User Experience Analytics User Experience Analytics lets you understand usage and adoption of your ServiceNow web and mobile apps, providing the insights you need to continuously enhance your user experience. User Experience Analytics provides an intuitive dashboard where you can see high-level KPIs such as the total number of active users, number of sessions, session duration, and retention and shows how these KPIs vary over time so you can understand usage patterns. You can also go into details about individual users and sessions, and use analytics to get breakdowns by geography, device type and resolution, OS versions and more. User Experience Analytics also provides powerful UI analytics that allows you to see how users interact with applications so you can identify experience issues that need to be addressed. For example, you can see how users navigate between different screens as well as end-to-end navigation paths, allowing you to identify user journeys where there are issues – such as continuously navigating back and forth between two screens or journeys that end prematurely. User Experience Analytics shows Virtual Agent engagement metrics such as topic usage and NLU prediction results. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 11