Explore advice and troubleshooting
Reporting and analytics admin questions
- Where can I grant agents access to Explore? [Video]
- How can I change the status of my agents?
- Why is my prebuilt Chat dashboard empty on Explore?
- Why does overall sum remain consistent, even when sorting by the top or bottom attribute?
- Why don’t I see the Live data (including Messaging) dashboard in Explore?
Metrics, attributes, and filters
- Can I add inverted commas, parentheses, or brackets in the name of my calculated metrics or attributes?
- How is the Handle time metric calculated in the Messaging tickets dataset?
- Can my report show an average of tickets solved during business days?
- What's the difference between Ticket group and Update ticket group in Explore?
- Are merged tickets counted as one or two tickets in the total ticket volume?
How to build dashboards
- Error: code 3 or Network issue
- Why did my scheduled dashboard delivery time out?
- Is there a way to restrict the view of Explore dashboards to groups or specific users?
- How do I access a dashboard from a suspended agent?
- Explore error: "Network error" when selecting a dashboard data filter
How to create and update reports
- How do merged tickets affect one-touch ticket reporting?
- Can I measure how long a ticket sat with its last group before being solved?
- How do I pull a report of the last 30 days of tickets?
- How can I exclude system updates from my results in Explore?
- How can I create a clickable link to a ticket in Explore?
How to solve unexpected issues with reports
- Why do Chat duration metric values change when adding the Engagement duration metric?
- Can I get data to show for each line in my report rather than just listed once at the top?
- Why does my agent status reporting provide multiple states at the same time for each agent?
- Why is the per-channel agent status time different than the unified agent status time?
- The data filter isn't updating the reports on my dashboard