---
title: Analyze conversations
description: Review conversation metrics and trends in Usage Insights, segment them by dimensions such as country, and examine the sequence of events in an individual conversation.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/now-intelligence/usage-insights/analyze-conversations.html
release: australia
product: Usage Insights
classification: usage-insights
topic_type: task
last_updated: "2026-08-26"
reading_time_minutes: 1
keywords: [Analyze conversations]
breadcrumb: [Conversations, Using Usage Insights, Usage Insights, Platform Analytics]
---

# Analyze conversations

Review conversation metrics and trends in Usage Insights, segment them by dimensions such as country, and examine the sequence of events in an individual conversation.

## Before you begin

Role required: none

## Procedure

1.  Navigate to **All** > **User experience analytics**.

    The cross-application **Overview** page opens.

2.  In the left navigation, select **Conversations**.

    \[Omitted image "usage-analyze-conversations.png"\] Alt text: Analyze conversations

3.  Review the conversation metrics and the trend analysis.

4.  Apply the global filters at the top of the page, such as **Country**, to segment the data.

    The global filters at the top of the page — **Date range**, **Channel**, **Application**, **User type**, and **Country** — apply consistently across the experience.

    The metrics and the trend analysis refresh to reflect the selected filters.

5.  Select the chat service in **Chat provider**, for example: ServiceNow Otto.

6.  To examine a single conversation, open the conversation list and select a conversation ID.

    The conversation opens and shows its activity and all of its chat-related events.


**Parent Topic:**[Conversations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/now-intelligence/usage-insights/conversations.md)