[Music] thank you good morning good afternoon good evening we are at the top of the hour we're going to go ahead and get started uh my presenter that's coming is actually having some connectivity issues he just reached out to me so but I think he'll be here shortly um Dan and Tara if you can keep an eye out or Dan keep an eye off when he comes in he can definitely join so again welcome and thank you thank you for coming to platform analytics Academy today we have a really good one on tap um it looks like he's joining Zoom now so I think we'll be good um real quickly let me just do some um logistical things that we do every call that I want to make sure that we put this out there for you these sessions are for you uh we try as hard as we can to bring fresh ideas better understanding and practical guidance and I know that the topic today is definitely one that has been uh asked for we touched it um a couple years ago uh so we decided to revisit it so things have changed and um that's what we're going to do today so this will be recorded it will be out on the Community page uh later on this evening or early tomorrow morning uh and it's also out on our YouTube channels as well please feel free to ask questions if you could put those in the Q a window that would uh be a lot better for us I do have other panelists on that will be monitoring and if there are questions that can be answered via type they'll definitely do that if there are questions that are related to where we are in the content then we may stop sahi and ask that question we'll see how that goes and then if there are any questions that come in that are unrelated to the topic that we're covering today then we'll try as hard as we can to get the get to those towards the end uh if time per minutes okay I'm struggling making my slides before there we go Safe Harbor I know that zahi has one of these in his uh slide deck as well but we always like to make sure that we put this out there I don't know how much Forward Thinking uh things are in his uh slide deck but again it's always safe to put this in here so Safe Harbor make sure that no buying decisions are made on uh anything that we're given to you uh today so please just keep that in mind and then again my name is Thomas Davis and we do have zahi here thank you for joining he's going to be our presenter today and then we have uh Dan who is here I know Tara will be here at some point and I believe Adam may be here uh as well but if not I always like to show who's here so uh thank you all for joining and helping out and again like I said today we are going to talk about um using ux analytics to optimize web experiences so user experience analytics is what we're going to be looking at today uh I'm crazy excited I Know Dan is uh as well because we do get a lot of these questions uh in the community and having more content at our fingertips via this presentation and demo is always great for us so with that I believe that zahi has joined so zahi if you have you're definitely welcome to start sharing absolutely hi Thomas and hi everyone thank you very much for joining and thank you for your time I'm gonna start the share right now so to quickly introduce myself I'm a product director on the platform analytics team I own user experience this analytics platform and also several sections and the platform analytics uh world and very excited to talk to you today on how user experience analytics can help you optimize your servicenow web experiences so we already mentioned the Safe Harbor regarding for looking statements or ux analytics and this presentation so please keep that you might so we'll briefly go over the agenda for those of you who are less familiar with ux analytics we'll do a quick intro we'll talk about how we can set up analytics across the different application types we'll talk about an extremely important point on how to manage end user consent and yeah go ahead Thomas yes I can there's a there's a pretty bad latency issue so uh we're actually seeing a mixture of your title slide in the safe harbor so um if you're on the agenda slide we're actually not seeing that yet yeah I don't know if that locked I don't know if it froze the video okay so just one second I truly apologize listen at the end of the day uh for those who share my screen that he is in Israel so obviously there's some distance here but um we're gonna work through it so yes you are sharing your screen now and we see the agenda and I hope the audio is in sync as well um please let me know if you yeah we'll see additional latency one once I switch uh great um so regarding managing end user consent we'll also review some of the deliverables that will be included in the Vancouver release um and then the majority of our session will be around the live product demo on the dashboard and we'll wrap up by showing you um kind of exciting capabilities on how you can embed ux analytics data as part of your next experience dashboards so I've switched to the next slide uh Thomas then if you can confirm that uh we're in sync yep we're good yes great happy to hear um past the technical issues so user experience analytics is servicenows usage analytics platform it is used to analyze uh usage engagement adoption retention across multiple servicenow assets including mobile platform service portal virtual agent the next experience and recently in the Utah release also core UI kind of the classic servicenow experience so user experience analytics is automatically embedded into all of these applications and helping you understand user behavior and engagement across these different application types we'll cover the key features in the demo but our usage analytics platform allows you to track single user and single session data that's kind of the raw data on kind