I want to validate the report or dashboard I am looking at. How do I cross-check and verify the report is showing the data I intend it to show?
There are several ways to verify and validate the reports you see in Explore. You can drill into the data to get more specific information, cross-check with another product, or use an example to help you pinpoint discrepancies. Look at each strategy below and find an example demonstrating how each strategy works.
- Check product
- Check example
- See strategies
Use drill-in or decompose
Drill-in and decompose are two different ways to interact with reports that allow you to find out what data is reflected in your report. For more information, see the article: Interacting with reports.
If you're trying to validate or verify data in a default dashboard, clone the dashboard first and then use the above features in the cloned reports.
Cross-check with the source product
Use advanced search functionality in Support to pull up a list of tickets that should be reflected in your report. Cross-check the data to confirm if your report is showing what you want it to. If it is not, look for a discrepancy between your search terms and the filters and metrics in your report. Learn more in this troubleshooting guide on data discrepancy.
Check a specific example
Open a specific example of a call, chat, article, or ticket that you expect to be in the report but is missing. Then, cross-check that example with your report to see what characteristics don't match with the report that causes it to be excluded.
See the above strategies in action
This report shows recorded outbound calls, from the year 2020, in the brand
The goal of this exercise is to find out ticket IDs associated with each call recording. To do that, decompose the report with the Ticket ID attribute which gives me a more specific report:
To double-check this data in Support, use the advanced search.
The image above uses this search query:
via:phone_call_outband brand:"Mountain dog" created>"2020-01-01" created<"2020-12-31"
In this instance, ticket ID #303 has a call recording but, the created report doesn't display that ticket. By opening it, it's possible to confirm that it was created in 2020 and that it has a recording. However, the brand of the ticket is
Z3N DOG rather than
Mountain Dog and it is an inbound call rather than an outbound call.
For more information, see the article: Troubleshooting guide: Explore reporting data discrepancy.