Objective

Open the ticket or agent details behind a Matrix metric to understand what contributes to the number.

Environment

  • You can open a Realtime page with a metric that offers a Drill in link or arrow.

Resolution

  1. Open the Matrix view you want to inspect and set its page and report filters.
  2. On a metric that offers it, select the value or its Drill in link or arrow.
  3. For ticket results, review the Brand, Channel, Group, and Status filters and the ticket rows. Use Export CSV when you need a copy of the filtered list.
    Queue-ticket drill-in example with fictional identifiers. Filters, topic hierarchy, statuses, queue times, timestamps, and result totals remain visible.
  4. For agent utilization results, use the Utilization and Timeline tabs. Search for an agent or narrow the list by Status, Brand, Channel, or Total Utilization. Open Agent Overview or Agent Timeline for more detail.
    Agent utilization drill-in with fictional names and an Aster BC brand. Group counts, status, last-seen times, utilization values, and result totals remain visible.
  5. Confirm the filters and result count before comparing this drill-in with another metric. Drill-in filters can be adjusted where the modal offers them.
Note: Check the scope

The drill-in inherits the relevant metric scope; confirm its filters before comparing it with another report.