Plans and permissions:
- Check when a report was last updated: Any role
- Check recent cases in Queues and exclusions: Admin role, or a custom role with Queue configuration set to Can configure queues
Use this article to understand how current the numbers in your reports are, and how long a change takes to show up. Most reports don’t calculate their numbers when you open them. Assembled updates them on a schedule instead, so they load quickly, and a note at the top of the report shows when the data was last updated, such as Data updated 30 minutes ago.
Which reports update on a schedule
| Report | What updates on a schedule |
|---|---|
| Forecasted vs actual and Support volume trends | Case volume, service level, and the other actuals |
| Staffing timeline | New cases and Reopened cases, when filtered by channel |
| Manage forecasts | Actual volume |
| Staffing heatmaps | Actual adherence |
| Team performance | Metrics for each team member, such as adherence, hours worked, cases solved, and handle time |
| Agent scorecard | The Metrics section |
Some views always show the latest data:
- The Real-time overview and Real-time agent analysis.
- The Activity timeline on the Agent scorecard.
- Configure > Queues and exclusions.
- The list of cases that opens when you select a value in a report.
How often reports update
Assembled updates recent data often, and older data less often:
| Data | Last 24 hours | Last 4 weeks |
|---|---|---|
| Case volume and messages | About every 15 minutes | Once a day |
| Cases solved and reopened | About every 2 hours | Once a day |
| Metrics for each team member, such as adherence, hours worked, occupancy, and their cases solved, handle time, and messages | About every 2 hours | Once a day |
So a change to data from the last 4 weeks, such as a schedule edit or late-arriving case data, shows up in reports by the next day at the latest. Data older than 4 weeks isn’t updated automatically, so reports for those dates stay the same when you look at them again later.
Changes that update older data
Some changes make Assembled recalculate the affected data, whatever its date:
- Editing agent states on the Agent scorecard updates the metrics for the time you edited. See Agent state editing.
- Changing service level targets updates service level metrics.
- Applying new queue rules to past cases, or re-syncing past data from an integration, updates the affected case metrics.
While Assembled recalculates, the report’s note adds Data recomputation is in progress. Hover over it to see the dates being updated. It can take from a few hours to a few days to finish.
To apply another change to data older than 4 weeks, such as an agent state mapping change, contact our team.
Keep in mind: Recalculating older data uses all your current settings, not only the one you changed. For example, if your queue mappings have changed since then, recalculating to apply a new agent state mapping also applies the new queue mappings to that period.
Check numbers that look out of date
- Check the note at the top of the report to see when it was last updated, and compare it with when the change or the activity happened. Use the timings above to see whether the report should include it yet.
- For case data, compare with Configure > Queues and exclusions, which shows cases as they sync. Select a queue’s recent cases to open View cases, then choose Recent cases or Search by ID.
- For team member metrics, compare with the team member’s Activity timeline, which always shows the latest states. See The Metrics section and Timeline show different adherence.
If the numbers still don’t match after the timings above, chat with our team and include the report, the filters and dates you used, and screenshots of the numbers.