diff --git a/content/departments/data-analytics/faq.md b/content/departments/data-analytics/faq.md index 953466957f56..334e6bc58d5d 100644 --- a/content/departments/data-analytics/faq.md +++ b/content/departments/data-analytics/faq.md @@ -2,27 +2,39 @@ Below are answers to common questions teammates at Sourcegraph have. -### ARR, company type, and more are outdated on the [Server Instances Overview](https://sourcegraph.looker.com/dashboards/167). How can we get this updated? +### I can't find a customer's instance anywhere in Looker. What's going on? -Looker only populates this information from Salesforce for customers, and Looker and Salesforce both are not connected to our licensing system, so trials as a `Company Type` can't be picked up. The Data & Analytics team can't update any of this information - instead, please update the relevant information in Salesforce and it'll be updated in Looker within 24 hours. +You can look up the installer_email on your customer's instance using their license key with [this chart](https://sourcegraph.looker.com/looks/1597?toggle=fil). You can then filter any of our enterprise dashboards by installer_email to see this customer's usage. If you try this and you're still not able to locate their instance, it's possible they haven't input a license key yet, or that they're "[offline](https://sourcegraph.looker.com/looks/1527)" (not sending any telemetry). -### My account's [insert metric] went from really high to really low week over week. What happened? +### I’m looking for data about….do we have that? -It's likely they have multiple instances (such as a separate instances for staging and production) and our data pipelines picked up the low data point from their staging instance. Unfortunately fixing this is very difficult and not among our top priorities, so please reach out in #analytics to confirm specific pieces of information. +Our most frequently used reporting can be found [here](reports.md#notable-reports). If you don't see what you're looking for there, you can try utilizing Looker's search bar to search for the report you need. If you still can't find anything, feel free to reach out to #discuss-analytics. -### I can't find a customer's instance anywhere in Looker. What's going on? +### I’m using Looker and want to edit/explore a chart or dashboard, but I don’t have the right permissions. How do I upgrade my permissions? + +Manipulating existing looker charts (adding a different filter, changing dimensions, adding a column, etc) requires the view/edit/create role. You can request a view/edit/create role in Looker via Entitle - This will allow you to edit and explore any chart in Looker. A link and instructions can be found [here](reports.md#how-do-i-get-access-to-looker). Your Entitle request should be processed immediately - just be sure to log out and log back in to Looker after your Entitle request goes through. + +For tips about how to explore data in Looker - see [here](reports.md#how-to-use-looker). + +### What’s the best resource to see my customer’s cody usage? -It's possible that the customer has an offline (or air-gapped) instance. Check this [document](https://docs.google.com/spreadsheets/d/17zh57kElBPCr71d2gIjao773u_ZNt7JgjIlv7wLKYhY/edit#gid=1979843091), which lists all customers we know to be offline, to see if the customer you're looking for is on there. If not, reach out to #analytics to determine what might be the cause. +You can use our [Cody Customer Dashboard](https://sourcegraph.looker.com/dashboards/503?Server+Endpoint=podium.sourcegraphcloud.com&Date=30+day&Minutes+Saved+per+Chat=5&Minutes+Saved+per+Command+=5&Minutes+Saved+per+Completion+=2) to see any customer's cody usage. Locate your customer's instance using the server endpoint filter - the server endpoint is the same as the URL the customer uses to visit their instance. Generally this URL is something along the lines of [customer].sourcegraph.com. One thing to note is that currenlty we don't collect cody web usage from customer instances - so web data cannot be found on this dashboard. -### I'm not seeing any telemetry/data on my account except for MAUs and total user accounts. What's going on? +We don't collect user PII from our customers, but if a customer wants to see who their "top" cody users are - this [chart](https://sourcegraph.looker.com/looks/1707?toggle=fil,pik) will generate a query the customer can run against their own instance to see who is using Cody. Be sure to read the description on this chart before using, so you apply the filters appropriately. -Assuming you know there are users on the instance, there's a chance they've disabled non-critical telemetry (in which case we only get a few necessary pieces of data for billing and administration, such as total user accounts and MAUs) or fully turned off all telemetry (in which we won't get anything). It's up to the individual AE/CE for how they want to proceed with their account's contacts in this case. +### What’s the best resource to see Cody usage, generally? -### I want to know which users did this action in Amplitude. Can I pull their email addresses? +- This [dashboard](https://sourcegraph.looker.com/dashboards/476?Server+Endpoint=&IDE=) contains all of our most frequently cited metrics - DAUs, installs, CAR, latency, retention..etc. +- If you want to do more exploratory analysis, you may also want to leverage [Amplitude](amplitude.md#amplitude), or, if you're SQL-savvy, you can query the dotcom_events.cody table directly in [Redash](reports.md##what-is-redash) -If you're looking for signed-in users, we can do this. There are no emails available directly in Amplitude but we could use the user ID and manually tie it back to emails. Just let us know which set of users you're interested in. +### How often does data in Looker or Amplitude refresh? -### Do we collect [insert event]? +It depends on the dataset: + +- Cody data / data from sourceraph.com refreshes hourly +- Pings data usually refreshes every few hours, and some lesser used pings data points refresh daily + +### Do we collect [insert event] on sourcegraph.com? 1. Enable Developer mode 2. Show JavaScript Console @@ -30,8 +42,4 @@ If you're looking for signed-in users, we can do this. There are no emails avail 4. Enter `localStorage.eventLogDebug = "true"` in the JS console 5. You can just use Sourcegraph normally and in the side or bottom bar it'll show all the events being triggered! -Alternatively, you can always search in Amplitude when creating a chart for what you think the event might be (e.g. submitting a search is `Search Submitted`) and hopefully it pops up. If you can't find what you're looking for, feel free to reach out in #analytics and we'll take a look! - -### Are there plans to help Sourcegraph admins understand how their users use Sourcegraph? - -This should be a product request - please submit your feedback to #feedback and it'll get sent to the product team to prioritize. We can trigger automated PDFs of Looker dashboards to any AE/CE to send off to your contact for a short-term fix! Reach out in #analytics if you'd like to do this. +Alternatively, you can always search in Amplitude when creating a chart for what you think the event might be (e.g. submitting a search is `Search Submitted`) and hopefully it pops up. If you can't find what you're looking for, feel free to reach out in #discuss-analytics and we'll take a look!