Numbers that disagree across screens are usually a matter of definition, time zone or refresh timing rather than wrong data. Understand those before escalating.
Check the definition
Conversation counts can use creation time or close time, which diverge across day boundaries.
- Creation vs close time
- Bot conversations included?
- Internal tests excluded?
Check time zone and range
A mismatched report time zone shifts cross-day data; align zones before comparing.
- Align report time zone
- Check range boundaries
- Watch cross-day conversations
FAQ
Exported rows differ from the dashboard?
Exports are a snapshot; conversations created afterwards make later dashboards slightly larger.
Do bot replies count in response time?
By default only human response time counts; toggle the filter to include bot handling.