Incorrect figures across the Zendesk Chat Talk and Support?

18 Comments

  • Sudeshna Basu
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    Hi Krzysztof Klimek,
    Thank you for reporting this issue.

    For the Chat agent metric, the number you see on the real-time dashboard should match what you see in the Chat product by clicking the "Monitor" link on the left panel. Could you check what you see on the Chat Monitor screen?

    For the difference in Talk metrics that you pointed out, our development team will be investigating the rootcause & we will share an update as soon as we know more.

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  • Krzysztof Klimek
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    Hi Sudenshna

     

    I just checked the monitor and compared with real time dashboard for chat and is still incorrect 

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  • Krzysztof Klimek
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    now the number on Talk is on -20

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  • Brett - Community Manager
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    Hey Krzysztof,

    It looks like our developers are still investigating this issue. This thread will be updated once we have more information to provide :)

    Appreciate you taking the time to share this with us!

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  • Krzysztof Klimek
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    Hi guys

    Been a while, how its going with fixing the dashboard? I have noticed an improvement already.

    I have additional question, how often does the dashboard refresh? 

    Best
    Krzysztof

     

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  • Brett - Community Manager
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    Hey Krzysztof,

    I'll reach out to our Product Manager to see if there have been any additional updates on this feature. I know they've been investigating on the backend so I'm glad you're noticing improvements on your side!

    As for how often the dashboard refreshes, I double checked and it looks like Chat and Talk data refreshes every few seconds. Ticket data can take a few minutes to refresh.

    Let me know if you have any other questions!

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  • Eldridge Alcudia
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    We are experiencing the same issue with the Chat Metrics. It is not reflecting the same information as the Monitor.

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  • Brett - Community Manager
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    Hey Eldridge,

    Our PM's are still looking into this issue but thanks for reporting this to us!

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  • Krzysztof Klimek
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    Just check today, still incorrect for Talk

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  • Sudeshna Basu
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    Hi Krzysztof 

    Thanks for your continued feedback & patience.

    I'm happy to report that our engineering team was able to diagnose the problem and has resolved the issue related to Chat metric discrepancy. Would you be able to check to see if that addresses your problem?

    On the Talk metrics issue, that is the highest priority issue that they are currently investigating, but we don't have the fix yet. Will keep you posted.

     

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  • Sudeshna Basu
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    Hi Eldridge,

    Our engineering team has recently resolved the issue related to Chat metric discrepancy. Would you be able to check to see if that addresses your problem?

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  • Krzysztof Klimek
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    Hi Sudeshna Basu

    I can confirm that the numbers in the chat are up to date and correct.

    Thanks for this!

    Best
    Krzyszotf

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  • Eldridge Alcudia
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    Hi Sudeshna,

    No, it looks like the chat metrics are still not appearing to be correct.

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  • Krzysztof Klimek
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    Hi Sudenshna.

    How is progress going on this task? Can we fully close it now? Has all the issues been resolved now?

     

    thank you
    Krzysztof

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  • Brett - Community Manager
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    Hey Krzysztof,

    I reached out to Sudeshna to see if we have an update to provide.

    Cheers!

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  • Sudeshna Basu
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    Hi Krzysztof & Eldridge,
    Our engineering team has recently released some updates that are expected to address the issues with the metric inaccuracies. There is still ongoing validation and further investigation which will take some more time to complete.

    Thanks for your patience.

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  • Eldridge Alcudia
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    Any updates here? 

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  • Brett - Community Manager
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    Hey Elridge,

    I'm going to create a ticket on your behalf so our Explore team can take a look at the issue you're running into on your end.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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