Dashboard Data not updating immediately after Manual Review in Elevate SX

Overview

Dashboard metrics - “Total Tickets Reviewed” count is not updated immediately after performing a manual case review in Elevate SX. This delay is expected behavior as part of the current system design and data caching model.

Root Cause

The Elevate SX dashboards are powered by cached analytical data to ensure stable and high-performance visualization.
To maintain consistent performance and prevent real-time load spikes, the system aggregates and refreshes dashboard data periodically rather than instantly.

As a result:

• Dashboard metrics may take up to 12 hours to reflect the latest manual reviews or audits.

• This behaviour is aligned with backend data refresh configurations designed for end-of-day reporting accuracy.
  

Impact

• Recently audited cases may appear correctly as “Reviewed” in the case list view.

• However, the dashboard counts and audit scores might not update immediately after review completion.

• The data will automatically refresh and reflect accurate metrics during the next scheduled data sync cycle.
  
  

Recommended Actions

1. Allow for Scheduled Refresh:
   Wait for the standard data refresh window (up to 12 hours) for dashboard updates to appear.

2. Verify Audit Completion:
   Confirm that the reviewed cases show as “Audited” under the respective region or team filters.

3. Monitor Data Consistency:
   Recheck the dashboard after the refresh window to confirm that numbers and scores are now updated.

4. Contact SupportLogic Support:
   If dashboard data remains unchanged even after 12 hours, contact the SupportLogic Support team with details such as:

   • Case IDs audited

   • Audit timestamp

   • Region/team filters applied