AI Assistant Analytics Data Discrepancy
Incident
Report for Moveworks
Resolved
We experienced an issue starting July 15, 2025, where AI Assistant button clicks were incorrectly logged as "User took an action" instead of specific button names. This logging error led to missing or inaccurate CSAT and communications engagement data in your analytics dashboards.
Impact:
CSAT engagement was not tracked for notifications sent during the weeks of 07/14 and 07/21
All customers will see "User took an action" labels in the AI Assistant Raw Interactions report from 7/15 - 7/23
Solution:
Our team has successfully deployed a fix, and button clicks are now logging with their actual names
Note: Due to the nature of this upstream logging issue, we are unable to backfill or correct the historical data for the affected period. This means CSAT engagement data for the week the outage was resolved will also be missing.
We apologize for any inconvenience this may have caused. We are actively exploring ways to prevent similar issues in the future.
Affect Regions: US, EU
Duration: 7/15 - 7/21
Impact:
CSAT engagement was not tracked for notifications sent during the weeks of 07/14 and 07/21
All customers will see "User took an action" labels in the AI Assistant Raw Interactions report from 7/15 - 7/23
Solution:
Our team has successfully deployed a fix, and button clicks are now logging with their actual names
Note: Due to the nature of this upstream logging issue, we are unable to backfill or correct the historical data for the affected period. This means CSAT engagement data for the week the outage was resolved will also be missing.
We apologize for any inconvenience this may have caused. We are actively exploring ways to prevent similar issues in the future.
Affect Regions: US, EU
Duration: 7/15 - 7/21