of the building blocks that helps us analyze the data and on top of the of the raw data we provide you with a plethora of different analytics analysis capabilities including user flow analysis navigation paths funnels cohorts the ability to send and analyze your custom events analyze retention and and much more so we'll go through that in the in the demo now let's talk briefly on how to set up and activate user experience analytics across the different application types so on the left we can see a table of all the different application types which I've mentioned and we can also see the first supported release so you can see that for most of the application types ux analytics support has been around for a while uh next experience was added in the San Diego release and I mentioned that core UI support was added in Utah all of these channels and all of the applications in these channels are tracked automatically by ux analytics it means that you don't need to do anything to start tracking these applications and there's a table on the instance which can actually show you which applications are tracked with user experience analytics the name of the table is user experience analytics settings it will contain a record for each tracked application and you can actually enable or disable user experience analytics settings for specific application if you choose to do so you can do this by clicking on the actual record and editing the enabled flag um obviously all the changes are immediate once you enable or disable tracking for a specific application it will automatically take effect now there is one note to mention initially when we deployed ux analytics for service portal it was not tracking all the portals by default so for customer for a while and use the first version of ux analytics for portals not all portals are tracked by default so to enable tracking for a specific portal you would need to log in to this to the portal record under portals for example in my example we have an AI search admin tools portal and we have this button of create analytics settings so if you see the label create an Olympics settings it means that ux analytics is not enabled on that specific portal and once you click on it then tracking will DNA how to access the act in order to access the dashboard you would simply type user experience analytics and click on it board Link in order to view the dashboard link the user would need to have either one of the admin roles or one of the viewer roles the admin roles can actually change settings like enabling or disabling tracking for a specific application and the viewer role can access the dashboard and review the analytics data and we also have a hierarchy of rows for each channel so for example if you want to provide users with the ability to View mobile applications we would grant them with mobile analytics viewer role if you want them to view all types of web applications we would grant them with a web analytics viewer and we can see that we have three other roles for portal analytics next experience analytics and core UI analytics obviously if we want to Grant users access to all the different applications we would just give them Analytics for now unfortunately we do not support app level permission in future releases now before jumping to the dashboard I want to talk about this critical point I would say that in probably the most important aspect for customers and this is managing end user consent and privacy aspects of analytics tracking um and I as I mentioned I have some exciting news to share regarding the Vancouver release so prevancouver and Vancouver will be released obviously later this year in the October or November time frame this is the default consent policy that comes out of the box for user experience analytics so first of all the default policies depend on the end user's location the location is determined by the user's IP address we've learned that is this is actually problematic in some cases because we have many companies and customers that are using corporate vpns where the location of the the VPN is not the physical location of the user and this can leads to um kind of skewing the actual user location so this is actually sold in Vancouver but you can see that the default policy that for U.S custom use end users are automatically opted in for tracking users in the European Union are presented with a yes no pop-up and users in other locations of the world will receive a notice here we can see screenshots of the yes no pop-up and the notice and and pre-vancouver we have some configuration and some customization options available for managing user consent um mainly these two system properties so essentially these two properties will allow you to disable the notices and to opt in all the users for analytics tracking but it's fairly limited so for example we had requests from customers to show the yes no pop-up to all the cast all the users regardless of their location uh happily this will be supported in Vancouver um another type of customization we can offer today is changing the text that would appear either in the EU message or in the notice message it's part of the system UI messages kind of for the standard messages mechanism in servicenow so you can adapt the legal language in in the notifications the the wording that you see here that can be modified so I do want to talk a little bit about what we're going to deliver in Vancouver so this is already completed and will be available to customers uh when Hoover will go ga so following customer requests we are adding that we're no longer bounded by those strict three different regions of USA and all other countries uh we can actually set a per country um policy and you can see that we support five different policies in Vancouver