Troubleshooting guide: Explore reporting data discrepancy

Question

I created a report but there is a discrepancy. The data is dramatically different than another similar report or dashboard. The report is showing me different numbers that don't match the actual numbers in the product, I can't seem to get an accurate result. What could be wrong?

Answer

Use the troubleshooting guide below to work through a number of reasons why your reports might be incorrect. Then, use your newfound knowledge to update your reports to better represent what you want them to show.

• Check attributes and metrics
• Check filters
• Check time frame
• Check product

Check your metrics and attributes
Some metrics and attributes look the same but are calculated slightly differently

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If your data is not matching, the first thing to check is the metrics and attributes. To do this, check the metrics and attributes references.

Take a look at the description and formula of each metric or attribute of the report. Make sure the metric or attribute you've chosen is meant to show the data you expect. Compare and contrast the metrics and attributes you have chosen with similar metrics and attributes to make sure you've chosen the data you're truly looking to measure.

• Metrics and attributes for Zendesk Support
• Metrics and attributes for Zendesk Guide
• Metrics and attributes for Zendesk Chat
• Metrics and attributes for Zendesk Talk
• Metrics and attributes for Zendesk Answer Bot
• Metrics and attributes for Zendesk Sell

Check your filters
Filters determine what data is shown and what is not

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Filters determine what data is included and excluded. Use the references below for more guidance on how filters narrow down and focus your results:

• Working with report filters
• Adding interactive dashboard widgets
• Best practices for using dashboard filters
• Explore recipe: Getting to know dashboard filters

Check the time frame
Make sure you are seeing data from the time frame you intend

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Make sure all your data is filtered to the same time frame as the other report you are looking at or the data you want to validate.

The timeframe shown in your reports and dashboards is also dependent on filters. In this case, date filters. Use the below resources to learn more and check your reports:

• Editing dates and date ranges
• Adding interactive dashboard widgets

Cross-check with the source product
Dig into the source of the data to learn more

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A great way to pinpoint why some data does not match, why certain data is missing, or why a report does not show the data you expect it to, is to go to the source.

This article outlines a few strategies to help you pinpoint exactly what data is showing in your report and cross-check your report with the source data, see the article: How do I validate that Explore is showing the correct data?

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