Here is a list of how often data syncs into Maestro.

Tickets

  • Manual uploads of tickets - Immediately (may need to refresh Maestro)

  • Tickets (from helpdesk) - Within a few hours

  • Ticket updates (from helpdesk) - Within a few hours

  • Ticket tags (from helpdesk) - Immediately (may need to refresh Maestro)

Agents/Users

Integrations

  • Integrations - Within a few hours

    • The more tickets your helpdesk has, the longer the tickets take to sync to Maestro. It could take anywhere from 1-3 hours based on overall ticket volume.

  • Data Warehouse - Hourly

Reporting

  • Reporting - Within a few hours. Exceptions:

    • DSAT Analysis Dashboard - Every 6 hours

    • Appeals Dashboard - Every 4 hours

    • Sentiment Analysis Dashboard - Daily at 8pm ET

    • NOTE: When reporting on new tickets, it may take a few hours for the tickets to sync into Maestro, and another couple hours for them to appear in Reporting.

    • NOTE: These time frames are expected for both data updates and user/Rubric access updates

Screen Capture

  • Screen Capture - If the ticket already exists in MaestroQA, the Screen Capture recording will be added to the ticket immediately. If the ticket hasn’t yet synced into MaestroQA, the Screen Capture recording will sync at the same time as the ticket.

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