If your integration stops sending data to Assembled, you may notice gaps in reporting — for example, missing volume or adherence numbers for a specific date range. This article explains why that happens, what your options are for the missing period, and how to check your integration's sync status.
Why did my integration stop syncing?
Most integrations push data to Assembled on an ongoing basis. If the connection is interrupted — because of a change on the integration's side, a reconfiguration, or an account change — new data stops arriving until the sync resumes.
Can I backfill missing data after a sync issue?
No. Assembled doesn't currently support a historical backfill of agent states or adherence data for integration syncs. Once a sync gap has occurred, we can't retroactively pull the missing period from the source system.
Important: if a sync gap affects your reporting, choose one of the following for the missing period:
- Manually correct the missing data yourself for the affected date range.
- Contact us to exclude that specific period from your metrics so it doesn't skew reporting.
Contact support@assembled.com with the exact date range affected, and let us know which option you'd prefer.
How do I check my integration's sync status?
Go to Configure > Third-Party Integrations to see the current sync status for each connected integration. A green indicator means the sync is healthy. A red or failed indicator means the connection needs attention.
What should I do if I notice a sync gap?
Contact support and include the following details so we can investigate quickly:
- When you first noticed the missing data.
- Whether anything changed recently on your end or on the integration's side, such as a migration, reconfiguration, or account change.
- What Configure > Third-Party Integrations shows for that integration's sync status.
Note: we'll confirm sync health with the integration provider and follow up with next steps.
What if only some data is missing?
A sync can stop for one data type while the others keep flowing. For example, after Salesforce re-authorizes, the Messaging sync can stop while cases and agent states keep syncing, so the first sign is missing chat or messaging volume in your queue. Metrics that disappear from Team Performance, such as cases solved, usually have the same cause.
Check Configure > Third-party integrations for the data type that's missing. When you contact support, also include two or three case IDs that should have appeared.
Questions? Contact support@assembled.com and we'll be glad to help.