# How To Drill Into Matrix

## 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.
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.
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.

> Canonical page: https://zenops.cx/help/articles/open-the-tickets-or-agents-behind-a-metric/
> Audience: For managers and team leads
> Summary: Open ticket or agent details behind a Matrix metric and check the scope of its drill-in.

## Notes on this article

### Note: Check the scope

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

## Visual references

- Queue-ticket drill-in example with fictional identifiers. Filters, topic hierarchy, statuses, queue times, timestamps, and result totals remain visible.: [Queue-ticket drill-in with fictional Aster CL brand, South Support group, synthetic ticket IDs and topic labels, with filters, statuses, queue times, timestamps, and result count visible.](https://zenops.cx/help/assets/realtime-matrix-ticket-drill-in-anonymized.png)
- 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.: [Agent Utilization drill-in with fictional names and example.com email addresses, showing group counts, status, last-seen times, availability, utilization, filters, and Export CSV.](https://zenops.cx/help/assets/realtime-matrix-agent-drill-in-anonymized.png)