Time tracking metrics inaccurate

Avec réponse

6 Commentaires

  • Joseph Black
    Actions pour les commentaires Permalien

    Hi James,

    When you build the report please be sure that you're filtering based on the Date (Event) instead of any other date metric. If you use a ticket-based date dimension (like Date (Ticket Last Updated)) then you'll be looking at the total sum for the tickets instead of limiting it the calculation based on when the updates were actually made.

    Please let me know if that helps!

    0
  • James Daughtry
    Actions pour les commentaires Permalien

    That does help in my understanding, though Date (Event) is not available as a metric in the What section (it's disabled) and it's not listed in the How or Filter sections, so I'm not quite sure how to filter by it.

    I'll see if I can't figure it out, though suggestions are always appreciated.  :)

    0
  • Hallie Muscente
    Actions pour les commentaires Permalien

    I'm curious, did the suggestion above help get the correct info?

    0
  • James Daughtry
    Actions pour les commentaires Permalien

    Sadly not. I keep trying occasionally, but have largely resigned to the times being off yet at least consistently off such that I can get an amortized view of how each of our agents compare.

    0
  • Hallie Muscente
    Actions pour les commentaires Permalien

    ok, thanks for letting me know.  @Joseph or any lovely zendeskers, any other suggestions on how to get this information as accurate as possible?

    0
  • Joseph Black
    Actions pour les commentaires Permalien

    Hi Hallie and James,

    You'll find the Date (Event) attribute under the HOW section of the report edit page. If it's grayed out then that means that it does not interact with the rest of the report in a way that makes sense within the data model. Specifically there is likely a non-events-based metric added to the WHAT section.

    If that's the case then I recommend removing all other metrics from this report and leaving only the time tracking metrics. Then you'll be able to slice and filter by Date (Event) much like the final report suggestion on this article.

    If you're still running into issues then we should take this to a ticket so that our Support team can look at your individual configuration.

    0

Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk