so let's get started um so i mentioned before my name is puja gupta i'm the host for employee center academy you would hear from me every month talking about this if you're new to employ center academy let me start with what these sessions are what you should expect um and and so on and the logistics around it so these are sessions that the product team at servicenow has created for you so that you have a forum to ask your questions and interact with product teams directly this is not a presentation so we are not here to deliver a webinar we are we will actually be in the system uh configuring the product live showing you different features and capabilities and answering your technical questions live in this session and then we do this every month so we will be back again next month march 16th is is going to be our next session and the thumb rule if you want to mark your calendars and you haven't already we have an employee centered academy session every third wednesday of month so how do you interact with us on your screen you should see a q a option um and you may need to move your cursor a little bit to see that sometimes use that to ask us questions we will be monitoring that quite regularly throughout the session and we we do not need to hold till the very end to take q a we take q a in the moment um so that there is good engagement so please keep posting your question as and when they come to your mind use the chat for just exactly what we are doing right now interact with this global audience that we have in the session today and um feel free to share your thoughts comments feedback good things bad things anything that is on your mind um we highly encourage that these slides and the recording for this session will be available um and and will be made available in a couple of days for you to go back view it and share it with your peers go back and revisit it when you're actually implementing so we we make everything that we will cover today available for you the best way to access these is the resources that we have mentioned over here so we have employee center community forum where you might have gone to register for this academy session all the recordings all the past sessions and a lot more extra guidance in terms of faqs implementation guides um like q a with the product team is all happening on the employ center community forum so i highly encourage you to use that then we have a now create um on customer success center and uh there's a lot of good resources on how to quickly self-implement as well um encourage you to view that and then we have a youtube playlist if you want to just review all the employee center academy sessions go to youtube and you can actually see them one by one all right so with that let me talk about the topic today today we will be focusing on user experience analytics on employee center experience and employee experiences of obviously a big focus for the employee center and you do need some sort of analytics to understand how that is um going on or the state of it in on employment center we have a very special guest to cover this topic uh it's sahih busiba um zhani you want to introduce yourself and and take it forward from here absolutely thank you very much puja and thank you all for joining this session i'm joining you today from tel aviv israel and as puja mentioned my name is zahi and i'm the product owner for user experience analytics [Music] let's briefly review what we'll discuss today so we'll start with an intro to user experience analytics for those of you who are not familiar with it we'll do a quick live build and demo how to enable user experience analytics on your instance and specifically on your employee center portal then we're going to do a deep dive to the actual product we'll kind of go through all the different features and functionality and obviously as i mentioned you're encouraged to to ask questions and then we'll review some additional configuration and customization options for ux analytics on your specific instance we'll leave time for qa at the end and we'll also try to kind of take questions as we progress in the in the session so what is user experience analytics so this is um servicenow's usage analytic usage analytics platform for all the different assets that is uh kind of uh that are offered in the now platform so initially ux analytics was integrated with the mobile platform as part of the orlando release we've expanded the service portal in paris virtual agent in rome and in our latest san diego release we've also expanded to next experience which is the new ui experience that will be delivered as part of the san diego release and also with all of the workspaces so ux analytics is is integrated today with many servicenow assets and in the upcoming releases we're planning to integrate out of the box with essentially the entire service now product suite and what it enables you is to measure the performance usage adoption of the different features and functionality in the products that you deliver to your end users one important note regarding ux analytics is that it behaves slightly different than other servicenow products we do have a central architecture it means that the data is not actually stored on the customer instance we have a central repository so all the data is stored there it means that ux analytics data is not consuming any storage for or tablespace on your instance and the data is actually securely transported from the central repository to your instance and today we're going to focus on our web analytics solution the terminology for it is user experience analytics for service portal and obviously employee center is kind of running on the on our portals infrastructure so we're going to focus on our web analytics dashboard but just to make sure you're aware that we also have ux analytics offering for mobile and we also have these specialized dashboards that are actually powered behind behind the scenes by ux analytics we have the virtual agent conversational interfaces dashboard and also the ai search dashboard both are actually powered by ux analytics as well we'll briefly review the key features so as mentioned kind of tracking your core kpis for usage around how many users how many sessions what's the average duration how many page views etc very advanced capabilities around analyzing user flows and how users actually navigate in our portal the ability to create advanced funnels and cohort reports the ability to drill down to the single