Order logs and timelines

You need: Metrics.
Order logs answer "what happened to this order" — the question Reports cannot answer, because Reports aggregates.
The paginated list
Orders that have recorded activity, filtered by store, brand and source within your scope. Use it to find the order you care about, then open its timeline.
The timeline
The full sequence of actions recorded against one order, in order.
An order is identified by store, ticket number and source together — a ticket number alone is not unique across stores. See The order board for why.
The timeline is what answers:
Question
What to look for
Who handled this, and when?
The sequence of actions and their timestamps
Was it reassigned?
Assignment changes, and whether a person or the dispatcher made them
Why was it late?
Where the gap actually sits — kitchen, pickup, or on the road
Did someone force or cancel it?
Those actions appear here with who did them
Using it in an investigation
Get the identifiers. Store, ticket number, source.
Open the timeline. Read it end to end before forming a theory — the interesting event is often earlier than expected.
Find the gap. Look for the long pause rather than the last event.
Cross-check the dispatcher if the gap is in assignment — a Request ID from that period ties it to a specific run. See Reporting a dispatcher issue.
Metrics versus the Hub
Both show orders, for different purposes:
Metrics
Hub
Time frame
What already happened
What is happening now
Purpose
Explain
Act
Can you change anything?
No
Yes
If the order is still live and needs intervention, work in the Hub — see The order board. If it is finished and needs explaining, work here.
Related pages
Exporting data — taking this out of the console
Archived alarms — the alarm-side history
The order board — the live equivalent