Why can a questionnaire potential result differ from the Talent Matrix?
Compare the questionnaire result, any authorised potential adjustment, the configured scale, the value used by the matrix, and the update time before treating the difference as an error.
Follow this troubleshooting flow
Confirm the user, evaluation cycle, potential questionnaire, and Talent Matrix view being compared.
Record the submitted questionnaire result and check whether the assessment was later reopened or changed.
Check whether an adjusted or manually reviewed potential value exists for the user and whether that action is allowed in the organisation.
Confirm which potential value the selected Talent Matrix is configured to use; do not assume it always uses the raw questionnaire result.
Review the configured potential scale, labels, thresholds, and mappings for that cycle.
Check that the performance and potential values in the matrix belong to the same cycle and are in their expected final state.
Confirm the latest update time and refresh the matrix before comparing the values again.
Which values can be involved?
Questionnaire result: the result calculated from the submitted potential questionnaire and its configured scoring.
Adjusted potential: a separately reviewed value, when the organisation's configuration and permissions allow an authorised adjustment.
Talent Matrix position: the quadrant produced from the performance and potential values and the matrix thresholds configured for the selected cycle.
Why might the values look inconsistent?
The values may use different scales, labels, or update moments. The questionnaire may have been reopened, an authorised adjustment may exist, or the matrix may be configured to use a different potential value from the one being viewed. Confirm the active configuration before deciding which value should be displayed.
What can an administrator do safely?
Verify the source values, scale, configuration, and permitted adjustment process. Do not change the questionnaire result, force a potential value, or move the user between quadrants solely to make two screens match.
When should I contact Support?
Contact Support when the source result, authorised adjustment, matrix source, scale, cycle, and update time are confirmed but the position remains inconsistent. Include the user identifier, cycle, questionnaire result, adjusted value if applicable, performance value, expected quadrant, scale, recent reopenings, and administrator profile.
Continue troubleshooting
How should an administrator interpret the Talent Matrix, quadrants, and alerts?: verify the matrix inputs, criteria, and visibility.
When are comments about potential, strengths, and development areas required?: review questionnaire-specific requirements.
How do I interpret evaluation statuses and decide the next action?: check whether the source assessment was submitted, closed, or reopened.