session in single user level at the our very advanced retention and engagement analysis and on top of the ability to create advanced user queries and segments on essentially almost the entire data set that that we offer i think one last slide before we kind of jump jump into it as a data analytics platform uh we're very conscious around data privacy regulations and restrictions so uh there are different behaviors of our tracking per the location of the tracked user so this is the default configuration and we can review how it can be changed later but uh out of the box users that are located in the us will be tracked automatically users in the eu will receive a pop-up notice and they would need to explicitly opt in so these are european union countries and users in other locations of the world will receive this notice with an ok button kind of notifying them that their activity is being tracked users can also obviously control can control if they are being tracked or not and again we'll review some of the admin configurations available to you so let's get started with the super quick and easy setup of ux analytics zahi could we take a question which came online absolutely so rob is asking is user experience analytics the sameish or joined in any way to the performance analytics that is the portal analytics great question so the kind of what you what you're familiar with as the sp log table uh is essentially is not going to be kind of maintained anymore obviously it's still available to you but ux analytics is kind of the next gen analytics for for portal and should definitely be kind of your main goal to the solution when consuming a portal analytics thanks ahi the next one is what are the limitations for user experience analytics when using edge encryption um that's a great question so essentially there shouldn't be any limitations as far as our because the tracking is done uh directly on the end user's device on the browser so it's sent directly from the browser to the central repository so as far as i'm aware and i'll double check that following our call there shouldn't be any impact thanks again the next one is how do we see the privacy statement linked into the privacy notice so uh we will cover that as part of the customization section but the private the default privacy notice and the link are actually stored in um in the system property so that can be viewed and edited to be replaced one comment unfortunately currently we don't support uh localization for the pop-up so it can only be after offered in one language i will say that customers that want to create their own pop-up it's actually doable so that's that's an important point and and last question before we jump to the live build are there any licenses required for this uh no so for the uh service portal analytics and employee center that's kind of delivered as part of the basic package so no additional licenses or costs is associated great so let's get started with the setup so the setup is super easy so we have one plugin it's called service portal analytics you can request that plugin or install it obviously in this instance it's already installed so you can see it here so that's the first step and that's obviously outlined in the presentation that will be shared but just wanted to show it to you here and and then the second step would be enabling the analytics tracking for your specific portal so in my platform and administration i would search for portals and click on portals and i will see my list of portals so here you see that we have employee center we actually have two employee centers here um so once i click on the portal you see this create analytics settings button and the button will automatically appear after you install the plugin for all of your portable records so the only thing i need to do is to click on create analytics settings and that will enable that and that will enable analytics tracking on that specific portal you see here that we have a few configuration options so once i clicked on create analytic settings you can see that it is enabled by default and you can see that we have another configuration here for enabling unauthenticated user tracking by default uh ux analytics will only start user will only start tracking users after they log in to the portal obviously in an employee-facing scenario all employees should probably log in but you might have areas in the portal that are public that is technically possible so if you would like to track those areas that don't require any authentication you can check this box as well and then update the settings there is a notice here that essentially what it says that the servicenow consent management mechanism only keeps in for logged-in users so if you are enabling this feature it's very important to make sure with your privacy and legal teams that everything you're doing is kind of compliant with your organization policies and legal policies that are relevant for for you specifically so that's pretty much it for for the setup and installing the plugin and creating the analytics settings for your relevant portal now after i've done that i can immediately log in to my analytics dashboard so if i type user experience analytics you see a few options here and if i'll click on the dashboard link i will be immediately redirected to the dashboard now one important note obviously the data tracking will only commence after you enable uh the tracking and from that point forward and we'll also review later how you can disable tracking if you if you want to do that for any reason so we'll actually get started and talk about the actual dashboard so this is the dashboard this is the layout the layout is fixed you cannot edit it or change it the default date range is to look at the last 30 days you can of course change it to look at any date range you'd like to analyze now you can see that we're tracking the number of active users and the number of new users um in an authenticated scenario meaning that we're only tracking authenticated users so this this is actually counting users so even if an individual has used multiple devices we will only count him once as one active user and just to cover the definition of new user a new user it means that they had his first session or a user that had his first session during the selected date range so here we have 18 total users nine new and nine are returning users that were active prior to january 17th now regarding the number of sessions so the way we define a session in