I’m also looking at analytics and need to create a filterable aging report for >30 >60 >90 days for agent groups. I’ll be watching this thread!

seems to be something either in the working hours the ticket enters the queue or the data refreshing. tickets logged at 5:24 in the morning dont show in the data but one that came in later did. I dont have access to the admin section to investigate further but there is something not quite right,.

​@Feno_uk 

That’s interesting, that it didn’t catch the earlier ticket. Even it it was created before Business Hours and delayed, I would think that once BH started (and assuming they have started) analytics should catch it. If I have time today I will try to recreate your issue in a sandbox Workspace and will report back. I cannot promise anything, but I am actually going through the analytics documentation to get a better grasp on reporting so I might be able to test this out.

Hi ​@Feno_uk .

That’s really odd.

Analytics sync data hourly. That is, a ticket logged/created at 7:30 won’t be shown in any analytics until 8:30

Sometimes it syncs a little bit earlier, sometimes a little delayed, but usually is about 1 hour.

That being said, if a ticket is logged and you already see in Analytics, it should be there. You need to double check your filters in your widgets.

You only shared 1 single screenshot (and it was not complete, not able to see if there are additional report filters applied, as there is a vertical scrollbar).

But if you happen to reproduce it, you may submit a support ticket instead, as it maybe a bug which needs to be addressed.

Best,

​@Feno_uk please re-confirm the above and log a support ticket for the team to investigate. ‘In the last 7 days’ filter should include the tickets logged on the current day.