[Fixed] Helpful and unhelpful feedback counts under-reported in the Feedback table (Analytics)

Hello Moveworks Community,

What happened

Following a recent update to the Feedback table, the top-level Helpful and Unhelpful counts began including only feedback submitted through feedback forms — leaving out thumbs up and thumbs down given directly in the assistant. Since thumbs up/down is how most feedback is given, these counts read lower than they should have.

What you may have noticed

If you review feedback on a regular cadence, the totals for a given period may have started reading lower than the figures you recorded for that same period earlier. Because the counts are calculated at query time, this affected all periods including historical ones — so comparisons made before and after the update wouldn't reconcile.

What was not affected

- Your AI Assistant experience. This was a reporting issue only — employee feedback was captured normally throughout.
- No feedback was lost. Every thumbs up and thumbs down remained recorded; the top-level count simply filtered them out.
- The detailed feedback download, which reports form submissions and was unchanged.

Resolution

We've corrected the calculation so Helpful and Unhelpful counts once again include thumbs up and thumbs down feedback, matching the behavior you saw before the update. The fix went live on 7th August, 2026. Because this was a change to how the metric is calculated rather than to the underlying data, historical periods recalculate automatically — your earlier weekly figures should now match what you originally reported. No action is needed on your part.

A note on what these metrics count

We've also restored the on-dashboard note clarifying that the top-level feedback metrics reflect thumbs up and thumbs down, while the detailed download reflects form submissions only. These are counted differently by design, and the note now makes that explicit.

Thanks to the teams who flagged this. If you have questions or think you're still seeing a discrepancy, reach out to your Moveworks team or reply here.