Update to Prebuilt Dashboard Incorrectly Calculating Results On Agent Updates Tab
Hi folks, I noticed a wild discrepancy when I looked at the prebuilt Support dashboard. On the Agent Updates tab, the “Tickets Created” KPI, is being excluded from “Ticket Created” filters, and locked into “Update- Ticket Update” as the only time filter allowed to touch it, which seems weird and likely part of the problem. On top of that, it has a built in filter that says to only look for tickets updated during that time period, that were updated by an agent or admin:
This means the report is excluding every single ticket that was created by a customer and has not been touched by an agent yet. That’s just not an accurate way to count the number of tickets created over the last 30 days. It’s off by a whole decimal point for me, for instance.
You can even flip between the first tab and the Agent Updates tab, and see the wild difference in the number for "tickets created" across the KPIs.
Upon checking the Agent Tab and Ticket Created query, it's behaving as expected. It is not counting the number of tickets created during a specific period but the number of tickets created that has been updated by an agent or admin during a specific period.
If you think that this is an improvement that can be done with the current report, our Product Managers are continuously monitoring all feedback in our Help Center. Posts like this with high engagement will definitely be evaluated.
Hope this helps.
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