FAQ's: Understanding the Difference Between Call Reporting and Agent Reporting

Q: What is the difference between Call Reporting and Agent Reporting?

A: The Call Reporting and Agent Reporting features in our system serve different purposes. Call Reporting focuses on tracking calls based on assigned phone numbers, while Agent Reporting focuses on tracking calls based on individual agents/staff members.

Q: How do the filters differ between Call Reporting and Agent Reporting?

A: A call reporting filter is applied based on the assigned phone number, which may be named "Max." An agent reporting filter is applied based on the individual agent.

Q: Why might there be a mismatch between Call Reporting and Agent Reporting data?

A: Call Reporting and Agent Reporting data can differ due to how calls are tracked. The call count in Agent Reporting includes all contacts assigned to Max as well as any calls Max receives or makes. In Call Reporting, however, the calls made to Max's contacts may have been handled by someone else, resulting in different statistics.

Q: How can I ensure accurate reporting when comparing data from Call Reporting and Agent Reporting?

A: In order to ensure accurate reporting, it's essential to understand the differences between the two reporting methods as well as the factors that may contribute to discrepancies. Consider the specific filters applied and the criteria used for tracking calls in each system when comparing call data from Call Reporting and Agent Reporting. To minimize discrepancies, ensure that the configurations align with your intended reporting objectives.

Q: Why is the Call count different between Google Ads Platform and our Call Reporting section? 

A: The Google Ads Platform call count is not directly linked to our Call Reporting section. We do not display the Google Ads Platform call count in our reporting. Users can track calls through Google Ads by creating a number pool and adding the number pool script to the website where they want to track calls. Users may need to ensure that their number pool script is correctly implemented on their website if they have set up a number pool but do not see accurate call tracking.

Understanding Data Mismatch for Different Users

Q: Why is there a data mismatch for different users?

A: Data mismatch between different users can be attributed to a variety of factors, including time zone differences.

Q: How does time zone difference contribute to data mismatch?

A: Time zone differences can affect data recording and reporting, especially when dealing with time-sensitive events like call logs or activity timestamps. If users are located in different time zones, their actions may be recorded based on their local time. This may lead to discrepancies in data when compared across different users.

Revenue on Reports and Dashboards

Q: Why does the Revenue shown on Facebook Ad Reporting differ from Opportunity data?

A: Facebook Ad Reporting displays Revenue derived from Opportunity data, not directly from Facebook Ads. This distinction arises because the client needs to configure two workflows to integrate Facebook conversion data with our platform. The same applies to Sales and Leads.

Q: How is revenue calculated on the location dashboard?

A: On the location dashboard, revenue is displayed as a sum of the monetary value of WON opportunities, not as an actual payment. The revenue metric is tied to opportunities and not directly to the integrated payment system.

Google Ads Tracking and Reporting

Q: Why is the Lead count 0?

A: The Lead count in Google Ads is attributed to contacts whose first attribution is "Paid Search" and originated from Google ads with utm_source=adwords and gclid indicating the Google click ID. A client's setup is incorrect when tracking templates or precautionary scripts are missing. There may also be discrepancies if the actual campaign name differs from the contact's campaign name or if the campaign name exceeds 250 characters.

Q: Why is my Sales count 0 (zero)?

A: On Google Ads reporting, the Sales count reflects the number of WON Google Ad Lead opportunities. If the opportunity status is changed to anything other than WON or if the Leads count is zero, the Sales count will be zero as well. Leads count is a subset of Sales count and dynamically updates based on opportunity status changes.

Q: Why does the Sales count keep changing for the same old date range?

A: The Sales count can fluctuate if an opportunity is marked as WON on multiple occasions within the same date range. Opportunities may be excluded if their status changes since they were last counted as WON.

Q: Why is Google Conversion not working?

A: Tracking templates or precautionary scripts may not be properly added to Google Conversion, resulting in inaccurate data. Conversion failures may also occur when data sent back to Google Ads API differs from the actual data. Make sure to add the tracking and precautionary script. \

FAQ's for Facebook Ad Reporting

Q: Why is my Sales count 0 (zero)?

A: The Sales count on Facebook Ad reporting reflects the number of Facebook Lead opportunities marked as WON. This count is directly linked to the Leads count on the Facebook Ad Reporting. The Sales count will only appear if the Lead Event workflow is correctly set up. Ensure that the FB Lead Event workflow is configured properly, as outlined in this helpful article: Facebook Conversion Leads Walkthrough. If the opportunity status is changed from WON to another status, or if the Leads count is 0, the Sales count will be 0.

Q: Why does the Sales count keep changing for the same old date range?

A: Changes in opportunity statuses, particularly if an opportunity was marked as WON on multiple occasions within the same date range, can cause fluctuations in the Sales count. The count reflects the date of the last status change to WON, and opportunities may be excluded if their status changes.

Q: Contacts are repeating in Campaign, Ad, and Ad Group

A: The Facebook Ad Reporting displays Leads and Sales based on the Campaign Name, Ad Group Name, and Ad Name. To avoid contacts repeating in multiple campaigns, ensure that these names are unique. Repeated contacts may occur if the Campaign Name, Ad Group Name, or Ad Name are identical. Ensure that these names are distinct to prevent contacts from appearing multiple times.

Understanding Email Stats via SMTP Integration

Q: What events do we track for emails sent via SMTP integration?

A: For emails sent through SMTP integration, we track opened, clicked, replied, and bounce events.

Q: Why don't we receive other email events like delivered or unsubscribed via SMTP?

A: SMTP integration doesn't provide visibility into all email events, limiting us to specific actions like opens, clicks, replies, and bounces.

Q: How do we handle missing events in our tracking system?

A: To compensate for missing events, we preprocess the data when other events occur. For example, if an email is opened, we assume it was delivered as well and update the delivered count accordingly.

Q: Why does the opened and delivered count appear the same for emails sent via SMTP?

A: Due to our preprocessing approach, where opened emails are assumed to be delivered, the opened and delivered counts may appear identical. This is because we update the delivered count upon an email being opened.

Passing Parameter-Value Pairs with GA4 Events via Workflows

Q: How can we pass Parameter: Value pairs along with a GA4 Event from a workflow?

A: Currently, we do not have a direct method to pass Parameter Name and Parameter Value in a GA4 action through workflows.

Q: What is Event Value in GA4?

A: Event Value refers to a numerical value assigned to an event to signify its significance or monetary worth. This value allows for quantifying specific interactions, aiding in the analysis of their impact on business objectives.

General

Why Can't Users See Data on Dashboard Widgets?

Check Permissions: Ensure that the required permissions are enabled for the respective user profile. For example, permissions for contacts should be enabled to view contact-related widgets on the dashboard.

Assigned User Settings: If the "ONLY ASSIGNED USER" option is enabled in settings, users will only see data and metrics linked or assigned to them. Ensure that users have the appropriate assignments configured to access the desired data.

Verify Date Range: Make sure the date range is correctly set on the dashboard. For example, if you are validating data shown on the contacts page and dashboard, ensure that both pages have the same date range added for correct and synchronized data display. Double-checking the date range alignment can help ensure accurate data representation across widgets.