uh between those policies you can see explicit opt-in notice no consent required we can also disable tracking for specific countries and we also support a new mode that is called basic tracking that will only track a very minimal amount of data only increasing counter without capturing any personal or identifiers um we can also apply a single the same consent policy across all countries with a single click of a button uh as you can see here apply consent policy to all countries and we've also introduced new location detection policies please excuse my uh my typo so as I mentioned um ip2 location can sometimes be problematic so we've introduced three new location detection policies in Vancouver the first one will be user country so we can actually use the user's country field from the table as the user location the jio IP that is currently supported and we've also allowed customers to create their own custom scripts for determining policies for example we had one use cases one one use case that a specific user was not supposed to be tracked for example so any type of custom scenario would be achievable with these scripts so I know I spent a significant amount of time of this on this but this is actually a critical issue and we want to make sure that our customers always remain compliant with all privacy regulations and also giving them enough configuration and flexibility to cater for their own specific use cases brilliant so I'm gonna pause screen sharing for a minute while I will jump to the demo meanwhile just to remind you that if you have any questions you can type them in the chat I'm glad you spent some time in the consent because I know that is a that is a big that is a a big issue a big current issue so thank you uh absolutely and uh definitely waiting for the um for the Vancouver release to solve hopefully all the problems in that in that specific area yeah great so I've I've logged into one of our uh demo instances uh this is our demo Hub portal um so this is an employee uh facing portal for servicenow employees and it actually allows us to generate a demo instances with demo ready content um so in in this demonstration we'll kind of address an employee facing portal scenario uh I'll start with our kind of ux analytics homepage this is where we can see a list of all the applications on our instance that are tracked I can see that they are sorted by the number of active users we can see how many active users sessions and average sessions per user we have per application it is important to note that ux analytics tracking is specific for a single application we have this cross instance view which is um kind of giving you a bird's eyes our Bird's eyes view on what's Happening across the different applications but the real analysis is happening on the on the single application Level so what we can see here that first of all all of our statistics and and kpis are um Bound by a specific date range which is mandatory our default date range is the last 30 days and in the overview Port we can see the total number of active users number of sessions number of page views and average session duration the way we Define a user is based on their ccid we are not storing the user assisted ID we're storing a hashed says ID but if the same user is logging through multiple browsers or multiple devices then obviously we only count them as one user and new users are users who have used the portal for the first time during the selected date range regarding sessions so a session starts with the first page load and ends after 30 minutes of inactivity so the data in the dashboard is near real time you would see the data refreshed once the session is ended after those 30 minutes of inactivity so it's kind of not in real time but I would say as near to real time as it can be pages and pages are are tracked automatically um and they're based on the page IDs you have configured as part of the portals or sport of the of the platform and we can also see the average session duration and a trend line for total users and total sessions we can also group these graphs by daily weekly or monthly breakdowns and we can see the trend line we can of course export the data in the bottom part we can see additional information regarding events funnels and retention so events are actually the activities or actions that users perform within pages pages are tracked automatically we do have some out of the box tagging for some events but I would say the um this the effort that is required from customers who are implementing ux analytics on web applications with servicenow is to decide kind of which user activities are important to track and which analytics questions we want to answer with events and then actually creating the the code Snippets for sending these events to ux analytics we'll talk about it as we as we progress in in the demo but this is actually a critical part here we can see that we have these five out of box events we have successful again submit record producer request we have this event of analytics enabled uh search and view knowledge article now let's start drilling into those uh I would say the raw data real quick real quick if you may end up answering this question if so just just disregard and we'll get to it when it happens but the question is for the users that are tracked are we able to track user experience about Persona example Frontline disk list user versus manager personas to better understand experience by persona great question so this is not something that is supported out of the box but customers can push what we call user Properties or user dimensions and for example the role or Persona can be a custom Dimension that is pushed to ux analytics um we'll talk about it more in a minute but in the same way that customers