ux analytics is from the first interaction the user has on the portal until we have 30 minutes of inactivity so the data in the dashboard is near real time it means that we will actualize the data 30 minutes after the last user interaction and that interaction will show up immediately on the dashboard it is possible for you to change this configuration to either a longer or shorter period so that is not supported through the through a ui currently so that will require a support case but it is technically possible okay um so we covered how we computers and sessions page views are tracked automatically as well as part of the integration you don't need to try to tag any pages so every time a user will visit the page that page will be counted and the pages actually correlate to the pages you have in your list of of portal pages so you see here each page has an id and a title so when we will look at the list of pages in the ux analytics dashboard in a minute we'll pre we will see the exact same ideas in title here in the center part we can see a trend line for the total number of sessions i can group it either daily weekly or monthly and anywhere you can see this download button it means that you can export the data to a csv file and same for users i can group the number of users for daily weekly monthly and i can also look at the data for active users versus new users in the bottom part we can see some data relating to retention funnels and events which we will get into in a minute i see a lot of questions so maybe we can pause for a minute and uh and take a few questions absolutely um one interesting question is does the session period of 30 minutes be there after 30 minutes there'll be a new session recorded for the same user uh so so if it's not 30 minutes of usage it's 30 minutes of inactivity so the sessions can the session a single session can be as long as four hours after four hours if there's still activity we will kind of cut the session and we'll start a new session um so obviously we track the entire uh experience and all of the activities [Music] the other question is dutch does page views include individual knowledge articles so i guess it's more about when do you consider it a page view versus an article view so yes so the default uh let's say the out of the box article view pages is counted as a page um it's the same page id for all the article views so the the analysis of which articles were actually accessed will be done by an event so if you want to know how many times the article page was viewed then that will be counted as a page view and if we actually want the breakdown of articles we can access that through custom events and i'll demonstrate that in a minute thanks again let's just take a couple more questions and then we can continue so um one question is is there a delay um from when a user interacts with the portal and when the data starts appearing in the dashboard so the delay is uh so essentially the session is closed after 30 minutes of inactivity so let's say at 10 pm i viewed a single page and clicked the button and then left the portal and didn't do anything so at 10 30 pm the data will be refreshed in the dashboard and i'll be able to actually see it and analyze it okay thank you um do you want to continue to take more questions right here yeah let's let's continue and hopefully you will have time at the end of the session for more questions so i'll i'll kind of review the dashboard i'll go with kind of a bottom-up approach so we'll start with kind of the lowest level of tracking which is the single session tracking so ux analytics actually captures every session every page visit every event um and it it shows up in the sessions grid so we have the menu on the left we started with the overview screen and now we're looking at the sessions grid so here we have a list of all the sessions overall we had 133 sessions in the last 30 days i'll pick one random session here so we can see that this is user number 44 it means that that's the 44th user to use our portal we can see the duration of the session we can see his city level location so the location is actually captured from the ip address we don't store the ip address just translate it to a city level location we can see that this is the second session of this user uh in the portal and overall this user had three sessions and he spent six minutes overall all time on the employee center and here we can see the timeline which actually shows us what the user did so the user visited the homepage and went to the search functionality applied the search for headphones that was actually me and then visited a few different other pages and you can see here that uh a catalog request was submitted for adobe acrobat pro so that was the catalog request that was submitted during that session and everything we see here so this is obviously a single user single session experience uh will be aggregated in the reports we'll review uh the important thing here is that we can now start querying the data so if for example i want to know the number of sessions where a specific event was triggered so i can add the query clauses here so for example let's see in how many sessions search was performed so we can see that search was performed in 21 sessions so we and we can even let's take our headphone search we can even ask a question in how many sessions we had a specific search query so we'll run that query and we'll get the the one session that we just saw so this is the area that i will answer questions of in how many sessions did something happen so that's one level of kind of our ability to query data the second level would be running a user query so i'm not interested in the number of sessions i'm interested in the number of unique users that did something so i'll switch to the users menu and here we can see that we have 45 users all time that have used our employee center and now we can start building a query so you can see that we have all of these different properties here so for example if i want to query how many users from the us have used the portal i can build this query apologies for this error message this is kind of a testing or a qe environment so it's not always 100 stable but in essence again i can build pretty complex queries here so for example i can search for all the users from the us that had a session in the last seven days and in that session they triggered a search event and i can even again maybe let's go with the same the same query we used before