Two reports, two different questions. Reading one as if it answers the other is the most common source of "why don't these numbers match" tickets.
Policy Matrix shows whether someone has ever clicked Accepted on a policy – regardless of whether they were ever required to. Compliance Matrix shows only what someone is actually required to complete, and whether they've done it. A gap between the two reports is expected, not a bug.
What each report is counting
Policy Matrix Shape: User × Home × Policy – the entire approved policy estate One row per: Home the user belongs to, not the locations they manage. Every row is backed by the same record Status reflects: Whether an acceptance was ever recorded – not whether one was required | Compliance Matrix Shape: User × Policy – only policies with an active assignment in view One row per: User in scope. A policy only becomes a column if someone in scope is actually assigned to it Status reflects: Whether a real requirement exists, and whether it's been satisfied |
Five things people misread
| 01 | Your own rows aren't affected by what you manage. Management scope only controls whose other data you can see – it has no effect on your own record. |
| 02 | Repeated rows on Policy Matrix are by design. A user shows once per home they belong to – a different concept from the locations a manager administers. It's the same acceptance data every time. |
| 03 | "Not Accepted" does not mean overdue. Policy Matrix has no concept of "required" – it shows the same status for a policy someone genuinely owes and one they were never assigned at all. |
| 04 | "Compliant" usually, not always, lines up with a full Accepted set. For a plain policy document, accepting it is typically how the requirement gets satisfied, so the two reports usually agree – but they can diverge if compliance was reached another way (e.g. a manual override). |
| 05 | "Not enrolled" means not required, not behind. That row only exists because someone else in the same view is assigned to the policy. It says nothing about this person's own obligations. |
Edge case – Not Enrolled & Accepted
Because voluntary acceptance isn't gated by assignment, someone can show Not enrolled on Compliance Matrix for a policy they've nonetheless clicked Accepted on in Policy Matrix – if other users are assigned to it and this person accepted it anyway, unprompted. Both reports are correct at once; they're just answering different questions.
Status glossary
| Status | Report | Plain meaning |
|---|---|---|
| Accepted | Policy | This person has clicked accept on this policy, at some point, for any reason. |
| Not Accepted | Policy | No acceptance on record. Says nothing about whether one was ever required. |
| Compliant | Compliance | This person was required to complete this policy, and has. |
| No enrolment / — | Compliance | This person is required to complete it, but hasn't yet. The genuine "overdue" state. |
| Not enrolled | Compliance | Not required of this person at all. The column exists only because someone else in view is assigned. |
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