Total Time Spent calculates differently in Explore - why?
AnsweredCan anyone elaborate on why the ticket here (#163724) shows 4,772 seconds spent on it (which is fairly accurate), but my explore query shows 81,107 seconds, please? It's driving me insane.
Thanks in advance!
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Hi Lucy! I attempted to reproduce this in my own Zendesk instance but wasn't able to.
I have a hunch you might be looking at the SUM of the Total Time Spent (sec) metric rather than the AVG but I'm not 100% sure if that will explain the numbers you're seeing on your end. It's worth a shot though!
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You're right Chandra - but I'm still not sure why. There's only that one ticket that I'm querying, so why would SUM be different to AVG?
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@... Based on what I had seen within my own Zendesk instance earlier today, I believe it's because you're looking at three different metrics in your Explore query.
For instance, in the example I was looking at in my account, if I were to multiply the number I was seeing in the event logs for Total Time Spent by the 'number of updates' and 'number of tickets solved' returned within my Explore query for that same Ticket ID, the numbers added up on my end. Switching it from SUM to AVG allowed me to look at the average Total Time Spent (in the case of a single ticket, this would be the same) versus adding the total time spent for each individual ticket update.
That said, the numbers weren't adding up in your screenshot which is why I wasn't 100% confident that the AVG function would do the trick here. I have a feeling it might be because you're filtering by Update - Date but, without being able to see all of the filters you've applied to this query, it's a bit difficult to know for certain if that's what is at play here.
Hopefully that at least helps point you in the right direction! Otherwise, Zendesk's Support team might be able to shed some additional insight in terms of the exact numbers you're seeing on your end.
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Chandra Robrock I'm running into a similar issue. Changing the function to AVG kind of helps, but if I'm trying to look at the total ticket handling time in a given month for an agent, the result will be extremely low (e.g., 11 mins). Any other suggestions?
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Allen Lai | Head of CX at Otter.ai Happy to help see if I can help! Mind sharing a screenshot of the exact Explore query you've setup?
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Lucy Child Chandra Robrock Check if your metric "Total Time Spent (sec)" is being computed separately. See the screenshot below for reference. What I've been told is that if it's not being computed separately, it will create a discrepancy. After I checked this box, everything seemed to calculate accurately.
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