When you open an agent's scorecard, the Agent trends tile at the top and the Activity timeline below it can show different adherence numbers for the same day. This is expected, not an error with your data or your setup. This article explains why the two views differ, how long it takes for an edit to catch up, and which number to trust while you wait.
Why do Agent trends and Activity timeline show different adherence numbers?
The Activity timeline pulls live data and reflects the most current adherence calculation for that day, based on the agent's actual scheduled and worked events. The Agent trends tile, along with the Team performance report and CSV exports, pulls from cached, pre-computed metrics that refresh on a delay rather than in real time.
Because these two views run on separate refresh schedules, they will not always match for the same day, especially right after you edit a schedule, event mapping, or agent state. This is expected behavior:
Important: Editing an older event (for example, adding a training block from months ago) causes a longer sync delay than editing a recent one. Give the correction time to catch up before assuming something is broken. See the timelines below.
How long does it take for an edit to sync to Agent trends?
Sync time depends on how old the edited event is:
| Age of the edited event | Expected sync time for Agent trends, Team performance, and CSV exports |
|---|---|
| Within the last 7 days | Usually syncs within 15 to 20 minutes |
| Within the last 30 days | Can take up to 24 hours |
| 28 days or older | Requires a manual cache metrics backfill from Assembled |
The Activity timeline updates as soon as you save a change. The Agent trends tile, Team performance report, and CSV exports catch up on the timelines above, once our refresh jobs run.
Which view should I treat as accurate while I wait for a sync?
Treat the Activity timeline as the accurate number while you wait, since it reflects the agent's states in real time. The Agent trends tile, Team performance report, and CSV exports share the same cached metrics and the same refresh schedule, so if one of them looks off, expect the others to look the same way until the next refresh.
Note: Agent trends, Team performance, and CSV exports are useful for spotting trends over time. Use the Activity timeline when you need the most current number for a specific day, such as right after correcting a schedule.
What should I do if the numbers still don't match after the expected sync window?
If you've waited past the expected sync time in the table above and the numbers still don't match, contact us so we can check whether a manual cache metrics backfill is needed.
- Confirm the edit is older than the expected sync window in the table above.
- Note the agent's name and the exact date you're reviewing.
- Take screenshots of both the Agent trends tile and the Activity timeline for that date.
- Contact support with these details.
Questions? Contact support@assembled.com and we'll be glad to help.