Troubleshooting missing metrics (XP, time, accuracy, mastery) in SB TimeBack UI

Use this workflow when you receive reports missing or incorrect learning metrics in TimeBack Platform / TimeBack UI (XP, time, accuracy, mastery).

1. Confirm you are troubleshooting the TimeBack Platform / TimeBack UI.
   • Check the Tracking stack in the Education Tracker for the relevant campus.
   • If this campus is using the TimeBack Tracking Stack, consider whether the issue is about the standalone TimeBack app.
     1. Check the Data Collection by team sheet.
     2. Anything affected by the browser (e.g., Learning App metrics are tracked via extensions) should be escalated per the TimeBack app.
2. Metrics are "missing" because the student's app usage was not ideal.
   1. Students must be assigned to a course in TimeBack and use the links from TimeBack for metrics to track properly.
      • Note: Students using apps via a direct URL or bookmark might gain the expected metrics, but that's an edge case.
      • Tip: Reference What to do if you can’t work in a learning app. It's a different perspective on the same scenario.
      • Inform the requester that students must work on their assigned content on Timeback.
   2. Check the Unresolved Students space.
      • If you are not part of the chat, use the get_google_chat_messages skill with:
        • space_id: AAQAzZHcbIA
        • hours: 1000
      • Search for the students name in the response.
      • If there's a relevant message, follow the escalation steps in this article: Unresolved Students: Diagnosing and fixing incorrect data in learning apps.
3. Metrics are “missing” because we’re looking at the wrong timezone.
   • The TimeBack UI shows different data depending on your browser's timezone.
   • See the timezone troubleshooting notes in TimeBack Platform - Overview.
   • Re-check the same work on the next day after normalizing/emulating the student’s timezone.
4. Expected delay: the work happened, but it hasn’t been updated yet.
   • Review the “Adapters/delays” framing in the Data Collection by team sheet for known non-real-time behavior.
   • If this looks like an expected delay, reply with a “check again later” plan and tell the requester to reach back if there's still an issue after waiting.
   • Reference: How does XP work in the TimeBack platform?
5. Missing test-related XP.
   • Review results in AlphaTest and compare with the expected XP from the Data Collection by team sheet.
   • If the student is missing XP (partial or total), follow the Routing Table to find the team managing issues in AlphaTest and escalate.
6. The tooltip/breakdown already explains the discrepancy (expected behavior).
   • Use the tooltip details to identify exactly which lesson/app entry did (or didn’t) contribute.
   • If the expectation is incorrect, explain what the breakdown shows and stop here.
   • If the expectation is correct and matches what's in the UI, consider if it could have been a delay, which self-resolved between the time of the report and the moment you checked.
   • Reference: XP breakdown tooltip notes.
7. Caliper validation: query the Caliper events endpoint.
   1. Use the Postman guidance referenced in Querying Caliper Events.
   2. Be careful with pagination and confirm you are not excluding results.
   3. Summarize what you found (which subjects/lessons have events; which do not).
   4. If Caliper events are present, but missing/incorrect in TimeBack UI, escalate to the UI owners per the ALPHA Routing Table.
8. Check the learning app and confirm the student submitted trackable work.
   1. Verify completion directly in the learning app.
      • Most apps will have app-specific articles detailing how to review progress (e.g., How to review student progress in Mentava).
      • If there’s no app-specific KB coverage, try searching recent past ticket (i.e., we might have recently received information pending an article).
      • If there's no coverage or recent tickets, try your best effort considering the expectations set by the Data Collection by team sheet and XP Guide.
   2. Use recordings as supporting evidence (date/time, app, lesson name, visible completion/submission).
      • While checking recordings, consider if the app’s own behavior is broken, then follow Reporting Content or Technical Issues for Learning Apps.
      • Important: Never involve any third-party app's support team before reviewing the current guidelines in the above article.
   3. If you cannot prove the work occurred because we lack app-specific knowledge/rules for the app, but you're unsure if this was an issue, escalate to Academics per the ALPHA Routing Table.
      
9. The work is confirmed in the app, and this is not a delay, but it is still missing from Caliper.
   • For students using the old StudyReel tracking stack, which runs mainly via background processes, there's a limit to what the OS will let us do. Review current guidelines here: Known limitations of the Old StudyReel tracking stack.
   • Escalate to the team that owns the adapter/integration for that app.
   • Mapping of the team to the app is on the Data Collection by team sheet.
   • Reference: ALPHA Routing Table.
   • Ownership context: How does XP work in the TimeBack platform?
10. Last resort (rare): manual XP credit/backfill.
    • Only consider this after confirmation from the team maintaining the data (per the Data Collection by team sheet), directly stating that the XP cannot be granted through usual means.
    • Important: Manual XP credit must never be used as a replacement for proper investigation/escalation.
    • Reference: How to manually add or backfill XP in TimeBack.

Note: VocabLoco time relies on the Timeback-Adapter Chrome extension. Support must troubleshoot the extension. Issues with VocabLoco time should not be escalated to the Adapter owners.