I'm trying to find out more info about a particular ticket. I know that it came in as a call to a certain number and was assigned to a group. I also have its ticket id.
In Explore, I've made a custom dashboard based off of the Talk one with a bunch of custom queries that we're reporting on. By filtering the number and group and drilling through on a general query (Max answer time), when I export that data as an excel file, this ticket isn't showing up. Even including all groups and numbers, this ticket still isn't in the excel file.
It makes me not trust the data that's displaying for the queries. I tried creating a new query D_Count(Calls). From the default dashboard, Calls (total number of calls) shows as 5029 for the timeframe selected. My D_Count(Calls) query shows 4122. When I export from the drillthrough on my calls query, there's only 3009 rows. Does anyone have any idea about the discrepancies between these numbers? And what I can do to access the call data about that particular ticket?
Thanks for any insight!