Usage Insights release notes
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Summary of Usage Insights Release Notes - Yokohama
The ServiceNow® Usage Insights application provides analytics for monitoring usage across Next Experience web applications, including Virtual Agent, ServiceNow mobile, and Service Portal apps. In the Yokohama release, Usage Insights has been enhanced with a redesigned UI, improved data filtering, and expanded user property configurations to deliver deeper insights and a better user experience for tracking application engagement.
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Key Features
- Redesigned User Interface: Usage Insights navigation is now under the Platform Analytics module, featuring a cleaner and unified layout, simplifying access to analytics and data foundation sections.
- Advanced Filtering and Segmentation: All analytics pages support filters by date range, user type, country, and customizable user properties, enabling more precise data segmentation and analysis.
- Custom User Properties: New configuration options allow customers to define which user-related fields, including user roles and departments, are available for filtering and viewing, providing tailored insights.
- Granular Event Filtering: Event data can be filtered by event properties, enhancing the ability to extract specific and actionable usage insights.
- User Information in Events: Displays the count of unique users performing an action alongside total event occurrences for more comprehensive usage understanding.
- Extended User History: Detailed session and user data retention has been extended to two years for improved historical analysis.
- Optimized Metrics: Updated calculations for metrics such as percent time on app and average duration per page, with aggregation of client, network, page load, and server time into unified performance visualizations.
Important Upgrade Information
- The Usage Insights module has been relocated under Platform Analytics, with administrative functions moved to Platform Analytics Administration > UX Analytics settings.
- Previously created custom user properties must be reconfigured in the new UI as the old configurations are no longer supported.
- Default country consent policies have been updated to "No Consent Required" for new users, although existing custom consent settings and user tracking preferences remain unchanged.
- Several features have been removed, including automatic mobile app actions, filtering by crashed/offline sessions, user/session tagging, and geographic map views.
- Access to the new Usage Insights experience requires ADC version 3; customers on ADC version 2 will continue to access the legacy Xanadu version.
Usage and Activation
Usage Insights is an AI Platform feature activated by default. It supports Web Content Accessibility Guidelines (WCAG) 2.1 AA standards with minor exceptions in navigation voiceover and some visualizations. The application integrates with Platform Analytics, enabling customers to distribute and analyze KPIs through customizable dashboards and receive insights on significant events.
The ServiceNow® Usage Insights application enables you to monitor usage analytics of Next Experience web applications as well as Virtual Agent, ServiceNow mobile, and Service Portal applications. Usage Insights was enhanced and updated in the Yokohama release.
Usage Insights highlights for the Yokohama release
- Access analytics more quickly across tracked ServiceNow applications in the redesigned UI.
- Add and use new custom user properties more easily in the application. This requires older custom properties to be reconfigured under the new setup.
- Advanced querying capabilities including user segmentation across all usage data and filtering of events by event property.
See User Experience Analytics for more information.
Important information for upgrading the Usage Insights to Yokohama
- The Usage Insights module is moved under Platform Analytics.
- Custom user properties must be reconfigured.
- Default country and user consent policies are updated to No Consent Required.
- The Usage Insights UI and navigation structure are reworked.
New in the Yokohama release
- Added filtering capability to all analytics pages
- Analytics pages have various filter options to help segment data including Date range, User type, and Country. Other filters appropriate to each page are available.
- Configurable user properties
- Filter usage data by custom user groups across all Usage Insights pages. Custom user properties can also be added to User details pages. User roles and department are available by default. Other user-related fields can be added to Usage Insights.
- Granular event filtering
- Filter event data using event properties to provide more specific and actionable insights into your data.
- User information added to events
- The number of unique users who performed an action visible next to the total occurrences of the event.
UI changes
- Primary Usage Insights navigation has moved under the All menu.
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- Usage Insights experience moved under Platform Analytics module.
- Usage Insights administrative functions moved under the module.
- Updated navigation within Usage Insights
- Navigation to Analytics pages simplified to Analytics and Data Foundation sections for each application.
- New layout
- The previous navigation has been replaced with a more unified, cleaner look and feel which enables you to understand the usage, user experience, and user satisfaction with your application.
- Improved Funnels UI
- The UI has improved readability and navigation.
Changed in this release
- New custom user property configuration
- An easy way to configure which user-related fields are available to use as filters and in user details. Configured user properties are available for all applications. Previously created custom user properties are no longer supported and must be recreated in the new UI.
- Country consent policies are set by default to No Consent Required
- Default country consent policies are now set to No Consent Required. If you have previously updated your country consent policies, they will retain the custom setting. Existing users who have set their tracking preferences will retain their settings. New users will not require consent for tracking unless you update your country consent policies.
- Longer user history
- Detailed data for users and sessions extended to two years.
- Optimized the way metrics are calculated
- Percent time on app and Average duration per page calculations changed compared to the application view in Xanadu or prior releases. Percentage time on app was Percentage time on site in Xanadu or prior releases.
- Client page load and Full page load aggregated in the same visualization
- All performance metrics associated with Client, Network, Page Load, and Server time are aggregated together.
Removed in this release
- Automatic actions in the mobile app, including tap and swap.
- Filtering by crashed/offline sessions in mobile applications.
- Option to tag/favorite for users/sessions.
- Geographic map view of sessions.
- Users flow
- Insights
Activation information
Usage Insights is a ServiceNow AI Platform feature that is activated by default.
Additional requirements
Customer must use ADC v3 to access the new Usage Insights experience. Customers on ADC v2 will have access to the Xanadu version of Usage Insights.
Accessibility information
Usage Insights supports the Web Content Accessibility Guidelines (WCAG) 2.1 AA accessibility standard except for these aspects:
- Voiceover for navigation paths
- Color patterns for time series and pie visualizations
- Data table for time series and pie visualizations