can send ux analytics custom data points and events they can also push custom properties and end user dimensions but the answer is yes but it will require some coding and additional effort okay I think that other questions good for good to ask here too um there's one that just came in on customer if customer consent is not there are what all basic analytics are still measured um yeah by servicenow and available on user analytics dashboard so is there anything if there is no user consent and uh if there is anything what is there a great question so when there is no consent then ux analytics will only track the counter's data it means that if a specific individual launched the application we would know that there was an active user but we would not know who that active user is if the user visited the page then we would increase the page counter but we would not associate any information with the actual user so it means that when you're looking at counters in ux analytics this is actually a hundred percent of the data but for example in this view in this sessions view you will see this notice that the view only contains sessions of users that opted in for advanced analytics tracking so you might see a different number of sessions in this view than in the overview definitely here we can see a gap of around 200 sessions and those sessions are belong to users that opted out of tracking so great question all right that's it go ahead you can go on thanks so if we click on on one of the sessions you can see that ux analytics is actually tracking page views so we have two types of tags that can happen during a session a page visit or an event for example you can see that this event is called initiate search and it has several properties as we call them we can see the search keyword for example we can see that its user entered and we can see the page ID now this is an out of box event in the same way customers can create their own events and we'll actually cover this right now and show you how you can push your own custom data so as part of your custom portal widgets you would simply call these methods okay I will include there is a link to the actual developer docs but I would say in the same way you would tag events in any analytics platform you would push events to ux analytics the event would include the name of the event of course in this example we can see manage account is an event and we can also add additional properties here we have three properties function name user type and Company and this is the the way you would send custom events data to ux analytics so it's fairly simple and straightforward but as mentioned it will require some product work of deciding which events we want to track and obviously engineering work of actually coding these events to uh to the custom portal widgets now I can of course incorporate these uh events and properties in my queries so for example if I want to know in how many sessions we had an event where the event is initiate search we can also filter by the properties where the type is user entered so we'll we'll run this query and we'll get the number of sessions so in the last 30 days we had 293 sessions we're in the session the initiate search event was triggered and the type was user entered now in the same way I can also run a user query so in most cases customers are interested to know how many Unique Individuals have performed a certain action so I can run a similar query but just for Unique users so I would run a query all the users that had a session in the last 30 days and in that session we triggered event initiate search where type is user enter all right and we can see by the way here that we have 2300 users that have used this application this portal all times and after I run this query this is kind of a bit of a heavy query so it might take a while to run but I would get the result of uh of total unique users that have uh triggered this event where search is user entered right so we can see overall we have 189 users that uh meet this criteria and if I click on a specific user record then we can actually see the session and uh here is the initiate search event and this is the type user entered now if you recall uh we talked about analyzing data per Persona so this is the area where you can actually see those custom Dimensions or custom user properties here we can see that we only have one out of box property which is instance name but this is the area that once you push those custom user Dimensions this is where the dimensions will appear and this is how I can actually include them in my queries okay now we kind of reviewed the the raw data kind of the the building blocks sessions and users and now we can talk about the the third object type in user experience analytics and web analytics which is the page object so under UI analysis and pages we would see a list of all of our portal Pages sorted from the most viewed to the list viewed page so we can see that in our case catalog items is the most popular page we can see how many views and how many sessions we can also see that this page is actually included in 90 of sessions and the average duration I can of course export this list regarding the names as I mentioned these are pulled from the actual page record from the instance now if I click on one of the pages I will see additional information including performance information so performance data was uh released as part of of Utah it's this area here and we we see that customers find this this product extremely interesting um so we can look for example on additional statistics um like the average page load time and we can also see a daily trend line with those average load times and we can segment between what we call client page load which is more of the client-side