Explain Security Journey and time metrics

Use this when a customer asks what an analytics card or timeline means.

Definitions

• Employee Security Journey: timeline of security-related events for an employee.
• Time to Report: time between message delivery/open/click context and the user reporting the message, depending on report definition.
• Time to Open: time between message delivery and first open event.
• Highest Risk People: users ranked by current product risk logic.

Steps

1. Identify the exact page/card the customer is asking about.
2. Confirm the customer organization.
3. If available in ActiveAdmin, verify the employee or campaign context.
4. Explain the metric using the public docs definition.
5. If the customer is disputing a number, follow Investigate metric discrepancies.

Escalate when

• The customer needs the formula behind a risk score.
• The number appears inconsistent across reports.
• You need raw events or query logic to explain the result.