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Why Is a Record Missing from My Report?

When a job, quote, or customer you expected does not appear in a report, the cause is almost always one of four things: the date range, a status rule, branch scope, or a timezone boundary. Work through them in that order.

Is the record inside the date range?​

Report date ranges include both the start date and the end date, as full days. A range of March 1 to March 7 covers everything from midnight at the start of March 1 through the end of March 7. You do not need to add an extra day to catch end-of-day records.

Two details still trip people up:

  • The day boundary is your company's timezone, not your computer's. The server draws the line at midnight in the timezone set on your branch. If your PC is set to a different timezone, a record can appear to sit on the "wrong" day even though the report is consistent. Changing your computer's clock or timezone will not move it.
  • Reports match records on different dates. Sales KPIs matches leads and quotes by the date they were created, and bookings by the date the sale was recorded. Job reports match jobs by their scheduled job date. A quote created March 31 that booked April 2 shows as a March lead and an April sale.

Is the record's status included?​

Most reports include only certain job statuses. A job that was cancelled, bumped, moved, locked out, or skipped simply does not exist for many reports — it is not hidden by a filter you can clear.

ReportJob statuses included
Revenue Production PlanningClosed and Pending only
Consistency ReportClosed and Pending only (trainee and extra crew time entries also excluded)
Team MileageClosed, Pending, and Lock Out
Cancelled Customers (tenure)Closed jobs only
Master ScheduleFuture Pending jobs only
Dispatch BoardAll — cancelled jobs appear in their own bucket

So a cancelled job will never show in Revenue Production Planning, but it will show on the Dispatch Board. If you need to see cancelled work, use a surface that reports it directly, such as the Dispatch Board or the Cancelled Customers report.

Zero-dollar records are not excluded. No report drops a job or sale for having a $0 amount. A free job still counts as a job; a $0 booking still counts as a sale. If a record is missing, the reason is its status, date, or branch — never its dollar value.

Check the on-screen filters too. Sales KPIs has filters for sales rep, lead source, quote status, frequency, and more; a filter badge on the toolbar shows how many are active. Reports with saved grid views (like Revenue Production Planning) may open in a view that pre-filters by skill set or tag — switch to the All Data view to rule that out.

Is the record in a different branch?​

Most reports show only the branch you are signed into. This is automatic and applies to every query — there is no setting to turn it off. If a job belongs to another branch, it will not appear until you switch to that branch using the branch switcher.

A few reports can show more than one branch, but only branches you have access to:

  • Sales KPIs loads every branch you can access and gives you a Company filter to narrow down.
  • Revenue Production Planning and Stats by Week default to your active branch, and their branch filter is the opt-in for viewing other branches.
  • Job Count by Date & Status always reports across every branch you can reach.

If you ask one of these reports for a branch outside your access, you get an access-denied message — not a silently empty report. Reports like Employee Stats, Team Mileage, and the Consistency Report are always single-branch; no filter can widen them.

Why does a record show on the next day, or a one-day report include the next day's records?​

If a late-evening lead or record shows on the next day in Sales KPIs, or a one-day report or export contains next-day records, here is what is happening.

The day boundary belongs to the server, not to you. Report days run midnight to midnight in each branch's own time zone. Matching your computer's timezone to the company's, restarting, or re-downloading will not change the result, because the boundary is calculated on the server when the report runs.

Two situations can genuinely put next-day records into a one-day window:

  1. Your selection spans time zones. Sales KPIs buckets each branch's records by that branch's own time zone and combines the totals. A late-evening record from a branch behind yours is already your next day, but it lands on its own branch's date.
  2. Daylight saving transitions. The report window is a fixed 24 hours. On the spring-forward date the local day is only 23 hours long, so a one-day report can pick up records from the first hour of the next local day. On the fall-back date the local day is 25 hours, and the extra hour's records land in the next day's report instead. This affects two days per year.

In both cases every record appears exactly once across consecutive days — nothing is double-counted or lost. If a clean midnight-to-midnight cut for a specific day matters, run the report for a range that covers a day on each side and work from the record dates in the result.

Could the data just not be there yet?​

Two freshness effects can look like missing records:

  • Sales KPIs caches results for about one minute. A quote booked seconds ago may not appear until you click Refresh.
  • Analytics-suite pages sync on a schedule. Reports like Revenue Analytics, Job Metrics, Stats by Week, and Dispatch Summary read from a reporting database that updates roughly every four hours. A record created this morning may not reach those pages until later in the day. It will already be visible in live reports such as Sales KPIs and Revenue Production Planning.

Quick checklist​

CheckHow
Date range covers the recordWiden the range by a day on each side and look again
Status is includedCancelled/bumped/moved/skipped jobs are invisible to most reports — check the table above
Right branchSwitch branches, or use the report's Company/branch filter if it has one
No active filtersClear all filters; switch saved grid views to All Data
Data has syncedClick Refresh; for analytics pages, allow a few hours

If a record passes every check and is still missing, drill into the nearest total (many reports open a record list when you click a number) and note what you searched. That detail helps support find the cause quickly.