Negative Values in Zendesk Time Metrics Explained
Why do I see negative values when subtracting time duration metrics during business hours in Zendesk?
Negative values can appear when subtracting time duration metrics during business hours if a ticket's schedule changes multiple times. This is because business hours metrics are sensitive to schedule changes. To avoid this issue, it's recommended to use calendar hours values instead, as they remain consistent regardless of schedule changes.
To prevent negative values, set your schedule early and try to avoid making changes later. If you encounter a negative value, check the ticket history to see if the schedule applied to the ticket has changed or if any holidays were backdated. Remember, the schedule at the time of the event may differ from the schedule when you check the ticket. You can use the schedules endpoint to verify when a schedule was last updated. For more details, visit theoriginal article.
More related questions
How can I prevent negative values in Zendesk business hours metrics?
To prevent negative values in business hours metrics, it's crucial to set your schedule early and avoid making changes later. Negative values often occur when a ticket's schedule changes multiple times, affecting the business hours metrics. If you…
What should I do if I see negative values in Zendesk business hours metrics?
If you see negative values in business hours metrics, first check if the ticket schedule has changed or if any holidays were backdated. These changes can cause discrepancies in business hours metrics. To resolve this, consider using calendar hours…
Why are calendar hours recommended over business hours in Zendesk metrics?
Calendar hours are recommended over business hours in Zendesk metrics because they are not affected by schedule changes. This makes them more reliable and accurate, especially if a ticket's schedule changes multiple times. Business hours metrics…
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