Analytics Support Guide

Having trouble with Analytic dashboards? We're here to help. Depending on the nature of your issue, there are few ways to seek assistance:

1. General questions

The Moveworks Documentation site has several articles describing analytic apps and metrics so it is a good start to use keyword search across the site. However, if you can’t find answer to your question in the documentation, the Community Analytic Forum is your go-to resource. Please search Community site, and post questions related to understanding metrics, finding specific data, or any other general inquiries directly to the Analytic forum.

Examples:

• Locating Metrics/Data: If you're not sure where to find a certain metric or piece of data within our dashboards, ask here. For instance, "How can I see how many times the bot contacts users about existing tickets?" or "I want to generate a report of user interactions with simple phrases like 'Help' in the past 60-90 days."
• Interpreting Metrics: Confused about what a metric means or why values appear inconsistent? This is the place to ask for clarity. For example, "Why are there different numbers for Employees who submitted issues vs those with resolved issues?" or "Are these considered unique users for a 10 month period?"
• Best Practices: Ask the Community about the best ways to use analytics for your organization or team. For example, “What’s the best way to review knowledge gaps on a regular basis with HR stakeholders?” or “What data points are most useful for reporting impact of some change management initiative to executives?”

2. Reporting unexpected behavior of analytic app

If you're experiencing technical difficulties or notice something isn't functioning as expected with the Analytic dashboards, please file a General Support case with Moveworks Support.

Examples:

• Access Problems: Unable to access a dashboard or a dashboard fails to display any data.
• Data Inconsistencies: Encountering discrepancies in data across different dashboards, which could stem from various issues including configuration or application bugs, or errors in data pipelines.

3. Requesting additional data

When the data you need isn't available through analytic applications, you can file an Analytic Data Request. This is appropriate for certain data needs that go beyond the capabilities of our existing dashboards.

Examples:

• Large Volume Data: Need more than the 20K row limit in Copilot Insights or BPI+? Submit a request for amounts that exceed this threshold.
• Specific User Actions: Require a detailed list of users who have blocked the bot? This specialized request can be fulfilled via direct ask.