This article will help you understand and troubleshoot common reasons why you might observe discrepancies in your dashboard data, such as subscriber counts, trial conversions, or churn metrics. By following these guidelines, you can often self-diagnose and resolve issues, or gather the necessary information for efficient support.
Common Causes of Data Discrepancies
Discrepancies in your data can be unsettling, but they often stem from understandable reasons. Here are the most common causes:
| Cause | Description | Example |
| Data Synchronization Delays | There can be a slight delay between when an event occurs in your system (e.g., a new subscription, a cancellation), and when it is fully processed and reflected in the Cleeng dashboard. Some data might be near real-time, while other, more complex metrics are calculated in batches, leading to temporary differences. For example: - Customer Transactions refreshes every 15 minutes (see Customer Transactions Dashboard) - Other dashboards - every 6 hours (see How recent is my ChurnIQ data?) |
A subscriber starts a subscription at the time when it is 3 hours until the next full dashboard refresh: - The transaction will be visible in Customer Transactions in 15 minutes. - 3 hours later (at the next refresh) broader metrics, like MRR and other revenue metrics will be updated to reflect that new transaction. |
| Filter Misconfigurations | Incorrectly applied or misunderstood filters in your dashboard can significantly alter the data displayed, leading to perceived discrepancies. | You apply a filter for "Offer Type: Annual" but forget it's still active when looking at your overall subscriber count, leading you to believe the total is lower than expected. Or, selecting a specific date range that doesn't align with your expected data. |
| Misunderstanding Metric Definitions | Sometimes, a discrepancy arises from a slight misunderstanding of how a specific metric is defined or calculated within Cleeng analytics compared to your internal definitions. | Your internal "active subscribers" count might exclude paused subscriptions, whereas Cleeng analytics definition includes them. |
Initial Troubleshooting Steps
Before escalating an issue, please perform the following checks in your Cleeng dashboard:
1. Check Your Filters
- Carefully review all active filters (date ranges, offer types, countries, etc.) to ensure they are correctly applied and not inadvertently excluding data.
- Try resetting filters to default settings and re-applying them one by one
2. Allow for Processing Time
- If you are comparing against very recent data, please wait a few hours (or until the next processing cycle, usually overnight) to see if the data reconciles.
3. Review Metric Definitions
- For a quick check, simply hover your mouse over a metric's title in your dashboard. A tooltip will appear with a clear and concise definition right where you need it. This is the fastest way to confirm your understanding.
- If the tooltip doesn't resolve the question, re-read the definition of the specific metric in question within Cleeng's documentation to ensure your understanding aligns with the actual calculation. See our metric guides for: Core Analytics, ChurnIQ Analytics, Merchant Performance and Hi5.
4. Compare Against Multiple Reports
- If possible, cross-reference Cleeng analytics data with another internal report or raw data export to pinpoint the exact nature of the discrepancy.
What information should I collect before escalating an issue to Cleeng?
If you have completed the above troubleshooting steps and the discrepancy persists, please gather the following information before contacting Cleeng B2B Support:
- Specific Dashboard URL: The exact URL of the dashboard page showing the discrepancy.
- Exact Metric and Value: Identify the specific metric (e.g., "Active Subscribers," "Monthly Recurring Revenue”, "Churn Rate") and the value you see in the Cleeng dashboard.
- Expected Value and Source: Provide the value you are expecting to see and the source of that value (e.g., "Expected 15,000 Active Subscribers based on our CRM report from YYYY-MM-DD").
- Date and Time Range: The specific date and time range applied in the Cleeng dashboard when the discrepancy is observed.
- Applied Filters: List all filters currently applied in the given dashboard (e.g., "Offer Type: Premium," "Country: US").
- Steps Taken: Detail the troubleshooting steps you have already performed (e.g., "Checked filters, waited 24 hours, confirmed time zone").
- Screenshots: Provide screenshots of the dashboard showing the discrepancy and, if possible, screenshots of the external report you are comparing against.
Providing these details will help us investigate the issue and expedite the resolution.