Actual tickets solved by an agent VS "Tickets Solved" in reporting

6 Comments

  • Marshall White
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    According to Using the Reporting Overview, the data syncs hourly

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  • Daniel Lee
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    HI Marshall,

    I totally missed it.Thank you so much for pointing it out.

    I will monitor it and see how it goes.

    Thanks again,

    Daniel.

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  • Daniel Lee
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    Hi, 

    Another question, I only have 2 agents in my system. If this is the case, shouldn't the total solved ticket be equivalent to the tickets solved combined by both agents?

    In my case, the ticket solved in dashboard is more than the ticket solved by both agent combine together.

    What is possible reason that could lead into this situation?

    Thanks,

    Daniel 

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  • Rebecca
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    Hey Daniel -

    Thanks for the screen grab. I took a look at your account and I saw there is an automation that closes tickets from pending status after an amount of time has passed regardless of the ticket having an assignee or not.

    Therefore the difference seen in the dashboard solves is that the top number is reporting all solved (including closed) tickets in the timeframe applied. 

    Where the lower grid is showing the tickets solved by the assigned agents. Tickets solved or closed without an assigned agent will not display in the grid but do count towards the totals.

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  • Daniel Lee
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    Hi Rebecca,

    Thanks for your help!

    Best Regards,

    Daniel Lee

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  • Chiaki Oka
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    Hi Daniel,

    Apologies for the late response, I had to clear this up with our Product team first. So, the tickets are rolled up hourly. However, please be aware of the date range you are selecting. As choosing "Last 24 hours" will give you up to date stats up to the previous hour and Last 30 days" or any other timespan that is more than 24 hours will give you an up to date stats up to the last midnight in the agent's timezone.

    Hope that answers your question. :)

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