Delay and data drill in inaccurate | The place for Zendesk users to come together and share
Skip to main content
Question

Delay and data drill in inaccurate

  • May 12, 2026
  • 2 replies
  • 10 views
S

Hi,


We’re noticing ongoing issues with the Live Talk data dashboard. There are discrepancies between the summary tiles and the drill‑down views, and the data requires frequent refreshing. Even after refreshing, the information is often inaccurate - for example, the dashboard may show 7 agents as “Away” when only 4 are actually in an away status.

We’re also experiencing issues with suspended tickets. The dashboard indicates suspended tickets, but when drilling into the view, none are displayed. A refresh is required before the correct data appears for review.

Also worth noting, this is only effecting users in the updated dashboard. 

2 replies

M

It looks like the updated Live Talk dashboard is misreporting agent statuses and suspended tickets due to sync and refresh issues—summary tiles don’t align with drill‑downs, and data only corrects after manual refresh. Since this only affects users on the new dashboard, it’s likely a bug in the latest release, so escalating to the product team with logs/screenshots is the best way to get it prioritized for a fix.

P

It sounds like the updated Live Talk dashboard is not syncing data reliably—summary tiles and drill‑down views often show mismatched agent statuses and suspended ticket counts, requiring manual refreshes to correct. Even then, the data can remain inaccurate, which suggests a refresh or caching issue specific to the new dashboard version rather than the underlying system.

Terms & ConditionsAccessibility statement