My numbers look wrong — troubleshooting data issues

Before assuming a number is broken, rule out the most common causes. First, check the date range on your dashboard — a figure can look low simply because you're viewing a shorter period than you expected, or because the range spans an incomplete day, week, or month. Second, check any filters that are applied (such as branch, team, product, or status), since a filter left on from earlier can quietly exclude data and make totals look wrong.

It also helps to know that your dashboards in Amazon Quick Suite read from your dedicated Intellova database, which is refreshed on a schedule rather than instantly. If you've just made a change in a connected tool — for example, raised an invoice in your accounting system or closed a support ticket — that change may not appear until the next refresh. Give it a little time and reload the dashboard before treating the number as incorrect.

When a specific figure looks off, the quickest way to diagnose it is to compare it against the original tool it came from. To do this: 1) pick a clear, narrow example — for instance, total sales for one day or the number of open tickets for one team; 2) note the exact number shown in Intellova, including the date range and any filters; and 3) open the source system (your CRM, accounting, rostering, or support tool) and find the same figure for the same period.

If the two numbers match, the data is flowing correctly and the issue is likely a filter, date range, or definition difference on the dashboard — for example, a report counting paid invoices while you expected it to count all invoices. If the numbers don't match, note the gap precisely. A consistent difference (the same records missing each time) usually points to a sync or mapping issue in how that source connects, which is something our team manages and can investigate for you.

Because Intellova handles your source connections as a managed setup, you don't maintain the integrations yourself — but connections can still occasionally drop, for example if a password changes or a third-party tool revokes access. When this happens, the affected numbers tend to stop moving or plateau at an old value rather than show obviously wrong figures, so it's worth checking whether a metric simply hasn't changed when you'd expect it to.

It's also helpful to know that if a save fails on our side, the system still sends an email notification so a record isn't silently lost — so keep an eye on those alerts, as they can explain a missing entry. Your data is stored in a dedicated database hosted on AWS in Australia, and reconnecting a source or replaying missed data is handled by our team rather than something you action yourself.

If you've checked the date range and filters, compared against the source, and the numbers still don't line up, contact Intellova support. The more specific your example, the faster we can resolve it.

When you get in touch, please include: 1) the dashboard or report name and the exact metric; 2) the date range and any filters applied; 3) the number Intellova shows versus the number in the source system, for the same period; and 4) the name of the source tool involved. With those details we can trace the figure back through your database, check the relevant connection, and either correct the data or explain the difference.