KPI Discrepancies in Zendesk Dashboards
Why do KPI values differ between the Talk Live calls and Explore live dashboards?
KPI values might differ between the Talk Live calls and Explore live dashboards due to differences in agent status counting, wait time calculations, and filtering options. The Explore dashboard only counts agents in the Online status, while Talk includes those in the Away status.
Wait times in Explore are based on events from queued calls, which might cause slight delays compared to Talk. Additionally, Talk can be filtered by phone number, whereas Explore is filtered by group, leading to potential differences in KPI values.
More related questions
Why might there be discrepancies between the Talk Live calls dashboard and the Explore live dashboard?
Discrepancies between the Talk Live calls dashboard and the Explore live dashboard can occur due to several reasons. The Explore live dashboard might not be ready immediately after activation, taking up to eight hours to display information….
How long does it take for the Explore live dashboard to be ready after activation?
The Explore live dashboard may take up to eight hours to be ready after activation. During this time, the widgets will display a message indicating that the live data is almost ready. Once the data becomes available, the live widgets will start…
How do agent status differences affect dashboard discrepancies?
Agent status differences can lead to discrepancies between the dashboards. The Explore live dashboard only includes agents in the Online status, whether they are on a call or not. In contrast, the Talk Live calls dashboard also counts agents in the…
What causes differences in wait time calculations between the dashboards?
Differences in wait time calculations between the dashboards are due to how each system processes call events. The Explore live dashboard calculates wait times based on events from queued calls, starting a timer when a call enters the queue and…
How do filtering options differ between the Talk Live calls and Explore live dashboards?
Filtering options differ between the Talk Live calls and Explore live dashboards, which can lead to discrepancies in KPI values. The Talk Live calls dashboard allows filtering by phone number, also known as a line. On the other hand, the Explore…
What is the refresh rate for the Explore live dashboard?
The Explore live dashboard refreshes every ten seconds while the dashboard tab is active in your browser. However, if the tab is not active, the refresh rate slows down to improve performance. When you return to the tab displaying the dashboard,…
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