so you can see that this is a pretty complex query that i just built all the users from the us that had a session in the last seven days where they triggered an event called search start and the search query value was headphones and i'll hit search hopefully it will work this time great so we got one user back and i can actually click on the user record and you can see this user actually had two locations and again this is me this is my user i actually connected to two different vpns that's why i'm showing it both in amsterdam and in california and you can see this is kind of the the user model window where we can see the entire user history we can review all of the user sessions and we can also review some custom properties so this is one cool area that i want to talk about so you have the ability to customize the data that is sent and presented in ux analytics so um we have the developer docs that actually explain and walk you through how you can add those custom events and customize your properties so i kind of strongly encourage you to think about the custom data points that you want to share so for example in this screenshot we can see that this customer sent a role property and a user type property so essentially you can put your own custom data points and then use them in your queries to better segment the data and kind of better understand behavior across different segments of your user base okay so we kind of looked at the session data the user's data and the third report i want to show you is around the custom events so events those are the actual actions performed by users in the portal so we have some out of the box events so everything you see here these are out of the box events that are delivered as part of our integration with employee center as mentioned you can add your own events and and the great thing is that let's let's stick with our search event is that every additional data point that will be added to the events will be aggregated automatically and presented in the dashboard so we we see our search start event we can see that we had 64 search occurrences in the last 30 days here as well i can aggregate the data daily weekly monthly and you can see here the search the most popular search queries we can look at it at a pie chart we can also look at the edit at the table view we can download the data so we can see that paid time off is the most popular search query in my uh in my employee center and in the same way i can expand any of these events in order to further understand how many times this event is being triggered and what specific properties what's the typical breakdown of these additional properties so just from a data model perspective we kind of covered the three out of the four building blocks we saw kind of the user queries session queries and event queries and last but not least are obviously the the pages so we have users users trigger sessions and in those sessions we visit pages and trigger events so under ui analysis and pages we'll see the list of all the pages in our portal sorted from the the most popular to the least part wheeler not surprisingly the home page is the most popular page in our employee center we can see a very cool flow analysis so we can see the the previous page and the next page so obviously most sessions start and users go land directly on the homepage uh and unfortunately here we can see that 50 of sessions terminate immediately and then we can see the distribution uh for all other pages in this employee center now if i want to focus on a specific page so i can click on the next page for example search and then i'll be able to see this analysis for search as well so we can see that most users can kind of run search from the main page and then they would typically go to a service catalog item or back to the home page or within the session so again this is very valuable to kind of understand uh behavior and and kind of user flow i'm gonna pause here for a few more questions yes i um so i you might have covered this can you report on searches that have zero results um that's a good question um i don't think we track it out of the box but that's definitely something that i can kind of relay to our search team i don't think it's currently supported thanks um a question that has come a couple of times and i did answer um on the chat panel as well can we track at a topic level um um i the answer i had given was more that you can track it it's just that with employee center we have the same id for all topic pages so um it kind of gives you a generic topic level analytics but you you may require a little bit more configuration to get to an individual topic uh page and you may want to expand on that sure so the way we track pages so for example you can see this is employee service center and the id of this page is dc pro dashboard that's the homepage if i for example go to the it topic then you would see that the page would be updated to employ taxonomy topic so that's the page that is common for all the different topics and you can see that we have the topic id here so out of the box currently we don't track it that's definitely uh that should be something that servicenow tracks out of the box um so that's something on the roadmap but if you have kind of an immediate need to track it so that's a perfect example for using custom events so as part of your custom implementation you can just read the topic id from the request url and then push it as a as a custom event and that would give you this exact granularity so the event name would be view topic and it would have a property of the topic name and then i can say or topic name or topic id and then i can send by t hr etc but again this should definitely be an out of the box capability what i mentioned is is kind of a workaround for that existing gap thanks again the other one that i found interesting was how do i find out the number of users who have viewed a knowledge article on the portal but ended up creating a ticket in the same session that's a that's a great question so i think that can be an excellent pivot to the next topic which are uh funnels okay so funnels essentially allow you to measure exactly what you mentioned so that would be a series of steps um and then kind of analyzing the conversion between one step and the next so what we're seeing here this is a funnel i created a funnel that is for users who started a search then visited a service catalog item then triggered an event submit catalog request and then