Question

Zeroes for active engagement display for all data except lifetime views

  • 18 July 2023
  • 6 replies
  • 47 views
L
Rank

I switched from using a link to a button in my monthly in-app dialog engagements (a new engagement every month; latest went live at midnight last night), and now my Views, Unique Views, CTA, Completion, etc. are all displaying as zero, even though I can clearly see in the details that individuals are clicking the button.

 

Could this be because the engagement has Yes in the Draft column? I discovered that I didn’t set the button to open in a new tab. (Why anyone would want the new page to display in the same window is beyond me, but Gainsight apparently thought that would be good for the default.) Before thinking to check my view and CTA data, I started trying to fix the button, but I expected the engagement to just be paused, as in the past, while I fix it, and then start up again. Instead, it turned on this draft mode, and now I’m not sure if doing that cleared the data (even though the engagement is still Active), or if the data has been zeroes all day. I backed out of draft mode without doing anything, but the Draft column still says “Yes,” so now I’m worried. If draft mode cleared that data, why in the world would Gainsight do that? It doesn’t make sense. 

 

I welcome any help. Thanks!

Lisa

6 replies

kathleenkenny23
Userlevel 5
Badge +3

Hey Lisa! I lead the CS team here for Gainsight PX; I couldn’t find a support ticket submitted for this - can you please submit to pxsupport@gainsight.com with specific details around which Engagement you’re referencing and if you have any screenshots/videos in terms of what you’re seeing?  You can cc myself and @jnies who is Availity’s dedicated CSM for PX. 

Kat Kenny
L
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Hi Kathleen, I figured out what the problem was, but now there’s another problem. I was looking at the report that I have for these engagements, and the current one was showing zeroes because the To date was still pointed to a date in June. However, I’m unable to update it. Why does Gainsight not offer a YTD feature, where the To date always updates to the current date? I can’t even edit the dates. I couldn’t change the To date to today; it was stuck in June. Then when I tried changing it to the last six months, it won’t let me click Apply. What a buggy feature. I’m a bit surprised. This isn’t a new feature.

L
Rank

Here’s a screenshot of my inability to select any date in July. We want YTD because these are monthly engagements that run for two weeks each, and we want to be able to compare the numbers across them for the whole year up to the current date, as shown in the second screenshot of the report itself. If you have a better way to do this, I welcome the ideas. Thanks! Lisa

 

L
Rank

Hi Kathleen,

Update: So, I deleted this report and tried creating it again with the correct dates, and it still won’t allow me to set the current date in July. It goes out only to June 29, almost (but not quite) 6 months from Jan 1.

Is there some kind of limit to the date range? If so, can you please create an enhancement request for some year options, such as YTD? We should be able to run reports on an entire year’s worth of engagements, at least for the current year, and perhaps for past years, too. Certainly, YTD should be an option. 

Thanks for considering my request and situation.

Lisa

L
Rank
Userlevel 3

@LisaS this doesn’t solve the scenario you’ve identified, but if you alter the range from custom to Monthly you can at least get the entire month of June.

 

 

~ Thank you! Leah
L
Rank

Thank you for the suggestion, Leah! I appreciate your response. I was actually able to get with Gainsight PX Support (thank you, Kathleen, for paving the way), and the support rep confirmed that six months is the limit for engagement reports. He is putting in an enhancement request to engineering to consider expanding the allowed date range up to a year. Additionally, I suggested an automated, preset YTD option that would automatically adjust the “to” date to the current date every time the report is viewed.

He said they might have system performance concerns with date ranges up to a year, but I suggested perhaps throwing an error if a certain limit is reached, instructing users to use labels and other filtering to try to slim down the number of engagements involved. The error could also instruct users to archive old engagements that don’t need to be included in reports or analytics.

We’ll see if they implement these enhancement suggestions, but it’s worth a shot! 

Thank you again, 

Lisa

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