Dashboards showing stale data after the nightly refresh

Hi team, This morning the Customer Service dashboards are showing yesterday's order and complaint figures. The nightly refresh doesn't seem to have completed, and the pages that should show overnight orders are out of date. Our customer service leads start their shift at 08:00 and they've already asked me why the queue numbers don't match what they see in the order system. I've tried refreshing the browser and logging out and back in, but the figures don't change. Can you tell me whether this is on your side and roughly when it will be fixed? I need to give the team something to work with before the morning huddle. Thanks, Leanne

Hi Leanne, Thanks for flagging this so quickly. I can see the nightly refresh for your workspace did not complete last night, which is why the dashboards are still showing data from before the refresh window. This looks like a wider platform issue, and our platform team is already looking at it, so you are not the only account affected. In the meantime, the order records themselves are still being captured as they come in. It is only the summary pages that are behind. If your leads need a current figure for a specific brand or line, the search in B-Viz should return the latest records directly. I will come back to you as soon as I have an update on the refresh. Could you let me know whether the complaint figures are also out of date, or only the orders? Thanks, Olivia

Hi Olivia, Both orders and complaints are out of date, so it is not just one page. The search does return current orders for the brands I checked, which helps, but the team are not going to trust the dashboards until the numbers match again. Any news on timing? Which brand, which line, we need to know what to tell the plant side before they come in. Leanne

Sorry, one more thing. Credit have also noticed the invoice view is behind, so please add that to the list. Leanne

Hi Leanne, Thanks for the detail, that is helpful. The refresh has now been re-run and the orders, complaints and invoice views are catching up with the source systems. I have asked the platform team to confirm when the full set is current, and I will let you know as soon as they do. Please do not worry about raising the other items, I have added the invoice view to the same ticket so nothing is lost. Olivia

Refresh failure is part of inc_2026_07_refresh. Orders, complaints and invoice views all stale for this account. Re-run completed. Ewan has confirmed the root cause is on the ingestion side and the fix is being rolled out. Customer marked solved for now, but keep an eye on Monday's refresh and link any further reports to the incident.