I'd like to bring to your attention my most recent findings about the accuracy of Explore reports. We use Growth Suite, and to be honest, I'm disappointed by the number of restrictions this plan imposes. However, I believe the limitation I discovered yesterday is something Zendesk need to review.
Explore's reports are clear and simple to use. I cannot modify or create custom ones under my current plan, but I thought I can rely on the data presented in the reports. This, unfortunately, is not the case.
I was using the Zendesk Answer Bot report, specifically the stats for "Engaged with Bot" but regardless of the selected date range the report showed me one number - 57%. I was informed by Zendesk customer support that this filter is not included in the settings for my plan, and since I can't edit filters in reports, there is nothing I can do about it.
Given this, how can I trust any of the items in this report or any other report for that matter? What is the basis for the "Transfer to Agent" percentage in the report in question?
As much as I understand the plan limitations, I'm not sure how Zendesk expects us to use the reports if we don't know which of the statistics presented are part of our plan and thus reflect correct figures.
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