render and full page load which also takes into account the the network calls so this data can also be exported and as mentioned this is a fairly new capability that is included in the in the uter release if we scroll down we can also analyze um kind of the previous and next page navigation so we can see that in most cases the previous page before demo Hub catalog is catalog items and the next page after demo Hub catalog will be submitted request and we can see the breakdown the percentage breakdowns of previous and next page uh for the demo Hub catalog so this is a very nice visualization kind of helping us understand what is the typical Journey that users take prior on landing on a specific page and after visiting a specific page and if we kind of zoom out one more level we have the navigation paths feature which will actually show us how users navigate across all the different pages so our starting point is here this is the session store so we can see that obviously that in most cases 85 percent and customers land on catalog items and then uh 49 of them actually end the session and we can see kind of how users kind of progress and navigate and all the different paths that users take and uh kind of the most popular paths another great thing we can do is actually select a specific page for example submitted request and we can make it the root of our analysis and then see navigations specifically from this page so here we can actually see expected behavior that most users after submitting a request would simply end the session but we'll just leave the browser but we can see that others are continuing to catalog items and then actually submitting more requests so this is kind of very interesting to see after submitting the first request users go back to the demo Hub catalog and submit additional requests and we can potentially even find uh users that it's a bit more Venture requests in a single session um so this is a a very interesting analysis that helps you understand what are the most I would say common and popular patterns that users have on a specific web application hey a question came in real quick especially with us with us talking about different Navigation paths and that sort so how do workspaces work with this specifically agent workspace is that something that currently is can be tracked as well or where are we yes absolutely so um with agent workspace the page tagging structure will be slightly different for example for every new tab in agents workspace we will tag it as a page but other than that it would work in a similar way um I would say the only difference is the way that the out of box tagging is working for portal Pages versus Agent workspace okay great thank you sure any other questions it's just confirming is that also true for service operations workspace it doesn't really matter what the sports base is right you can you can track it uh that's a great question but uh in general the page tagging logic is identical to all workspaces um so I would say the same uh the same rule rules that applies to all types of workplaces okay so uh so the UI analysis section is mostly around analyzing Pages page navigation page performance um and I think this kind of uh this module in the dashboard really gives you a very good understanding of where users spend their time in the in the web application um but up next I wanted to talk to you a little bit and present funnels so typically in every application we have a specific flow or or specific flows that we want users to to follow in our in our portal specifically we're focused on session I've actually built this foreign demo funnel and we'll analyze it and we'll also build our own funnel so this is a four-step funnel a step of users that started any session then visited catalog items then visited page um Joe you'd ask the question I'll throw it out there could you follow up on that because I asked because I was looking for a little bit more information from you on that so if you could type in you know if you could type in more info on that question because I want to know whether it's something we should discuss here on this session or whether I can take that offline with you um then the other questions do we have data on I think a lot to be probably a fairly common question is um when we're talking about do we have data on the different widgets indicators and clicks that users do on a PA workspace or PA dashboard um and I don't know if you're back in this x I don't believe we do on the on the core UI or the the Legacy dashboards but I don't want to speak out of turn uh you're correct actually then so for core UI we don't have this data but for the next experience dashboards we do have this data starting the Vancouver release so it's not available yet but will be included in the next week and that will be like the platform analytics workspace or any other or where dashboards or dashboard content is embedded in any other next experience View correct it will be on the on the date of this level but just just to further expand on that so obviously if the dashboard is loaded in the context of platform analytics workspace it would show up under the platform analytics workspace application if it's a part of a different workspace like agent workspace or any other workspace it would be under the context of that works um oh yeah go ahead sorry no I'm sorry I didn't want to catch I had one other question um saying that can we can we know the dashboard or report dashboard or report names and which roles will have access to these reports or events inside of the user experience analytics dashboard um no that's not something that is currently provided okay um so to kind of quickly recap the the funnel uh example we can see how many users progress from each step to the next