visited the request summary page so we can see that five users overall have used search four of them continued and visited the service catalog item two of them actually submitted a request and those two also continue to the request summary now that specific question was can i analyze if they did it in the same session so that's a little bit trickier but what i can do i can limit my funnel to a single day and then i can ask this question and it will not be for a single session but it will be for like a 24 hour period which is kind of an approximation okay if i really want to drill down uh to the session level then i would have to do it manually so i can filter so for example users that viewed a knowledge article and let's say submitted a catalog request okay and then i can hit search and then uh that that's obviously a bit of a tedious work but uh again if this is the type of analysis you would want on the single session level you can achieve it by by running this session query now now going back to the funnels of funnels is actually a very let's go back to the last three days it's a very important capability um allowing you to kind of explore a very specific path and see kind of the overall conversion for that specific path building funnels is super easy you just click on your funnel you give the funnel a name you see that the default lookback period is one month it means that we will analyze data up to one month back which is great it means that once you create the funnel you immediately get data the historic data and you don't need to wait for new data to come so you can see that you now when you're creating a funnel you need to kind of list all the final steps so we can create a a simple funnel so let's we can go uh and select a page view for example approvals and then let's select another pay view approval for example i don't know if if this is an actual flow on the employee center but let's say this is a three page flow that i want to track so i can create the funnel and then see how user actually progress now we have something that is i would say kind of similar to funnel but it's more of an exploratory mode so under ui analysis we have navigation paths a navigation path will actually show you kind of all the different navigations aggregated into a single view so the report starts here at session start we can see that most of the users start at the home page and then end the session we can also see that from the home page employee topic is is obviously pretty popular and we also have search which is popular so if we want for example to look at the topic page we can make it the center of our analysis and then i can see what's kind of what's the typical navigation from the topic page okay so we can see 37 session end and we have 33 that go to a service catalog item some go back to the home page so this is a very very nice analysis that will give you kind of a very detailed view of how users navigate in in your employee center uh again just to maybe emphasize the difference between this analysis and funnels so funnels is kind of to analyze a very specific path that can incorporate page views and events and other actions while navigation paths only analyzes page navigations and it's also it's analyzing pages or kind of navigations while funnels analyze unique users so if i just want to answer the question how many users did a then b then c all these funnels if i would like to know how many navigations went from page a to page 3 so that would be with navigation paths okay the next advanced report i wanted to showcase is the cohorts report okay so cohorts um will allow me to measure how often in gay users engage a certain recurring item that i want them to perform so for example let's try and analyze a cohort for viewing a knowledge article so my cohort definition users will be grouped let's say i want to focus on new users and then users that triggered the view knowledge article event so it will take a few seconds for the cohort to process but essentially what i've done here i created a chord that is showing users that have started their first session and then came back and triggered the event via knowledge article this will answer me the question of how often do users actually engage with a knowledge article okay now unfortunately this portal doesn't have a lot of data so we can see that we don't have any interactions with uh knowledge article maybe if i'll expand this to a longer period so overall again not a lot of usage data here but i can actually show you [Music] a different cohort so you would have an understanding of what to expect so this is how a cohort would look like and for example here we can see that for the week of february 7th we had four users and 75 of those users meaning three users returned and used the portal again within the same so this is an out of the box forward for retention just measuring usage so people that new users and then users that came back and used the portal again while in the cohorts area you can create a custom code for a specific activity uh i'll just i just want to give it another shot with search that will have more data so again users that trigger an event search start the numbers here are not are not dramatically different but just to show you the chart with data here you can see one user and one user for the week of january 31st and that user actually engaged search within the same week um so in a real-world scenario this would be a very interesting analysis to run and see how often users engage with a specific feature um because i think it's great timing to get a few more questions absolutely and and one question that might relate with this kind of analytics is can you filter out based on a role or a group for example admins great question so unfortunately that's a limitation in the dashboard that we're aware of that's our number one priority we're actually adding a lot more advanced segmentation capabilities uh as part of the tokyo release uh what can be achieved now is user segmentation through the users table and sending custom data so let's say if i have a role property if i want to send so i can send that role property it will automatically show up here and then i can select the property here and filter by that property and understand the behavior for that specific group so if i have a sales manager role and i want to know how many sales managers have done a specific activity then i can select that custom property uh and then give it a value just and then kind of query for the