Skip to content
Integration of HR Service Delivery with ServiceNow applications › HR Service Delivery › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

User Experience for HR Service Delivery

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.

Dashboard overview

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

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

Enable Analytics

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

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

Employee To-dos

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

Relevant for you

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

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

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

Analytics and reports

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.

Parent Topic:Integration of HR Service Delivery with ServiceNow applications