---
title: Skills performance dashboard
description: The skills performance dashboard helps you monitor how ServiceNow Otto for CSM skills are being used across CSM records and interactions. Use this dashboard to identify high-performing skills, track adoption trends, and spot skills that need attention.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/now-assist-for-csm/skills-performnace-dashboard.html
release: australia
product: Now Assist for CSM
classification: now-assist-for-csm
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [Generative AI, generative AI for Customer Service Management, generative AI for customer service agents]
breadcrumb: [Configure, ServiceNow Otto for CSM, Customer Service Management]
---

# Skills performance dashboard

The skills performance dashboard helps you monitor how ServiceNow Otto for CSM skills are being used across CSM records and interactions. Use this dashboard to identify high-performing skills, track adoption trends, and spot skills that need attention.

Verify that:

-   You have the required admin role.
-   ServiceNow Otto for CSM skills are active in your instance.
-   You have at least one ServiceNow Otto for CSM product configured.

## View the Skills Performance dashboard

1.  Navigate to **AI Admin Hub** > **Performance** > **Skills Performance**.
2.  Use the filters to refine your view:

    -   **Date**: Select the time period to analyze
    -   **Products**: Filter by specific AI products
    -   **Skills**: Choose individual skills or view all skills
    Your filter selections apply to all visualizations on the page.

3.  Review the performance indicators to understand skill usage patterns.

Usage metrics across the following ServiceNow Otto for CSM skills are:

-   Email recommendations
-   Chat recommendations
-   Case summarization
-   Chat summarization
-   Sentiment Analysis case
-   Activity response generation
-   Sidebar summarization
-   Resolution notes generation
-   KB generation

## Understand the performance indicators

The GenAI skills dashboard provides comprehensive metrics for tracking skill usage across CSM record and interaction pages. The dashboards include several default widgets that deliver insight into skill performance and user adoption. The **Skills Performance** dashboard provides the following key visualizations:

Default widgets:

-   **Skills usage trend**- Displays how frequently each skill is selected, triggered, and successfully executed over time, enabling you to monitor skill engagement over time.
-   **Daily active users**- Shows the number of unique users activating GenAI skills each day, helping you measure adoption rates.
-   **Acceptance rate**- Tracks the percentage of GenAI‑generated content that users accept and apply compared to manually created content, providing a clear measure of content quality and user trust.
-   **Skills feedback**- Captures end‑user feedback through thumbs up and thumbs down responses on generated outputs.

Custom widgets:

-   **Skill usage trend by customer agents**- A customizable widget that highlights which customer agents are using GenAI skills most frequently, helping you identify usage patterns at the individual agents level.
-   **AI actions per assignment group**- A customizable widget that highlights which assignment groups are using GenAI skills most frequently, helping you identify usage patterns at an assignment group level.

**Note:**

-   Sentiment analysis on case, KB Generation skills don't have all 6 widgets.
-   Sentiment analysis doesn't have Daily active users, Skill Usage Trend by Customer Agents, AI actions per assignment group.
-   KB generation doesn't have Acceptance rate and Skills feedback.

## View detailed skill information

To drill into specific skill performance:

1.  On the **Skills Performance** dashboard, select **View skill details**.
2.  Choose the skill that you want to analyze.
3.  Review the detailed usage and performance metrics for that skill.

**Related topics**  


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