Resolving Discrepancies in Zendesk Reports
Learn why discrepancies occur in Zendesk business hour reports and how to resolve them using calendar hours.
Why might I see discrepancies in Zendesk business hour reports?
Discrepancies in Zendesk business hour reports can occur if there are changes in schedules that affect the metrics. Multi-event metrics may include multiple schedules in the business hours total, while single-event metrics use only one schedule.
If you notice discrepancies, consider using calendar hours instead of business hours for more consistent reporting. For further information, you can check the originalZendesk article.
More related questions
What are multi-event metrics in Zendesk?
Multi-event metrics in Zendesk are based on ticket status and record their values in events throughout the ticket lifecycle. These metrics, such as Agent wait time, Requester wait time, and On-hold time, add events to a running total as ticket…
How do single-event metrics work in Zendesk?
Single-event metrics in Zendesk record only one value for the entire ticket. Metrics like First reply time, First resolution time, and Full resolution time use the schedule at the time of the relevant event and apply it for the full duration of the…
What should I do if I see negative values in Zendesk time duration metrics?
If you see negative values when subtracting time duration metrics during business hours in Zendesk, it might be due to discrepancies in schedule changes. Multi-event metrics can include multiple schedules, which might lead to unexpected results. To…
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