FAQs
General
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?
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?
No. You only ever see your own organization's data.
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)
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.
Using dashboards
Can I download or export a dashboard?
Yes — See Downloading, alerts & scheduling.
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?
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?
We can credit the member who closed a ticket only when it's closed from within Thread (the 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.
Assistive AI
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?
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 the Thread Inbox or Pods are attributed to the member. See Things to know & gotchas.
Dashboard Agent
Who can use the Dashboard Agent?
The Dashboard Agent is available to AI Pro members.
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.
