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Data API : Known Gaps and Future roadmap

The Data API provides raw interaction data to help you build custom analytics. However, there are some known gaps to be aware of:

1. No Aggregated Metrics

  • The Data API only provides raw, granular data for AI Assistant analytics.
  • Aggregations and derived metrics (e.g., deflections, resolutions, adoption rates) must be built within your own environment.

2. No Notifications Data

  • Notifications sent by the AI Assistant (type, trigger event, use case) are not included in the Data API. The plugin-calls table also doesn't contain any plugin calls that are triggering a notification.
  • Workarounds:
    • The Conversations entity captures all conversations that start from a notification.
    • Any subsequent user messages and bot responses are captured in the Interactions entity.
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When using the Events use case to send a message to the end user, the use case name will not be captured in the plugin-calls API response.

However, if you are using an Events-triggered path and the user has successfully interacted with an Event message, subsequent messages and the use case will be captured in the plugin-calls section.

3. No Channel Resolver Messages

  • Messages sent by end users in a public channel are not captured.
  • The AI Assistant's subsequent reachout is treated as a notification and also not captured.
  • Workarounds:
    • The Conversations entity captures conversations initiated via the channel resolver.
    • Subsequent user messages and bot responses are still captured in the Interactions entity.

4. No Ticket Interception Details

  • Ticket details or notifications sent during ticket interception are not covered in the Data API.
  • Workarounds:
    • The Conversations entity captures conversations that result from ticket interception.
    • Subsequent interactions with the AI Assistant are fully captured.

5. No CSAT or Triage Data

  • The Data API does not provide CSAT or triage metrics.
  • Workarounds:
    • In the Interactions entity, any CSAT action taken by a user (e.g., button clicks) will be recorded.
    • Once the Notifications entity is introduced, CSAT messages will be fully captured.

6. Know log-rotate issue

  • There is a know issue going on with our Data API pipeline where the interactions occurring nearby to the hour mark are missing.
  • Please note this might break referential integrity checks on your end - We are actively working on fixing it keep checking our community portal to get updated about the fix.

7. Gaps in Data before Jan 1st 2025

  • As Moveworks analytics evolves we introduce new data points in prospective basis, thus previous data might not contain the same details.

Conversations API

  • conversation_domain:
    • The attribute may have "Null" values due to low domain coverage, as semantic layer changes were introduced in January 2025.

Interactions API

  • detail attribute:
    • URL data for internal link clicks will be "Null" for periods between August to November 24 due to link redaction implementation after November 2024.
    • Topic coverage is low, with new labels like "Greeting," "Live agent," etc., added post-January 2025.
    • Some button clicks were tracked as free-text utterances before January 2025 (e.g., "View next approval," "Reset password").
  • label attribute:
    • "file_ticket" form submissions for "INTERACTION_TYPE_UIFORM_SUBMISSION" are only available after November 13, 2024.
  • type attribute:
    • "INTERACTION_TYPE_CONTENT_UPLOAD" is only available after November 20, 2024. Before this, all file uploads were captured as free-text utterances.
  • platform attribute:
    • The platform field might be "Null" for a small fraction of data prior to October 2024, varying by customer.

Plugin Calls API

  • used attribute:
    • Initially, for deflection cases in access software plugin, the "used" attribute was false. It was updated to "true" in cases where the plugin surfaced the deflection link, effective from around November 15, 2024.

Plugin Resources API

  • detail attribute:
    • Ticket details such as ticket ID and type were not available for tickets filed via AI Assistant before August 20, 2024.


Future roadmap

Notifications API

To make the Data API comprehensive and provide insights into AI Assistant notifications such as Concierge, CSAT, and Ambient Agent messages, we will introduce a new notifications API. Key Features:

  • New API Endpoint - This will be a new URL available in the Data API suite
  • Comprehensive Information - This will provide:
    • The exact message sent to the end user
    • The type of notification
    • Platform details (Slack, Microsoft Teams, or web chat)
    • The plugin triggering the notification
  • Security - This will be protected by a new scope, and existing credentials can be updated to include this additional scope

Logs via the API route

SIEM logs are currently shared only through the SFTP route. However, we plan to extend the Data API to include SIEM logs. This will be a new addition to our Data API suite. The details are still under discussion.

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Please keep an eye on our community forum for Analytics. We will be posting regular updates here and announcement related to Moveworks AI Assistant analytics


Updated about 15 hours ago