific skills allows organizations to tailor analytics to their unique requirements.
Use the Skill details page to view usage and performance indicators of a skill.
The Skill details dashboard page contains indicators pertaining to a specific skill. The indicators provide insight into skill usage and performance. Select a skill from the drop-down to view the indicators. The drop-down lists both active and inactive skills. Each skill has a subtitle that identifies the skill family it belongs to, for example, ITSM, HR, and so on. Use the date range filter to view skill usage and performance over a certain period. The date range filter selection applies to all visualizations on the page.
- Skill usage trend visualization for a selected period can reveal patterns in skill usage
- Acceptance rate visualization shows how well the skill met the requirements of users who used the skill. A high acceptance rate for a skill is an indicator of good performance. A low acceptance rate among skill users indicates that the skill doesn’t meet the requirements either fully or partially.
- The number of actions visualization for a selected period can reveal the scale of the skill executions. The trend line comparison shows the increasing or decreasing trend from the previous period.
- The daily active users visualizations show a breakdown of daily active users by skill to help you see user activity on the skill.
Skill details indicators
The indicators on skill details pages might differ based on the skill selected. For example, summarization skills might have different set of indicators compared to generation skills. This is because each skill is mapped to its own dashboard that contains a set of indicators related to the skill.
Now Assist Analytics dashboard comes with some default skill-to-dashboard mappings to get you started. The default dashboards are visible to users with Now Assist Analytics Viewer [sn_na_analytics.viewer] role. You can create your own dashboards and map them to skills. See Create a dashboard with the in-line editor and Map a skill to a dashboard for more information on creating custom dashboards and mapping them to skills respectively.
The following indicators are for the Flow Generation skill.
- Skill usage trend indicator
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This area of the dashboard shows the Flow Generation skill usage in a trend chart for the selected filters. The visualization is interactive. Hover over the trend lines to see the number of times the Flow Generation skill was used.
Figure 1. Skill usage trend indicator - Total Flow Generation actions indicator
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This area of the dashboard shows the number of flow generation actions for the selected date range. A single use of the Flow Generation skill represents an action. The headline number is an indicator of the scale of flow generation skill usage across products. The trend line comparison shows the increase or decrease in number of actions from the previous period.
Figure 2. Total flow generation actions indicator - Accepted flow generation actions indicator
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This area of the dashboard shows the number of flow generation actions, that is, the number of flow generation skill executions that resulted in flows which were accepted by the users.
Figure 3. Accepted flow generation actions indicator - Acceptance rate indicator
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This area of the dashboard shows the acceptance rate of Flow Generation skill based on user acceptance of the flow. The percentage is calculated using the formula: (Total number of accepted flow generation actions/Total number of flow generation actions) x 100.
Figure 4. Acceptance rate indicator