and we can also see the average total completion time so in our portal it takes user 41 minutes and 41 seconds on average from the beginning of the session to actually submitting a record producer request okay now funnels span across multiple sessions so if I had multiple sessions then uh all of them are kind of combined when analyzing a funnel because a funnel counts unique users and not sessions so in every report we need to understand what are we counting and what are we analyzing so funnels specifically analyze users and I'll quickly demo how we can create a new funnel so I would give the funnel a name and then I I'll start configuring the steps so for example if you want to analyze funnels just for new users I can select session start as my first step of the analysis and then for example I can select an event trigger let's go with initiate search this will be a simple two-step funnel uh it can take a few seconds for the funnel to process um typically it's very fast um and we can see that the funnel that we created so we can see how many new users we had in this period 639 new users and 8.6 percent of them after the event initiate search and on average we can see that it's taking users four days to complete their first search on the on the portal okay um another form of analysis I wanted to show is the cohort analysis so funnels show us um how many users or what is the percentage of users that completed a certain action while cohorts show us how often users complete a certain action now we do offer an out of the box cohort for retention so this will show us in this example how often users return and log in to the portal so the way that cohorts work we can see that each row represents a different cohort of users in this case we can see that on the week of June 5th we had 164. new users get logged into the portal for the first time forty percent of them have logged into the portal again during that week and we can see the percentages in following weeks so for example this box tells me that 18 of this cohort of users in this cohort have logged in again in the week following their first week of usage so overall here we I would say we were probably seeing an average of 20 retention uh for first week and it really depends on the use case to decide if this is a a good number or something we need to improve for example for our internal servicenow employee portal we see very high retention rates in the area between 60 and 70 percent for example so it really depends on the on the use case now going back to the cohorts setup so as I mentioned the retention cohort is provided out of the box but for example I want to to know what is the kind of pattern around submitting a request so I'll create a new cohort so I will Analyze This cohort by new users and my my action to analyze would be submitting a record producer request okay like funnels so this chord will take a few seconds to to process let's refresh the page great so we can see that it's ready um and this is very interesting to see so again we can see the number of new users in each week so let's focus on on the week of June 12 we see 121 new users and we can see that uh more than 50 percent of the specific chord actually submitted a request within the first week and we can see that in following weeks the percentages is very low so from this I can learn that the typical kind of behavior is users kind of using the portal for the first time submitting a request and then maybe in the following weeks they have more needs from the portal but their their first need and the immediate need is typically fulfilled in in the same day I'm actually switching to daily analysis and we can say that this uh hypothesis is actually seems to be accurate so we can see very high percentages of users that actually submitting requests within the first uh day of visiting and logging into the portal so again this this analysis gives me a great understanding of how users are kind of Behaving uh over time which with regards to specific content on on my port next we have a few additional areas in the dashboard one very important area is the events section enter analytics so here we can see a summary of all the events both out of box events and custom events which we've which we've mentioned let's explore again the submit record producer request event so once I click on the event I can see a trend line showing the number of occurrences on a daily basis I can also group it we can export the data the nice part here is that I can even export the actual records and do some further analysis in in Excel for example so if we have some limitations around filtering in the dashboard we can just look at the actual raw records and each row will include the the content we can see the user ID the session start time event time country event name and all the other event property so this this can be very valuable when you want to do some maybe vlookups or pivot tables and further analyze data into analytics and for the submit record producer request we can see the additional properties we have a record item property and we can see the kind of the segmentation on this specific property I can also look at the values so we can see the deploy new instance is the most popular request on on our demo Hub portal so we can actually see that we have these top three requests and all the other request types are are left lower um so and we can do this for other events as well so for example initiate search and we can see kind of the keyword breakdown for example again this is mostly used for testing and demo purposes but we see that there's no specific term that users search for procurement is the most popular term and getting 2.8 percent of searches and with we have a few other uh reports in the dashboard I'll quickly go over