How to solve unexpected issues with reports
Error messages received when building reports, broken behaviors when adding data to the reports, or unexpected results such as data discrepancies.
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Explore error: Narrow down your report
Issue symptoms When I try to build an Explore report, I receive the error message Narrow down your report. Edit the m... -
Why is there a week 53 on my report?
Question My report displays week 53. Why is this? Answer This happens because the last week of one year and the first... -
My numeric and decimal custom ticket fields are missing in Explore
Issue symptoms My numeric and decimal custom ticket fields are missing in reporting. Resolution steps The data for th... -
I created a new custom field but it is missing in Explore
Issue symptoms Not all my custom field options are displayed in my report. I created a new custom field, but in Explo... -
Explore report cannot be displayed
Issue symptoms When I try to build a report, I see this error message: The report cannot be displayed because it took... -
Why can't I see article views prior to December 2020?
Question I built a report in Zendesk Explore using the knowledge base dataset to report on article views. My articles... -
Explore error: The set of calculations isn't valid
Issue symptoms I'm trying to build a custom metric in Explore but I get the error: The set of calculations isn't vali... -
Explore error: No data available. Check your filters and calculations
Issue symptoms When I try to create a report, I get this error: No data available. Check your filters and calculation... -
Why does the data in my report change over time?
Question Why did my data change for dates in the past? Each time I look at a report for a time period in the past, th... -
Why didn't the CSAT report count my ticket survey?
Question Why isn't my ticket survey being counted in the CSAT statistics? Answer CSAT statistics in Explore reporting... -
Why do I see an "operation_canceled" error while building my report?
Question Why do I see an operation_canceled error while building my report in Explore? Answer This error occurs whe... -
Why is my report incorrectly reporting on the group that made an update to a ticket?
Question An agent left a comment on a ticket and then reassigned the ticket to a new group. Why is my report incorrec... -
Why don’t the call legs add up to the number of calls in Explore?
Question On the Talk dashboard in Explore, there are various types of call legs: accepted, missed, and declined. H... -
Why is my "First reply time" higher than "First resolution time" in my Explore report?
Question In my Explore report, I am using the metrics First reply time and First resolution time. The First reply tim... -
Why do I see blank spaces when reporting on articles?
Question I created a report or dashboard to measure article statistics, but the article title is occasionally blank. ... -
Conditional formatting doesn't change the color of the cells
Issue symptoms I created a report in Zendesk Explore using the metric AVG (Unsolved tickets age (days). When I try to... -
Why is drill-in not working in my Explore report?
Question Why do I sometimes see the error No data available when performing a drill-in in a Explore report? Answer By... -
My custom ticket field attribute is not returning any results in Explore
Issue symptoms I created a custom attribute for a custom ticket field, and the attribute is not returning the expecte... -
Why are certain messaging tickets missing from the Messaging tickets dataset in Explore?
Question Why are certain messaging tickets missing from the Messaging tickets dataset in Explore? Answer Tickets will... -
Why do I see negative values when I subtract time duration metrics during business hours?
Question Why do I see negative values when I subtract the native Support time duration metrics, like Full resolution ... -
I'm missing custom datasets and dashboards in Explore
Issue symptoms I'm missing custom datasets and dashboards in my Explore account. Resolution steps A Suite Professio... -
I get an "error code 5" when I try to drill in on a report in Explore
Issue symptoms When I use the drill in function on my report, I receive the following error: An error occurred. Conta... -
Why are my numeric ticket fields doubling or showing higher values in Explore?
Question Why are my numeric ticket fields doubling or showing higher values than they should in my Explore report? An... -
Why are the values in my report ignoring commas or treating a comma as a decimal?
Issue symptoms Why are the values in my report ignoring commas or treating a comma as a decimal? Resolution steps Whe... -
Filters don't update reports from my dashboard
Issue symptoms In Explore, the filter widgets don't apply to the reports on my dashboard. I want to see changes in my... -
Why is the per-channel agent status time different than the unified agent status time?
Question I’ve turned on omnichannel routing and configured custom agent statuses. When I view the Omnichannel: Unifie... -
Why does my agent status reporting provide multiple states at the same time for each agent?
Question In Explore, I noticed that my agents show more than one state for the same timestamp. How is that possible? ... -
Can I get data to show for each line in my report rather than just listed once at the top?
Question In my report, some of the fields appear empty. For instance, the values for the Ticket created - Date column... -
Why do Chat duration metric values change when adding the Engagement duration metric?
Question When I create an Explore report in the Chat: Engagement dataset, why are the resulting values from the Chat ... -
Why are chats being updated after they are completed?
Question In Explore, the Time - Chat last updated attribute shows that chats have been updated after they’ve been com...