Reporting FAQs
Call Reporting vs. Agent Reporting
What's the difference between Call Reporting and Agent Reporting?
Call Reporting tracks calls based on assigned phone numbers, while Agent Reporting tracks calls based on individual staff members. These two reporting features serve different purposes and may show different data.
How do the filters differ between these two reports?
In Call Reporting, filters are applied based on phone numbers (which might have names like "Max"). In Agent Reporting, filters are applied based on specific agents or staff members.
Why might the data not match between these reports?
Data mismatches can occur because Agent Reporting includes all calls associated with an agent (including calls to their assigned contacts), while Call Reporting only shows calls made to specific phone numbers. A call made to a contact assigned to "Max" might be handled by another agent, creating discrepancies.
How can I ensure accurate reporting when comparing these two?
Understand that these reports measure different things. When comparing them, carefully review the filters applied and the tracking criteria for each report. Verify that your configurations match your reporting goals to minimize discrepancies.
Why is the call count different between Google Ads and our CRM's Call Reporting?
The call count in Google Ads is separate from your CRM's Call Reporting. To track Google Ads calls in your CRM, set up a Number Pool and add the tracking script to your website. If calls aren't tracking correctly, check that the script is properly installed. For setup instructions, refer to our call tracking guide.
Data Mismatch for Different Users
Why do different users see different data?
Data mismatches between users can happen for several reasons, including timezone differences.
How do timezone differences affect data?
Timezone differences can impact how time-sensitive events (like call logs) are recorded and displayed. Actions taken in different timezones may appear on different dates when viewed by users in various locations.
Revenue on Reports and Dashboards
Why does Facebook Ad Reporting revenue differ from Opportunity data?
Facebook Ad Reporting shows revenue from your CRM's Opportunity data, not directly from Facebook. To sync this data, you need to configure specific workflows for Facebook conversion integration. The same applies to Sales and Leads counts. For setup instructions, see our Facebook Conversion API guide.
How is revenue calculated on the location dashboard?
The location dashboard shows the total monetary value of WON opportunities, not actual payments received. This revenue is opportunity-based and not connected to your payment system.
Google Ads Tracking and Reporting
Why is the Lead count showing as 0?
If your Lead count shows zero, check that your tracking setup is correct and that leads are being properly recorded in your CRM from your Google Ads campaigns.
Why is my Sales count showing as 0?
A zero Sales count typically indicates that sales conversions aren't being tracked from your Google Ads. Verify your conversion tracking setup and ensure sales are being recorded in your CRM.
Why does the Sales count change for the same date range?
Sales counts may update as new data comes in or as conversions are attributed to different dates based on when they occurred or were recorded.
Why isn't Google Conversion working?
If Google conversions aren't tracking, check your implementation details, including tags, triggers, and any recent changes to your website or tracking setup.
Facebook Ad Reporting
Why is my Sales count showing as 0?
Similar to Google Ads, a zero Sales count in Facebook reporting usually means conversions aren't being tracked properly from your ads to your CRM.
Why does the Sales count change for old date ranges?
Sales data can update retrospectively as new information is processed or attribution models adjust how conversions are counted.
Why are contacts repeating in Campaign, Ad, and Ad Group reports?
Contact repetition can occur when the same contact interacts with multiple ads or campaigns, or when tracking attributes interactions at different levels of your ad structure.
Email Stats via SMTP Integration
What email events are tracked with SMTP integration?
When using SMTP integration, the system tracks specific email events sent through this method.
Why don't we track events like delivered or unsubscribed via SMTP?
Certain email events may not be available through SMTP integration due to limitations in how SMTP handles tracking compared to dedicated email marketing platforms.
How does the system handle missing email events?
The tracking system works with the events available through the integration method used. Some events may not be captured if the integration doesn't support them.
Why do opened and delivered counts sometimes appear the same?
In some SMTP configurations, opened and delivered counts might appear identical due to how these events are tracked and reported through the integration.
Passing Parameter-Value Pairs with GA4 Events via Workflows
How can I pass Parameter:Value pairs with GA4 Events from workflows?
You can configure workflows to send specific parameter-value pairs along with GA4 events for enhanced tracking.
What is Event Value in GA4?
Event Value in GA4 is a metric that quantifies the value associated with a specific event, helping measure the importance or monetary value of user actions.
General Reporting Questions
Why can't users see data on dashboard widgets?
If users can't see data on dashboard widgets, check their permissions, the date range settings, and whether the widgets are configured to display the correct data sources.