Both the Talk Live calls dashboard and the Explore live dashboard contain near real-time information about calls in your Zendesk instance. Sometimes, the information in each dashboard might not match. Use the information in this article to help understand when discrepancies might occur.
- For more information about the Talk Live calls dashboard, see Monitoring calls with the Live calls dashboard.
- For more information about the Explore live dashboard, see Overview of the Explore live dashboard.
This article includes the following reasons why there might be discrepancies between the Talk Live calls and the Explore live dashboard:
The Explore live dashboard is not yet ready
When you first activate Explore Enterprise, it might take up to eight hours before Talk live dashboard widgets begin to display information. While you wait, the message "Your live data is almost ready. Check back soon." is displayed in the widget as shown below:
Once the data is available, the live widgets will start showing the correct information.
KPI values in the Explore live dashboard don't match the Talk Live calls dashboard
In this section, you'll learn some of the reasons why key performance indicators (or KPIs) might show different values in the Explore live dashboard and the Talk Live calls dashboard. An example is shown in the following screenshots:
Talk live calls dashboard
Explore live dashboard
The reasons you might see discrepancies include:
Agents online differences
In the Explore live dashboard, the Agents online KPI displays only the agents who are in the Online status (either on a call or not).
In the Talk Live calls dashboard, the agents online KPI additionally includes agents in the Away status.
Average wait time and longest wait time differences
Talk wait times displayed in the Explore live dashboard are calculated based on events sent from Talk about queued calls. When a call enters the queue, and the event is received, Explore begins a timer to record how long calls are waiting. When the call is answered by an agent, or leaves the queue, Explore stops the timer. The average and longest wait time values are calculated from these timers. Because of these calculations, there may be a slight delay in the values when compared to the Talk Live calls dashboard which refreshes approximately every ten seconds.
The Talk Live calls dashboard can be filtered by phone number (also known as a line) while the Explore live dashboard can be filtered by group. This might produce different values for KPIs depending on how the customer account is configured.
Explore live dashboard refresh rate
The Talk section of the Explore live dashboard refreshes every ten seconds, while the dashboard tab is active in your browser. When the tab is not active in the browser (for example if you're looking at a different web page) the refresh rate is slowed to improve performance by not refreshing dashboards that are not being viewed.
When you return to the tab displaying the dashboard, the refresh rate returns to ten seconds.
Just want to clarify something.
Under the heading Average wait time and longest wait time differences it says:
Under the heading Explore live dashboard refresh rate it says:
Do both the Talk Live calls dashboard and the Explore live dashboard refresh every ten seconds? (....with the other factors in mind - eg: 'while active in your browser' etc)
Yes, that is correct. The dashboard displays data in near real-time but its update interval might be affected by other factors like network speed and ticket volume. For information about how often Explore refreshes data, see Data refresh intervals for Explore plans.
I'm trying to know how many calls and how many tickets I have on a given day but I'm confused with the dashboard reporting, for this example it is the reporting of the previous day
but If each call is a ticket, I don't understand how we have more calls than tickets, and if a call is only the tickets on the voice channel, then how come it is less than what it showed on the talk dashboard?
How can I know with certainty the number of calls and number of tickets from a given day?
Hope you can help provide clarity, thanks in advance
Calls on the Talk Dashboard is the total number of calls, which can include things like abandoned calls that wouldn't result in a ticket. If you look at the Calls by Type and Unsuccessful Calls charts on the Talk Dashbaord, are you able to reconcile the numbers?
Hey there @...
I haven't yet been able to reconcile the numbers just yet
1370 total calls but 657 voice tickets
- 255 abandoned/not answered calls
so missing about 458 tickets from calls
it shows 381 "forwarded calls" but not sure if these create tickets or not, but if they don't, then would still be missing 77 tickets, so still not sure what I'm missing yet
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