specific behavior i want to understand so if i want to know how many sales managers have engaged search i would run this search again obviously here we have something that is slightly different but the concept is clear but indeed this is a bit of a limitation in the existing method thanks the other question was that one person is reporting that they have a huge slice for the other uh option in in their chance and they wanted to know if there is a way to break down that other and like do a little bit more deep dive in it so a huge other means that there's there's simply many many unique values and each value is not getting a lot of hits it is possible to export the data so for example here so here we have like a 30 other so when i export the data i will be able to see a breakdown of the values uh we do have a limitation i believe if there are more uh i think it's i don't know i think it's around a thousand unique values um then it will be grouped here as well but as long as you don't have a very large number of unique values then then it should be exportable when there are many unique values i that you should be mostly be interested in kind of with the top results i just mean that the results are very very there's a lot of um i think you covered this question but i just want to expand on the second half um can you export these reports say yes you can the other half of that question is can the dashboard be displayed on some sort of a landing page which uh is not like the itel view uh or the back end view so for like a user so yeah so that's that's not possible um because uh this is kind of a separate web app that is not hosted with the platform shell so unfortunately that's not possible you would still need to kind of log into the instance and then launch user experience analytics blackboard manually the other question which i found pretty interesting was is it possible to see the channel used while accessing employee center for example you know an employee using employee center through microsoft teams or now google uh so we have something kind of close but not quite so you will be able to see the device type so we support desktop mobile phones and tablets so that's the only analysis you'll be able to see also if you look at the sessions grid there's some device information so we provide the browser type and the os type and version and we also aggregate on those in these reports but not you cannot know if it was through teams currently no worries and i think that's also like a limitation on employee center side i guess because it's the same id that is being used over there um but yeah that was a good question then um i believe you answered some of these questions here um like can you create custom events to track i believe that will be the funnel but you want to expand on that yeah so it's a so we have the out of the box events that come with kind of the default implementation and we also have the ability for customers to add their own custom events so the implementation is kind of super simple so this this is an example for the code that your portal developers would need to add so each event has a name in this example manage account and the events can also have additional custom properties so we can see manage account that's kind of the the main counter and we can see the three additional properties here and their aggregation also important to know that the page id will be automatically aggregated for your custom events and so if you add an event the page id and add breakdown will show up automatically thanks ahi um the next question is can the number of clicks be dragged so i believe this is just in general number of clicks in a session for the user so yes it can be it's not out of the box but that's a great example for using custom events so interior i can kind of register on the click event javascript in javascript and then fire custom events to measure the number of clicks and just one comment regarding this resource so we have a link in the slides and a specific slide talking about custom events it's here and this is the link you can see the main api calls so that's definitely supported we have 10 more minutes i just want to quit for two minutes i want to go through a few additional uh customization and configuration options for um for the portal and then we'll have probably some more time for questions we kind of covered the how to enable or disable tracking and also talked about enabling unauthenticated user tracking we talked about kind of adding custom events and overall customizing the data for users by the way you can also customize page tracking the kind of the default page tracking that's possible as well through the api a few notes on how to grant access to ux analytics so obviously admins have access but access can be granted for all users with a portal analytics viewer role that's for viewing the portal and we also have a portal analytics admin that can control the settings like enable disable and the unauthenticated builder tracking overall we kind of have in a hierarchy overall so we have an analytics admin that controls both mobile and web analytics and analytics viewer uh and it has its own hierarchy for uh viewing the data uh and the viewers if i have a viewer role i can uh essentially access the entire dashboard for that channel meaning if i have portal analytics here i'm seeing all the data in the portal dashboard um so this is actually very important how you can customize the user consent behavior so there are two properties that will enable you to kind of change the default consent behavior so the first one glide analytics user consent pop-up disabled so if you set it to true then the pop-up will not be presented and there's another property of auto consent that you can send you can set to true and then if you set these two properties to true it means that all users will be opted in uh for tracking without the consent pop-up this is for the scenario where companies can obtain consent in different ways maybe through an employment agreement or through any other way so you can actually disable those consent popups now i recently encountered a question from a customer where they actually wanted to show the consent pop-up to all the users so that's technically doable as well it will require some engineering effort uh we're planning to release a kb article on how to achieve that uh probably in the next two weeks but meanwhile if this is something that is relevant for any of you then for now we can submit a case