Summary or Matrix Report Grand Total appears to be incorrect
|Knowledge Article Number||000240515|
|Description||In a Summary or Matrix report, the Grand Total may appear sometimes to be incorrect, because when the numbers are added from each grouping, they don't necessarily match the displayed total. The total is actually correct for the individual grouping. The appearance of inaccuracy is due to Smart Totaling, whereby duplicate records are only counted once in each grouping. This can result in what appears to be a count discrepancy.
This can be a bit confusing so I will use an example to illustrate the scenario.
As we can see, there are 6 total Cases that we are reporting. Of those 6 Cases, we are working with 4 unique Case Contacts. These are the totals displayed in the Grand Total in the lower right.
Let's look closer at the individual horizontal groupings:
Fred Astaire has 3 cases with 3 unique Case Contacts.
Ginger Rogers has 2 cases with 1 unique Case Contact.
Jason Wright has 1 case with 1 unique Case Contact.
This would seem to give us 6 Cases with 5 unique Case Contacts - which does not match the Grand Total. However, upon closer inspection, we see that the Contact on Jason Wright's Case, Amanda Johnston, also had a case with Fred Astaire, so that brings us back to the correctly displayed Grand Total of 6 cases with 4 unique Case Contacts.
Now let's look at the individual vertical groupings:
On 8/17/15, there were 2 Cases opened with 2 unique Case contacts.
On 10/1/2015, there was 1 case opened with 1 unique Case Contact.
On 6/30/2016, there was 1 case opened with 1 unique Case Contact.
On 7/11/2016, there were 2 cases opened with 1 unique Case Contact.
This would seem to give us 6 Cases with 5 unique Case Contacts - which does not match the Grand Total. When we look closer, we see that Amanda Johnston opened a Case on 10/1/2015 and another Case on 6/30/1026. This brings us back to the correctly displayed Grand Total of 6 Cases with 4 unique Case Contacts.
What happens when we add a Cumulative Line Chart to this report?
We have our Case Owners along the X-Axis and the sum of the unique Case Contacts on the Y-Axis. Beginning at the left, Fred Astaire has 3 unique Case Contacts. We add in the 1 unique Case Contact that Ginger Rogers worked with, then 1 more unique Case Contact that Jason Wright assisted. This brings us to a cumulative total of 5 combinations of Case Owners with unique Case Contacts.
Note that the Case Count field used in this example is a formula field on the Contact commonly referred to as the Power of One. Please reference the article linked below for more information about the Power of One:
|Resolution||As we can see from the example above, each grouping contains a correct count of individual records, and a correct subtotal for that grouping. The Grand Total may also appear to be inaccurate when the subtotals of the groups are summed. However, on closer inspection, we discover that the Grand Total provides an accurate count of individual records displayed on the report as a whole.
The cumulative line chart also appears to be misleading, as the total displayed does not necessarily match the Grand Total at the foot of the report. What the chart displays is a total of the unique combinations of the X-Axis and the Y-Axis.