Ticket Report Genrated-Time mismatch-Analytics

Insights
1

Hey,
Can anyone tell me if the report is downloaded at Global time, but at platform time is
set in IST format then will be there the variance between the time assigned ticket to agents of the report
example:
Ticket assigned on Aug 1, 12:18 AM,
according to the Feedback ticket report ticket ID has captured on 31/07/2023.

Client SIDE:
“Subjected Ticket landed to BOT on Aug 1, 12:18 AM and connected to Agent on Aug 1, 12:18 AM, but according to the Feedback ticket report ticket ID has captured on 31/07/2023. Ticket ID not captured on the 01/08/2023 Feedback ticket report.”

2

Hi,
The time captured on the downloaded report is the standard bot time, this will be with respect to the actions taking place in Inbox (i,e,. Agent’s side)
Ticket ID and Ticket assigned are two different values:

  • Ticket ID: Time when the ticket was created
  • Ticket assigned: Time when the ticket was assigned to the agent

CC: @Sanskrity