on now support and then our engineers can provide you the information directly on how to either create your own custom pop-up or present the pop-up to all of the users so these are essentially supported scenarios two additional customization options so if you would like to view or modify the consent text then uh that's available under system ui messages and we have glad analytics con consent eu text record that you can edit and kind of update uh and you can also do the same for non-eu and non-us users so that's the notice top so these customizations are available and in the tokyo release we will support i18n for those messages and unfortunately currently it's uh it's not supported uh excellent so we we have a few more uh we have a few more minutes for additional questions anxiety that was really really valuable content um couple of questions so one person is mentioning that they saw a deflection tab in funnels could you expand on what is the definition for deflection that we are using in this and what additional thing people could do with it so actually i'm not sure who created this specific funnel not sure so this is just the name when i create a funnel i gave it the name so it doesn't necessarily actually refers to a real deflection um so you can just ignore it it's not really related to deflection and let's say if if you have your own kind of scenario or idea of what is deflection so for example someone visiting a knowledge base article and then ending the session and not creating a ticket so that that is a report you can create and then measure kind of the deflection for that specific path and and just to add to that um the question was also asking if it can somehow be related to help text call deflection rate i'm not sure if that is possible um no yeah um if if people are using virtual agents that's that's something that you can track over there from a conversation standpoint and that could be one way of measuring the deflection there correct so um maybe i'll touch on that very very briefly so conversational analytics is also powered by ux analytics the data just for va resides on a on a separate dashboard i'm not sure if we actually have data for va analytics in this specific instance um but you can apply pretty much the same capabilities i demoed for portal on on va as well yeah unfortunately we don't have any data here this can be a topic for a separate session but just wanted to share this as well you can enable the conversational analytics store app and that will give you the additional power of ux analytics for a virtual agent yeah that's a very very important point thanks for bringing it up sahih because a lot of the viewers today would be using virtual agent on the portal so um there's already interest for a session not virtual agent dashboard so we can probably plan it for a future cad position i can definitely say by the way the the deflection is kind of the main kpi the dashboard is kind of the first kpi in the va dashboard cool thank you um the other question which is uh again came up in a multiple places do we integrate with um capabilities like google analytics for for anything uh so no so the data is kind of stored in service now uh you can export it to csv files uh we're also exploring the option to provide an api to export the data it's not yet supported but it does not integrate with uh with external solutions uh one exciting thing to share that we're working on again in the tokyo release is the ability to use ux analytics data as part of a ui builder i can actually share a quick mockup but essentially you can import some of the kpis and use them in custom dashboards this is a mock-up so for those of you who are using uiv or dashboard builder then when adding a new data source then user experience analytics would be another source and this will enable you to essentially customize the dashboard so you can build your own layouts and and present them in a different visual way than what is delivered in this experience um cool thanks sahih um um we're running out of time let me just take a few more questions one question is can we have the concept pop up based on country or location this is the end user consent so let's say our default policy is the one i've shared anything else will require a self implementation so you can apply whatever logic you have in mind as i mentioned we will this uh a knowledge base article of that in two weeks meanwhile if that's an urgent need you can create a support case and we'll guide you through how to do it but in that scenario you control how the pop-up will show in which locations and you just kind of propagate the user's selection to the analytics engine where and you actually control when an analytics tracking starts so it is possible but requires coding thanks ahi and i guess this question is again a roadmap related question they're asking if user experience analytics can generate suggestions based on the analytics like how the process optimization piece works great question and yeah we just had an amazing customer recall earlier today and that was their main feedback so i would say absolutely yes so if for example we're looking at navigation paths so one alert could be hey did you notice that users most users immediately leave the portal after landing on the homepage so this for example can be a great recommendation we're definitely going there as you know kind of service now has really prioritized ai as a significant capability that will be embedded across the entire product portfolio in incoming releases so yeah we're definitely going there that's kind of really exciting thanks ahi i guess that was a really really great way to kind of bring this session to wrap up um someone is also asking if you will be sending out the recording for this demo so um yes the recording will be available on community as well as youtube we typically take two to three days to post it out so waste of wait a few days uh for it to show up but uh thank you so much for all your participation today and thank you so much zahi for sharing all these details um if there are any questions that were unanswered we will get that yes and then thank you puja for hosting this uh this great session i will also add that we have the servicenow community website so you can definitely drop your questions there as well and we make sure to answer all of them so thank you again for attending it was a great pleasure for me and i hope you'll get a chance to utilize ux analytics for employee center as soon as possible