Question
I have reports I've created within Insights. When I compare the data on my Insights reports, it doesn't match up with the data on my Reporting Overview. What is causing this data discrepancy between these two reporting tools?
Answer
The cause of discrepancy can vary depending on what kind of report you are looking at. Outlined below are common causes of discrepancies between Insights reports and the Reporting Overview.
Deleted tickets
The Reporting Overview does not filter out deleted tickets from its data set, whereas Insights does exclude deleted tickets. Their inclusion in the Reporting Overview can skew the data on reports available here.
Solved tickets and reopens
The Reporting Overview will only capture the date when a ticket was first solved - meaning, even if the ticket is reopened and solved at a later date, the solve will only display on the date the ticket was first moved to the solved status. Insights will display the ticket as solved on the most recent date it moved to that status.
Business Hours
This is the most common issue that leads to discrepancies with any time-based metric, such as first reply time or full resolution time. The Reporting Overview does not take into account your business hours, even if you have a business hour schedule setup within your Zendesk Support account. Insights reports can be configured with the [Biz Hrs] metrics to calculate times within your business hours.
Satisfaction Ratings
Another common discrepancy is that the native satisfaction ratings count rating events, whereas Insights by default counts only the current rating. So, if the account has one ticket that was rated first bad, then changed to good, native dashboards will show 50% satisfaction while Insights will show 100%.
Comments
1 comment
I would love to see the Reporting Overview reflect the customer's setup by removing deleted tickets and using business hours if they are being used. I would imagine that most would agree that data is only useful if it's reflective of reality otherwise, it's not actionable or relevant, perhaps just interesting. As an illustration, we all use a mirror when we get ready in the morning to make any needed changes to our appearance so that we are presentable. But what good it would it be if the reflection was not accurate? It would simply be useless piece of glass.
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