# Investigate An Unexpected Queue Or Volume Change

## Issue(s)

A queue or volume value changes sharply or disagrees with the tickets you expect.

## Environment

- You know the affected page, channel, brand, or time window.

## Cause(s)

- Page, report, status, or channel filters may have changed.
- The comparison may mix current queue values with historical averages.
- A **Zendesk** ticket or queue membership update may not yet appear in the view.

## Diagnostic

1. Record the visible filters and whether the value is real-time or historical.
2. Compare the affected channel card, **Volumes** tab, and available ticket drill-in using the same scope.
3. Inspect a few underlying tickets in **Zendesk** for channel, status, and queue membership.
4. Check freshness information and refresh the report; if still unexplained, send support the scope, time, and example tickets.

> Canonical page: https://zenops.cx/help/articles/investigate-an-unexpected-queue-or-volume-change/
> Audience: For managers and team leads
> Summary: A queue or volume value changes sharply or disagrees with the tickets you expect.

## Notes on this article

### Note: Check the scope

In diagnostic. Do not add real-time totals to historical averages; they represent different measurements.