I am trying to answer the following question: How many customers are contacting us via phone each month?
I created two queries - one was from the Tickets dataset and the other was from the Talk dataset. The names are Customer Interaction Breakdown [Monthly] and Call Volume [Monthly] respective of dataset used.
Why is it the number of voice tickets that the Customer Interaction Breakdown is reporting different to the total number of calls reported in Call Volume?
My understanding was that every call from Zendesk generates a ticket, so shouldn't these numbers match e.g. Voice ticket total = tickets created from inbound calls + tickets created from outbound calls + tickets created from voicemails.
Could you please clarify how the numbers are being calculated in each query and advise us what is the more appropriate method to measure customer contact?
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