them so we can see for example the session duration breakdown uh and this this portal is uh for our internal testing purposes you can see that the the sessions are fairly short we can also see the hourly usage breakdown kind of which hours in the day this is actually in my local time so 5 PM is real time would actually be 10 a.m eastern time which makes sense we can seek out typically more uh kind of more traffic during U.S morning hours we can also see a Geo breakdown of our users obviously vast majority from the us and we can even drill down to the US and see uh where um where most of my traffic is coming from so 95 coming from Washington State so to quickly recap we went over the the basic objects in ux analytics so we have sessions we have users we have pages and events and the reports that we offer in order to analyze these these objects and I kind of strongly encourage you for those of you who potentially have not logged in or used user experience analytics as I mentioned it's already tracking data on your instance and applications so you can just log in and see what data is being captured and which data should be sent and track additional so going back to the deck one last item I wanted to cover is how we can actually consume ux analytics data as part of our platform analytics workspace I'll talk a little bit about about division so today we have kind of the platform analytics workspace and we have user experience analytics and those are two separate experiences our vision is to link all of the analytics data into one place which will be the platform analytics workspace enabling you to essentially consume all ux analytics data through platform analytics workspace will also replace the existing dashboard experience and we will provide with tailored experiences for example a tailored analytics dashboard for employee Center a tailored analytical experience for now mobile or for virtual agent and will also allow you to embed ux analytics data as part of your custom workflows dashboards and applications now we've made initial progress on this in the Tokyo release we've released a store app user experience analytics power integration we'll have a link as part of the of the deck this will actually allow you to consume events sessions and user accounts as part of your next experience analytics dashboards okay uh we're gonna do a quick live demo of this and pause screen share for a minute and uh share my screen that meanwhile if there are any questions uh yeah you were answering a few of them as you progressed but there is one question so it says if user analytics reports um have a very high let's say average high load time for a page who needs to resolve this to reduce the load time of a page considering a servicenow is managed in the cloud and this is also managed by servicenow I'm guessing they're talking about if there's a report or something that comes by default but that takes above average times to load like how would that get resolved that's a great question I think there's no kind of Silver Bullet answer but I would say the first place I would start looking into is actually my uh my custom widgets and custom code um that would probably be a good place to start uh but yeah that will require some engineering work and Engineering analysis to understand what's what's causing this bottleneck and it could be now platform but it can also be some custom code or script that's running on my application I would recommend um when you have those types of scenarios actually contacting our support the now support team um because they because there are they have all sorts of troubleshooting tools and diagnostics for for slow performance and they can usually they can pretty quickly determine where the bottlenecks are and if it needs to get a more advanced dive into it we have a persistence team that's the advanced engineering that can really get into where any potential performance issues might be and I think you may be also maybe also talking about what is actually in the user experience um analytics dashboard like those particular ones because those are not something that are created by the customer so if there's a report or Wizard or whatnot that's inside of that that is just very long I mean is it again that's going to is that a create a high incident I mean how's that work for user analytics information yeah yeah I would say it would work in the same way but go ahead then yeah that was to say it really would be really would be the same thing yeah so it's uh really it's it's uh but that's but that's a good question okay that's it go ahead yep um I'm trying to load the data on our uh demo instance um in case it does not load here I believe looks like it is loading so for those of you who are not familiar with it this is the platform analytics workspace so this would be kind of the go-to place to create and consume dashboards reports kpis and in the future ux analytics data as well and we're gonna create a reusable database component that is actually consuming data from ux analytics so I would create a new database component um let's load a line chart and when I add a data source on my list of available sources I would see user experience analytics this would be enabled after installing Store app let's say I want to present an active users chart so I would select and next experience let's go with our unified navigation app which is the main navigation application in this experience and I want to look at active users I can add the source it will take the data a few seconds to load um I can also by the way configure the date range the default will be the last 30 days and here we can see the trend line we can give it a name we'll call it application active users and once I save this database I can actually reuse it in any