FAQ: Care in Unified Analytics and Dashboard
What is the difference between Care widgets in Dashboard and in Unified Analytics?
Sometimes, you may notice that widgets for the same metric sometimes display different numbers in Dashboard and in Unified Analytics.
This is because Dashboard is a simplified way to report on Care cases compared to Unified Analytics.
Data aggregation
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 resolved) fall within the time range set for the dashboard (for more information about the dashboard time range, see Create a New Dashboard). If either date is not within the time 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 time range for a Care case to get 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.
Filtering by agents
In Dashboard, when you are filtering a dashboard by agent, widgets consider the cases that this agent is currently assigned to.
In Unified Analytics, when you are filtering a board/tab by agent, widgets consider the cases where this agent took the action (for example, sent a reply, or resolved the case).
Is there any difference in how filtering by Care agent works in Dashboard and in Unified Analytics?
Yes, filtering a dashboard in Dashboard and filtering a board/tab in Unified Analytics attribute data differently. Therefore, you may see different numbers in counterpart widgets in Dashboard and in Unified Analytics.
In Dashboard, when you are filtering a dashboard by agent, widgets consider the cases that this agent is currently assigned to.
In Unified Analytics, when you are filtering a board/tab by agent, widgets consider the cases where this agent took the action (for example, sent a reply, or resolved the case).
How are resolved cases calculated in Dashboard and in Unified Analytics?
In Dashboard, the Care widgets that report on the number of cases with the status of
Done(for example, Care agents performance) or on the number of cases with the status ofDoneorSpam(for example, Number of cases) count the cases that were created and resolved within the time range set for the dashboard. In other words, a widget includes a case only if both the time when the case was created and the time when the case was resolved fall within the time range set.In Unified Analytics:
On the Case management board and all its tabs, the widgets that report on the number of cases with the status of
DoneorSpamcount the unique cases that were resolved and remained resolved within the time range set for the board. In other words, a widget includes a case if it was resolved within the time range set for the board and was not reopened till the end of it.On the Agents performance board, the resolved cases are represented with two metrics:
Done cases
This metric counts the cases with the status ofDoneorSpamthat were resolved at least once within the time range set for the board regardless of the current status of the cases or their status at the end of the time range.Total resolutions
This metric counts all the instances of case resolution (switching the case status toDoneorSpam) that occurred within the time range set for the board. That is, if a case was resolved, later reopened, and then resolved again, it will be counted as two instances of case resolution.