Topics You Can Explore
Beyond the pre-built dashboards, Magic Analytics lets you explore your data by topic. A topic is a curated, governed view of related metrics and fields that the Dashboard Agent can safely analyze for you.
Topics help keep exploration consistent: the numbers you find through a topic match the numbers shown in your dashboards. You will only see data from your own organization.
Aggregate vs. detailed topics
Each topic has a grain — the level of detail it holds. It's worth knowing which kind you're working with:
- Aggregate topics are rolled up in advance (for example, one row per partner or per technician per month). They're fast and great for scorecards, trends, and rollups — but they don't drill down to an individual ticket, call, or session.
- Detailed topics keep one row per record (a ticket, a call, a session). Use these when you need to drill into specifics.
The grain is listed for every topic below.
Available topics
🤖 Magic Agent
Topic | Grain | What you can explore |
Magic Agent Rollup | Aggregate — one row per partner | Partner-level summary of Triage Agent and Reminder Agent performance. Best for scorecards, leaderboards, and adoption health checks (zero-touch rates, session counts, retention). |
Triage Agent | Detailed — one row per session | Session-level detail for every Triage Agent interaction. Use to analyze how individual sessions resolved (AI-resolved, tech handoff, intervention, etc.), response-time benchmarks, and technician feedback. |
Triage Agent Funnel | Detailed — one row per ticket × funnel stage | Full ticket-population funnel, including tickets that never had a triage session. Best for sankey / funnel visualizations showing the complete flow from ticket intake to outcome. |
Reminder Agent | Detailed — one row per ticket | Ticket-level lifecycle for Reminder Agent. Use for completion rates, scheduling patterns, and partner enablement audits. |
✨ Magic AI & Accuracy
Topic | Grain | What you can explore |
AI Accuracy | Aggregate — one row per partner × board × month | Monthly categorization and prioritization acceptance rates. Use to monitor model quality and identify where technicians are overriding AI suggestions. |
📊 Performance & ROI
Topic | Grain | What you can explore |
Value Realization | Aggregate — one row per partner × board × feature × month | Partner ROI, time savings, and AI adoption metrics. The go-to topic for QBR prep and proving value delivered — covers dollar savings, FTE equivalents, ROI multiples, and service quality. |
📞 Voice AI
Topic | Grain | What you can explore |
Voice AI | Detailed — one row per call | Call-level analysis for inbound and outbound calls. Covers routing (Attendant vs. Overflow), call volume, duration, CSAT, after-hours coverage, and transcript analysis. |
💬 Messenger
Topic | Grain | What you can explore |
Messenger | Aggregate — one row per customer × platform | Chat deployment and adoption across Teams, Slack, Desktop, and Web. Use to track rollout progress, identify inactive deployments, and compare chat vs. email response times. |
🎫 Tickets & Service Desk
Topic | Grain | What you can explore |
Threads | Detailed — one row per ticket | The most granular topic — covers volume, resolution time, priority, status, AI feature usage per ticket, sentiment, time entries, and voice calls. |
Service Performance Review | Detailed — one row per support request | Client-facing QBR dataset designed for sharing with end customers. Uses business-friendly language — support requests, satisfaction scores, channel mix, and recurring issues. |
👥 Team & Member Analytics
Topic | Grain | What you can explore |
Service Team Performance | Aggregate — one row per technician × time window | Per-technician metrics: throughput, response speed, sentiment trends, backlog, and AI leverage. Built for manager leaderboards and team rollups. Covers 8 pre-built time windows (last 7d, 30d, 90d, etc.). |
Magic Member Usage | Aggregate — one row per technician | Per-technician Ask Magic and Time Entry AI usage totals. Use to see which technicians are adopting AI features most. |
📥 Inbox & Planner
Topic | Grain | What you can explore |
Inbox | Aggregate — one row per partner | Inbox / Pods activation, adoption, team collaboration, and PSA migration opportunity analysis at the partner level. |
Planner | Aggregate — one row per company × day | Daily and monthly technician engagement with Thread Planner. Tracks scheduling activity, DAU/MAU stickiness, and prospective vs. retrospective scheduling behavior. |
How topics relate to dashboards
Every dashboard is built on these same governed topics, so exploring a topic gives you numbers consistent with the dashboards. For example, the ROI Value Realization dashboard draws on the Value Realization topic, and the Assistive AI Accuracy dashboard draws on AI Accuracy.
Using topics with the Dashboard Agent
When you ask the Dashboard Agent a question, it draws on these topics to answer. Naming the area and a time frame helps it answer faster and more precisely — for example "Triage Agent session outcomes last month" or "Value Realization ROI this quarter."
See Dashboard Agent.
