I created a Report that shows the Update Handling Time of each agent per customer per week. Here are the metrics/attributes I am using for reference:
Metrics (1):
SUM(Update handling time (mins))
Columns (1):
Update - Day of week
Rows (2):
Ticket organisation name
Updater agent name
What I want to do with this report is be able to filter the weeks on my Dashboard. For example, if I want to see how much time an agent spent a day for each customer last week, I would filter it by Year & Week - 2025 W33 (week 33). If I want to see how much time is spent by agent per customer per day this week, I would choose 2025 W34.
My expectation is that since it is only Wednesday as I post this, if I select 2025 W34 (current week), I should only see available data for Mon, Tues, Wed. However, my table shows data for the rest of the week for Thur, Fri, Sat, Sun. When I drill in the data, it shows tickets that have been updated before this week, some even months past.
Has anyone experienced this, and how do I address it?
Hi Naomi,
Thanks for sharing such detailed information about your report setup. It sounds like you're running into an issue where filtering by a specific week is returning data beyond the expected days, which can definitely cause confusion when analyzing weekly performance.
One thing to check is whether the date fields used in your filters correspond exactly to the update timestamps you want to measure, and how Zendesk is calculating the "week" boundaries. Sometimes, time zone differences or the way weeks are defined (e.g., starting on Sunday vs. Monday) can lead to data from outside your expected range appearing.
You might also want to:
Verify that the date filter applied (Year & Week) is connected properly to the "Update handling time" metric and the relevant update date or timestamp attribute.
Use additional filters or custom date ranges to restrict data explicitly by update date rather than relying solely on the week number.
Consider adding date-based calculations or formulas that validate if update dates fall within your selected week to fine-tune the dataset.
If this persists, it could be helpful to share a sample of your report setup with Zendesk support or community experts to get hands-on troubleshooting.
Hope this helps you narrow down the cause and get the report showing accurate weekly data!