Plans and permissions:
- Check an integration’s sync status: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations or Can view third-party integrations and related settings
In your reports, you might see gaps for a date range, such as missing volume, adherence, or agent states. Or one team member might show a general status, such as Online, where you’d expect a detailed one, such as In-call. Both usually mean an integration stopped sending some or all of its data to Assembled. New data arrives again once the sync is fixed, but Assembled can’t fill in the gap afterward.
For how integrations sync, see Third-party integrations.
Most integrations keep sending data to Assembled. If the connection is interrupted, new data stops arriving until the sync starts again. A sync can stop for every kind of data at once, or for only one kind while the others keep flowing.
Keep in mind: Assembled can’t backfill agent states or adherence for a sync gap, and status history that was missed can’t be recovered later.
For the affected dates, choose one of these:
- Correct the missing data yourself for the affected date range.
- Ask our team to exclude that period from your metrics, so it doesn’t skew your reports.
Reports are missing data for a date range
| Cause | How to tell | What to do |
|---|---|---|
| The account that connected the integration lost access, for example because it was deleted or its permissions changed | On the integration’s card in Configure > Third-party integrations, the sync rows are red, often with a 401 or 403 error. See Did the account that connected the integration lose access?
|
Reconnect the integration with an admin account on the platform. |
| One kind of data stopped syncing | Only some data is missing, such as chat or messaging volume, while the rest keeps flowing. See Has one kind of data stopped syncing? | Chat with our team, and include two or three case IDs that should have appeared. |
| Something changed on the platform, such as a migration, a reconfiguration, or an account change | Compare when the gap starts with when the change was made. With this cause, the gap starts when the change was made. | Chat with our team, and say what changed. |
Team members show a general status instead of detailed ones
| Cause | How to tell | What to do |
|---|---|---|
| One person isn’t linked to their user on the platform, or is linked to an old user | Only that person shows a general status, such as Online, instead of detailed statuses from the platform. In Manage team > People management, open their profile and check Optional IDs for the platform’s user ID. | Make sure the person is active on the platform, and that their email address there matches the one in Assembled. |
| A license, seat, or bulk user change on the platform | Many team members lost their detailed statuses on the same day. | Check the platform for recent license, seat, or bulk user changes. |
Did the account that connected the integration lose access?
The account that connected the integration can lose access to the platform, for example because it was deleted or its permissions changed.
To check whether this applies:
- Go to Configure > Third-party integrations and select Connected.
- Find the integration’s card. It has one row for each kind of data it syncs, such as Tickets sync or Agent states sync.
- Hover over any red row to see the error from the platform. With this cause, the sync rows are red, often with a
401or403error.
To fix it, reconnect the integration with an admin account on the platform.
Has one kind of data stopped syncing?
One kind of data can stop syncing while the others keep flowing, so only some data is missing. For example, after Salesforce is reauthorized, the Messaging sync can stop while cases and agent states keep syncing, so chat or messaging volume disappears from your queue. Metrics that disappear from Team performance, such as cases solved, usually have the same cause.
To check whether this applies:
- Go to Configure > Third-party integrations and select Connected.
- Find the integration’s card. It has one row for each kind of data it syncs.
- Hover over any red row to see the error from the platform. A row that’s missing for data you expect, such as messaging, also points to that sync.
To fix it, chat with our team, and include two or three case IDs that should have appeared.
What if it still doesn’t look right?
Chat with our team and include:
- The integration, and the exact date range that’s missing
- When you first noticed the missing data
- Anything that changed recently on your side or on the platform, such as a migration, a reconfiguration, or an account change
- What the integration’s card on Configure > Third-party integrations shows, with a screenshot
- Two or three case IDs that should have appeared, if volume is missing
- Whether you’d like to correct the data yourself or have the period excluded
- What you’ve already tried
Our team checks the sync with the platform and follows up with next steps.