FAQ: Care in Unified Analytics and Dashboard
What is the difference between Care widgets in Dashboard and in Unified Analytics? Why do widgets for the same metric sometimes display different numbers in Dashboard and in Unified Analytics?
Compared to Unified Analytics, Dashboard is a simplified way to report on Care cases.
Dashboard and Unified Analytics aggregate data differently.
In Dashboard, all data is aggregated based on the case creation date (that is, the data is associated with the Care cases created within a selected time period).
In Unified Analytics, the data is aggregated according to data attribution specified for each widget (for more information about data attribution, see Use Unified Analytics to Analyze Performance of Your Care Operations). This helps address specific use cases for each individual widget.
Different data aggregation types can cause differences in how widgets calculate their numbers.
In Dashboard, a widget includes a Care case in its calculations only when both the date when the case was created and the date when a specific action within the Care case was taken (for example, a reply sent, the case marked as resolved) fall within the date range set for the dashboard (for more information about the dashboard date range, see Create a New Dashboard). If either date is not within the date range, the case is not included in the widget’s calculations.
In Unified Analytics, the Care boards rely only on the date when a specific action within the Care case was taken, which is determined by the data attribution type specified for each individual widget (for more information about data attribution, see Use Unified Analytics to Analyze Performance of Your Care Operations). The date when a specific action was taken is the only date that has to fall within the board date range so that a Care case gets included in a widget’s calculations. The date when the case was created is not taken into account unless the data attribute type specified for the widget is actually the case creation date.