Skip to main content
A quarterly business review lives or dies on one thing: can you show the client, in their terms, what they got? Thread does the number-gathering for you. Magic Analytics brings your service metrics and the impact of Thread’s AI into one place, the Dashboard Agent answers questions on it in plain English, and two governed topics are built specifically for the value story. This lesson is how a CSM turns all of that into a review deck without touching a spreadsheet.

​
Where the numbers live: Magic Analytics

Magic Analytics is your reporting experience inside Thread — service desk metrics and AI impact together, scoped to only your organization’s data. Get there via Thread admin → General → Analytics. See Getting started with Magic Analytics for access and filtering. It’s organized three ways:
  • Dashboards — pre-built views per product area: ROI Value Realization, Assistive AI Accuracy, Triage Agent Summary, Messenger (Chat), Voice AI Summary, and Service Team Performance & AI Usage. Open one, apply filters (date range, source, board), read the result.
  • Topics — the curated, governed data areas you can explore beyond the pre-built tiles (more on these below).
  • Dashboard Agent — plain-English Q&A on top of both. Available to AI Pro members.
Magic Analytics refreshes on a daily cycle — it’s about a day behind, not real-time. Every tile shows a “Query ran…” timestamp (hover the tile, click the three dots). Check it before you quote any number to a client.

​
The two topics built for QBRs

A topic is a governed view of related metrics at a fixed grain (aggregate rollups vs. one row per record). The full list is in Topics you can explore — but two of them are the ones a CSM reaches for at review time:
Prep from Value Realization to know the story; present from Service Performance Review so the language already speaks to the client. One tells you the ROI, the other says it in words a stakeholder cares about.

​
Ask the Dashboard Agent instead of building queries

The Dashboard Agent is Magic Analytics’ built-in assistant. Ask a question in plain English and it answers — often with a chart or table — drawing on the same governed topics, and only ever on your organization’s data. Open it from the chat bubble on a dashboard, or from any tile’s ⋮ menu → Ask a follow up question to start focused on that chart. Questions that write a QBR for you:
Two habits make its answers sharp: name the area (mention Value Realization, Triage Agent, Voice AI) so it scopes correctly, and give a time frame (“last quarter”, “week over week”). Ask one thing at a time, then refine — “now break that out by customer” works.
The Dashboard Agent answers from the daily refresh, not live data, and only within the topics you have access to. Some topics are pre-aggregated, so it can summarize and re-cut those metrics but can’t drill to an individual ticket — see things to know & gotchas.

​
Turn the data into the deck

The analytics give you the numbers; two skills turn them into a review your client will remember:

QBR & SBR Prep

An internal brief before the review — the service record, the risks, and the story to lead with.

Business Value Summary

The value delivered this period in business terms — the “what you got” story, in outcome language.
When you present, translate every internal metric into a customer outcome — “96% triage accuracy” becomes “your issue goes to the right expert the first time.” The full translation table lives in the customer value messaging playbook, which you’ll put to work in the next lesson.

​
Next

You can prove the value. Now use it to keep accounts and grow them.

Retention and expansion

The health, renewal, and expansion playbooks — and the customer value story that lands them.

Related topics

Dashboard Agent: query Magic Analytics in plain EnglishRead client health with Client IntelligenceCSM / Account Manager