What are some discrepancies between Insights and the monthly usage email?
The monthly account usage email will not show the same data as Insights reports. It is not created by GoodData and the metrics are approached in different ways. For example, the numbers gleaned are going to show an average number based on an 28 day span of time, where most of your GoodData monthly reports will be based on the calendar month median.
The monthly account usage is basically an email to show the kinds of information that can be gathered from reporting, and isn't designed to be used as a reporting tool.
More details on how the metrics are calculated:
- The metrics are pulled directly from the ticket metric sets, from the production database directly, every night and this includes deleted tickets (we do not apply any filters)
- First Reply Time: For this 28 day period, calculates the average time (in minutes) based on the first public reply event having occurred in that reporting period. If you select the same period within Zendesk reporting these should be close (they're probably never going to match exactly)
- One touch resolution: looks at all tickets where there is exactly 1 agent interaction. Insights currently considers 1 or 0 interactions as 'One-touch' tickets (this definition is being reviewed and we'll likely revise Insights in the future to be consistent)
You can view more information about the monthly account usage emails here: About the monthly account usage email.