Why do reports and the Backoffice show different results?
Compare the report scope, population, filters, cycle, and data generation time before treating different totals or percentages as a data issue.
Follow this troubleshooting flow
Identify the exact report, dashboard, or Backoffice view being compared.
Confirm that both sources refer to the same evaluation cycle and period.
Check the population included in each source. A process report may include only users with a performance evaluation or potential assessment, while a final Backoffice report may cover the full configured population.
Apply the same filters for groups, teams, status, dates, and other available criteria.
Check when the data in each source was generated, not only when the page was viewed or the file was exported. Some reports are generated periodically and may reflect data from several hours earlier.
Confirm that both sources use the same definition for the result being compared, such as eligible users, submitted evaluations, completed evaluations, or shared results.
After aligning the scope and generation time, refresh both sources or create a new export and compare the totals again. If the report follows a schedule, wait for its next generation when appropriate.
Why can the numbers or percentages be different?
Different population: one report may include only users who have a specific evaluation or assessment, while another includes everyone configured for the cycle.
Different filters: a group, team, status, or date filter may be active in only one source.
Different cycle or period: similarly named cycles or periods can produce different totals.
Different result definition: submitted, completed, closed, and shared do not describe the same stage of the process.
Different generation time: one source may show live or more recent data while another report contains a snapshot generated hours earlier.
Different visibility: the administrator's profile and organisational scope may affect which users are visible in a dashboard or report.
A difference does not automatically mean that data is missing or incorrect. First confirm that both sources are measuring the same population in the same way.
Could the report contain data generated earlier?
Yes. Some reports available in the Backoffice are generated by scheduled data processes rather than calculated with live data whenever you open or export them. Their values may therefore reflect a snapshot generated several hours earlier. Some reports are generated only once per day, and the schedule can vary between reports.
Refreshing the page or creating a new export does not necessarily force the underlying data to be generated again.
Check whether the report shows a last update, generation, or reference date and time.
Compare that time with the submission, status change, or administrative update you expect to see.
If the change happened after the report was generated, check the report again after its next scheduled update before treating the difference as an error.
If no generation time or schedule is visible, record when the source data changed and when the report was checked. Support can use those details to confirm the expected update frequency.
People Intelligence example: People Intelligence data is generated by a daily ETL at 07:00, Lisbon time. A change made after that day's ETL may only appear after the next scheduled daily generation.
Which source should I use?
To monitor progress for users taking part in a specific performance or potential process: use the report or dashboard for that process and cycle.
To review the full configured population: use the relevant final Backoffice report and verify its population and filters.
To investigate one user's status: open that user's record in the selected cycle and compare it with the row included in the report.
To compare results over time: use exports created with the same cycle, population, filters, metric definition, and data generation window.
A user appears in the Backoffice but not in the report
Confirm that the user belongs to the selected cycle and period.
Check whether the report only includes users with a performance evaluation, potential assessment, or another specific process.
Review the user's eligibility and current evaluation status.
Check whether a group, team, status, or date filter excludes the user.
Confirm that your administrator profile can see the user's organisational scope.
Check whether the user became eligible or their data changed after the report's latest scheduled generation.
The same population still produces different totals
Record the exact total and percentage shown in each source.
Confirm that the numerator and denominator represent the same statuses and population.
Check the latest known generation time for each report. If a relevant change happened later, compare again after the next scheduled generation.
Refresh the Backoffice view and create a new export, remembering that this may not regenerate the underlying report data.
Compare a small sample of users and identify the first record included in one source but not the other.
Use that record to verify which rule, filter, status, or generation time explains the difference.
Do not edit user, evaluation, or eligibility data merely to make two reports match. The correct result depends on the intended scope of each report.
When should I contact Support?
Contact Support when the cycle, population, filters, result definition, visibility, and data generation time are aligned but the difference remains unexplained. Include:
The names of the two reports or views.
The evaluation cycle and period.
The filters applied to each source.
The total or percentage shown in each source.
When each report was generated, viewed, or exported, if those details are available.
When the submission, status change, or administrative update you expected to see occurred.
One example user identifier that appears differently, without sending unnecessary personal data.
Continue troubleshooting
Cycle and Period Dashboards, Reports, and Export: find the available evaluation dashboards and export actions.
How do I interpret evaluation statuses and decide the next action?: distinguish submitted, shared, closed, and reopened evaluation states.
Evaluation & Performance Module Overview: understand the main areas and reporting context of the module.