I've recently created two Call Answer Time queries for use in a Dashboard in Zendesk Explore: one to display as a KPI and another to display as a chart showing the last four months.
In the Dashboard, we have it set up to display a date range for the last month. (In this case, February 2020.) As you may notice in the image above, the Call Answer Time KPI does not match the chart.
Reviewing both queries, there doesn't appear to be any filters that would cause the two numbers to be different.
If I force the KPI query to only show calls for the past month, it does match up with the chart (104 seconds).
In the Dashboard, the chart is set to exclude the Call Date from the Time Filter. The KPI does not exclude any filters.
From what I can tell, the Call Answer Time KPI is showing the incorrect number but I can't understand why. Does anyone have any thoughts or insights of what I could be doing wrong?
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