dashboard in the same way we can of course load other types of data from ux analytics for example I can select a single score this would give me the number of active users in the last 30 days I can even change my source I can pick a specific event let's go again now experience and lower dates and unified navigation app let's go with the page navigate event and now I can see the number of page navigations in my unified navigation um so this is kind of an exciting capability uh that we've added and as I mentioned in the future we're planning to bring in all ux analytics kpis data and visualizations including funnels and cohorts navigation apps to be consumable and viewable in dashboards and then also in workspaces and in your custom applications and experiences if zahi I think this might be somewhat related to that so I'm and I'm not sure there was a question about apis used to pull this usage data and integrate it with other dashboards breakdowns and that's yeah I'm thinking that's a great question yeah because there's the PA integration that you were talking about but I don't know if there's anything else that we can that we any other Nuance or any other items we need to talk about with that so the the apis that are used by the platform analytics work says are internal they are not accessible for customers we definitely get frequent requests around this probably number two after a user consent um so it's definitely on our roadmap providing a customer facing API that will allow customers to consume uh ux analytics data programmatically perfect thank you fortunately not available yet um I'll finish with a final slide that will be included in the deck that it will be shared with you obviously our first place to go to for questions would be the product documentation it covers all the setup activation roles different types of reports Etc uh the developer docs resource will provide you with the apis that will enable you to push custom data to ux analytics we talked about custom events and customers or properties so that is documented here and we also have a few tutorial videos available we have an overview video on ux analytics we have a video on how to create and analyze conversion funnels and another video on on cohorts uh we obviously also have our servicenow community and our platform analytics Channel where you can post questions and obviously in our ID portal as well yeah so if we have any additional questions now that would be a great time I think we have uh been asking them when necessary and then answering the other ones that have come in so um also are is that is that your completion um yep and I think uh one last note um um I really enjoy engaging with any customers so you can also feel free to reach out to me directly with questions ideas feedback um we have these uh sessions uh occasionally uh but I think with with analytics it's a very use case specific and can be very customer specific so we can also provide some analysis and guidance on your specific use case and how to implement it and how to actually answer your questions with your examples awesome yeah I totally agree and I know that that um Dan you're you're getting deeper into this um the user experience analytics as well so I know that that you're a great source as well um yeah so we just had a confirmation thank you for answering the question on the API I look forward to when it's released you can use it so uh zahi thank you very much uh always grateful I know that uh time zones are much different and the fact that you were willing to accommodate I really really appreciate that and I know that our customers do as well it's always great information and and this stuff I mean what what you were showing today was just pretty amazing so um I think back to my days as a former customer when we were trying to to figure out ways of writing code to do all this stuff and now that we have this directly at our fingertips I think that it's very exciting and I think that everybody should be you know using it to see the Journey of their employees or customers or whatnot so really great stuff and definitely appreciate it and also appreciate you Dan and uh answering questions and uh monitoring the Q a um as well so with that uh we've got a couple minutes so I'll bust right through this uh so uh this will obviously check out our community page uh he just talked about the community uh check it out we'll have uh this information and other information there uh this will be out on our community page for platform analytics uh Academy sessions later on today or early tomorrow morning depends on when the recording comes through but I'll make sure that I get to get that out there for you and then um make sure you look at those Pro tips they're on that same page check those out quick five minute videos just talks about um performance analytics and and your journey and how you should start it and things you should think about really good stuff there obviously now learning check out now learning um I don't know necessarily if uh anxiety maybe I don't know if you know or not are there now learning um courses yet on user experience yes we do have a basic user experience analytics course available on now learning awesome thank you so check that out there along with other platform analytics things as well uh PA Advanced course always like to make sure I continue to let you all know that it's on demand now if you want to check that out and we do have sister academies that put on some really fantastic sessions as well so check those out and with that uh I think it is actually a minute to spare zahi once again thank you very much and Dan I appreciate and I think everyone for joining we uh we love having you all every couple weeks and with that we'll see you in two weeks from now thank you