Magic LibraryGeneral
What is Magic Analytics?
What is Magic Analytics?
Magic Analytics is Thread’s built-in reporting experience. It brings your service desk metrics and the impact of Thread’s AI products together in dashboards, lets you explore your data by topic, and — for AI Pro members — includes the Dashboard Agent for asking questions in plain English.
Is the data real-time?
Is the data real-time?
No. Magic Analytics refreshes on a daily cycle, so it’s effectively about a day behind. Each tile shows a “Query ran…” timestamp.
Can other companies see my data?
Can other companies see my data?
No. You only ever see your own organization’s data.
Why is a dashboard slow sometimes?
Why is a dashboard slow sometimes?
It’s a large dataset. Narrow your date range and apply source / board filters to speed things up.
Could the numbers differ from what I see in my PSA? (data drift)
Could the numbers differ from what I see in my PSA? (data drift)
They can differ slightly, for two reasons:
- The daily lag. Magic Analytics is about a day behind, so very recent changes in your PSA may not have landed yet. This catches up on the next refresh.
- Missed or unconfigured syncs. Your PSA is the source of truth, and Thread keeps in step with it through webhooks and scheduled syncs. If an integration isn’t fully configured, or a webhook/sync is missed, some records can temporarily fall out of step — this is called data drift.
A day-old difference is expected. If a number looks materially off (well beyond a day’s worth of activity), it’s worth checking that your integrations are fully configured, then reaching out to your Thread contact so we can reconcile it.
Using dashboards
Can I download or export a dashboard?
Can I download or export a dashboard?
Yes — See Downloading, alerts & scheduling.
Can I be notified when something changes?
Can I be notified when something changes?
Yes — set an Alert on a tile. You can also Schedule delivery on a recurring cadence.
Why can't I drill into individual tickets/calls on some charts?
Why can't I drill into individual tickets/calls on some charts?
Some topics are Aggregate (rolled up for speed) and don’t keep row-level detail. Use a Detailed topic like Threads (tickets), Triage Agent (sessions), or Voice AI (calls). See Things to know & gotchas.
Why don't all closed tickets show who closed them?
Why don't all closed tickets show who closed them?
We can credit the member who closed a ticket only when it’s closed from within Thread (Inbox or Pods). Tickets closed directly in the PSA can’t be attributed to a specific member, due to a PSA API limitation around impersonation. So closer metrics reflect closures made in Thread. See Things to know & gotchas.
Why does my third-party report (Crewhu, BrightGauge, etc.) credit ticket closures to a Thread integration user instead of the real tech?
Why does my third-party report (Crewhu, BrightGauge, etc.) credit ticket closures to a Thread integration user instead of the real tech?
This is a PSA-side limitation, not a Thread reporting issue. Magic Analytics credits the correct technician for closures made in Thread Inbox or Pods.When any tool — Thread included — closes a ticket through the ConnectWise Manage API (or the equivalent write API on another PSA), the PSA stamps the API integration member as “closed by” on the ticket, not the technician who took the action. This is a documented PSA API limitation around impersonation. Downstream reporting tools that read from the PSA (Crewhu, BrightGauge, custom SQL, etc.) then see the integration user as the closer.Recommendation: In third-party reports where you want per-technician credit for closures, pivot on ticket owner instead of closed by. Ticket owner is set to the responsible technician and isn’t affected by the API-writeback limitation.If you need per-technician closure credit that reflects actions taken in Thread, Magic Analytics already has this — the Threads topic and the Service Team Performance dashboard attribute closures to the real member for anything closed from Inbox or Pods.
Assistive AI
What's an "exception" on the Assistive AI Accuracy dashboard?
What's an "exception" on the Assistive AI Accuracy dashboard?
It’s a case where Thread’s AI suggested a value (priority, category, title) and it was later overridden by a person or system.
Why are some overrides shown as "PSA / System" instead of a person?
Why are some overrides shown as "PSA / System" instead of a person?
When a change is made directly in the PSA, a PSA API limitation prevents attributing it to a specific member, so it shows as PSA / System. Changes made in Thread Inbox or Pods are attributed to the member. See Things to know & gotchas.
Dashboard Agent
Who can use the Dashboard Agent?
Who can use the Dashboard Agent?
The Dashboard Agent is available to AI Pro members.
What can I ask it?
What can I ask it?
Follow-up questions about any tile, summaries, and re-cuts of the data within the topics you have access to. See Dashboard Agent.