Self-Serve Reporting & Analytics FAQ

 

Your customers are constantly changing, which is why we want you to be able to assess and engage with your insights on an ongoing basis. Symend’s self-serve Reporting & Analytics allows you to observe trends, retrieve and engage with your customer data and view the most important campaign performance metrics. With standardized reporting options at your fingertips, we help you visualize your customer insights so you can make data-driven decisions, faster.

Important information: When saving queries created in Explore mode, always save to a new Dashboard. Please avoid using “Looks” as they can’t be migrated to the Symend product. See below for more information.

External Clients (Viewer/Explorer)

What are “Looks”?

In your Dashboard, there are two methods for saving views created in Explore mode:

  • Save as a “Look”.
  • Save to a tile in a new or existing Dashboard.

Do not save views as a “Look”. Always save as a Dashboard. Saving to a dashboard works with existing or new Dashboards. Dashboards can contain multiple views, which show up as separate tiles.

Why should I avoid saving Looks?

  • The provider of the BI platform (Looker) is moving away from them and may retire this feature.
  • Content management may be a challenge because Looks are stored in a separate folder from Dashboards.
  • Your Dashboard, will eventually be embedded within the Symend Platform. Looks will not be supported in an embedded environment, as the filtering feature does not function as expected.

How often is data refreshed in my Reporting & Analytics?

It’s refreshed every 24 hours, and you will see your new data by 6am MT.

Can I schedule a report to run on a regular basis, and share it with my colleagues?

Yes, you can send and schedule reports in a variety of formats.

Where is the data stored?

Data is stored on Symend’s Analytics Platform, which is hosted on the Azure Cloud and adheres to data sovereignty regulations. This means your data is kept in your country.

What if I don’t see values in my Reporting & Analytics?

Barring a technical issue, it could be one of three reasons:

  1. There isn’t enough data to capture a trend – check back again soon!
  2. You don’t have that feature installed. Please talk to your Symend Client Success Manager to see if the feature may be right for your organization.
  3. If you don’t see values in a filter, you may not have provided us with that data.

If none of the above reasons are correct, contact support@symend.com

Can I view specific customer information within my Reporting & Analytics?

No, our Reporting & Analytics do not contain personally identifiable information.

Can I access my Reporting & Analytics from a mobile device?

The initial launch of Reporting & Analytics does not include mobile functionality. This will be a future addition.

What internet browsers are best to use with my dashboard?

We recommend using Chrome, Safari, Firefox and Edge.

When I create my own Dashboard, can I add annotations?

We currently do not support ‘annotations’. There are some workarounds (e.g. add text tiles, custom colors, etc. on Reporting & Analytics only) that can be used, depending on your use case.

Why can’t I specify my own dates in dashboard filters?

In Reporting & Analytics, there are no date filters. Instead, there is a “Period Range” filter that allows you to select one of 30/60/90/120 day options. We did this because period-over-period comparisons require the creation of several filters and in-depth knowledge for what is being calculated. This causes the use of custom date filters to result in incomplete and blank reports. Ensuring we restrict filters allows everyone to see and compare ‘apples to apples’ and stabilizes period over period comparisons.

Is there a limit to the number of custom Dashboards I can create?

No, you can create as many as you need!

How do I know what calculations are being used for the measures I see?

If you have Explorer access, measure descriptions can be viewed by clicking the “I” button beside the measure in your Explore view:

 

You can also view additional information about all measures in your Data Dictionary, which can be seen under the “Explore” menu along the top of your screen.

How far back can I search data or run reports?

You have access to data from the last 23 months. This is a rolling timeframe, meaning that it will always be 23 months from the day you want to run the report or explore your data. If you require additional data, please contact your CSM.