Analytics Dashboard: support reference¶
Internal. The customer-facing explanation is in the overview and the screen reference.
Analytics reads from a separate warehouse rather than from the modules directly. That single fact explains most of its tickets: the dashboard can be correct and still disagree with a module screen, because the two are looking at data of different ages.
The warehouse is a separate component¶
If the warehouse is not connected or not licensed, the dashboard shows its unavailable state. That is the accurate display, not a failure.
Where it is connected, figures are as current as the last sync. A module screen reads live data. A dashboard that is "wrong by a few hours" is usually right, and simply older.
Filters are global and they persist¶
The filter bar applies across every widget, and the selection survives navigation. A dashboard that looks empty or implausibly small is very often filtered from an earlier visit rather than broken.
Individual widgets can carry their own filter on top of the global one, so a single card disagreeing with its neighbours is normal and deliberate.
Shared profiles are read-only to everyone but their owner¶
A dashboard profile shared with a user shows its custom charts with Refresh only — Edit and Delete appear on charts the viewer owns.
This is deliberate: a shared profile is one definition seen by many people, so an edit would change what every viewer sees and a delete would remove it from all of them.
"I can't edit the chart" from a user looking at someone else's profile is the design. The remedies are to ask the owner, or to take an own copy of the profile.
Refresh is per chart¶
Refresh re-runs that chart's query alone. If one widget looks stale while the rest of the dashboard is current, that points at the chart's own query rather than at the warehouse sync — which is the distinction the control exists to make.
Live Data is configurable, so two users see different columns¶
The Live Data grid's columns and their order are a per-user choice. Two people describing "the same screen" can be looking at different columns, and an export follows the exporting user's configuration.
Establish which columns the caller has before comparing exports.
Risk score against risk rating¶
The engine's risk score (0–100, with a zone) is not the severity rating. A finding can be Critical severity with a moderate risk score, or the reverse, because the score weighs context — exposure, asset properties, likelihood — and the severity does not.
An estate with risk-score properties unconfigured produces a score that is severity with extra steps, and a "top risky assets" list that ranks nothing meaningfully.
What to collect before escalating¶
- Whether the warehouse is connected, and when it last synced.
- The global filter state — a screenshot of the filter bar, not a description.
- Whether the profile is the caller's own or shared with them.
- For a single wrong widget: whether Refresh on that chart changes it.
- For number disputes: the same figure from the module screen, with the time of each reading.