Common Challenge

Solution

Not getting correct value in a custom metric from a date time metric

Check the metric type of the custom metric and change it to date time from numeric

Unable to see any data in one specific reporting dashboard

Check for various account group sharing settings and filters for that dashboard

Show Total on top of the widget is not matching the individual sum of rows

For custom fields with no values being used in the widget, the row is being removed from the widget but it is calculated in the total. Try removing the custom field used for the widget

Data coming beyond time-range selected on Dashboard

Check for the date filter used in the widget and the time metric used in the widget. If there is no date filter applied in the widget, check for default date filter for that report. This is happening because the widget is working on different date filter

Data not changing in dashboards even after changing dashboard date range

Check for sectional level and widget level date filters. If the widget level filter is added, data populates as per widget filter and not dashboard level filter. The hierarchy for filters is widget filter > sectional level filter > dashbaord level filter

Agent names are getting repeated when 1 day filter is applied

Check for aggregation on the date. Change the aggregation to daily to get 1 row for 1 agent

Common Challenge

Solution

Case Response SLA metric not giving right value or how to measure case response SLA for agent responses only

Unable to plot Date along with Case Count

Case count is never to be plotted with date but instead with case creation interval.

Unable to filter on Case

Based on different reports, try filtering on "Case ID" or "Case Number"

Common Challenge

Solution

Unique Processing Case Count not giving unique values with Case

Unique Processing Case Count is not to be used with Case. It indicates the unique count of cases where processing clock started. To check the number of cases where processing clock was started, use this metric only.

Case Processing SLA is coming out to be very large or incorrect

Check logout rule or status of the case. If logout rule didn't work, case processing clock would still be running, hence the large SLA

Case Count giving incorrect values when plotted with SLA metrics (Case Response SLA, Case User SLA, etc.)

Use Unique Case Count in SLA Report and with SLA metrics instead of Case Count

Unable to plot Case Creation Interval with SLA metrics

With SLA metrics and report use "Date"

Handling Time per Case is not giving correct values when averaged

To find the average "Handling Time per case" - use the "sum" only instead of "average"

Unable to plot case count with SLA metrics (Case Response SLA, Case User SLA, etc.)

Use Unique Case Count in SLA Report and with SLA metrics instead of Case Count

Common Challenge

Solution

Time in Login Time in status is coming very high or large

Check the logout rule of the agent (if any), and check if the user has logged out. This is due to login activity of the agent

Time in Status is coming very large or high for some agents

Check Logout Rule or check if single login is done from same creds

"Status assign time" Time Stamp is becoming odd when it is plotted or "Status assign time" is showing invalid date

Use the dimension format of "status assign time" instead of the metric

Time Spent in Status is coming 0 for some agents even though the agents logged in

If its coming zero, check if the User Occupancy Job is run in the environment

Common Challenge

Solution

Data is not coming in pipeline for some dates or new data is not coming in pipeline

Check the last run time of the pipeline and run the pipeline again accordingly. If you want the new data to come simultaneously, set the run frequency to once in every hour or every day

Data not showing for various date ranges in the widget

Date filter needs to be adjusted as per the report

Common Challenge

Solution

Same date data is being exported in Scheduled exports for continuous dates even though setting the date range in schedule export

Check widget or section level filters on the concerned dashbaord. If there is any filter added in the dashboard, the data will be exported as per that filter

PDF Export is not showing entire data for bar graphs/pie charts/columns. It is showing incomplete data

If the data is in 2 pages for pie charts/ bar graphs only the first page is visible because PDF export takes a snapshot of the data present in UI. For entire data you need to change to excel format for the export