Discrepancy of EAP performance boards and Zendesk Explore reports | Community
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Discrepancy of EAP performance boards and Zendesk Explore reports

  • August 13, 2025
  • 1 reply
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I'm trying to compare first reply time for both reports but are showing different numbers.

Im checking individual scores of agent and the team

 

For explore:

  • I used average for first reply time ticket created
  • same timezones on both reports

    1 reply

    Tiago12
    • Tiago12
    • August 14, 2025

    Hi @denelle !
    Thanks for reaching out - the Performance boards use the metrics in Zendesk WFM which may not always be calculated in the same way as the ones in Explore. For example, you mentioned you were using averages for first reply time in Explore, but in WFM the metric values are absolute. We have the breakdown and formulas of all WFM metrics here: https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics. If you scroll down you'll find First reply time in the breakdown table.

     

    One way of seeing if the values you are getting are accurate, or if you may have stumbled on an issue with Performance boards would be to compare the same metrics value you are getting in the boards with the ones you get in WFM Reports for the same agent and timeframe.

     

    Does this help? Let me know if I can help in any other way or if you have additional questions.

    Thanks again!

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