Why am I not seeing certain users or accounts?
Accoil only reports users and accounts that have triggered a scored event, so add a broad event such as login if you want wider visibility.
Summary
Learn why new users or accounts may not immediately appear in Accoil and how active engagement influences visibility.
How this helps
Ensures users understand how engagement data builds over time and encourages adding key events for broader tracking.
Why users or accounts may not appear
In your first few days or weeks of using Accoil, you may not see all users or accounts immediately. This is because Accoil only reports on Active Users.
What is an Active User? An Active User is anyone who has triggered at least one scored event during the selected engagement period (daily, weekly, or monthly).
As users log in and perform scored events, they will begin appearing in Accoil automatically.
How to ensure better visibility
Tip: Add a Login or Viewed Home Screen event to your workspace when that action should count toward engagement and active status.
- Including these broad engagement events ensures that all users visiting your platform are accounted for.
Still missing users or accounts?
- If certain users/accounts haven't appeared after a week, consider having your Customer Success Team reach out for re-engagement.
Proactively tracking user engagement ensures a more accurate dataset and better insights into user behavior! 🚀
Missing Account Level data
Accounts are usually missing because Accoil is not receiving group calls, so check your Segment source schema, mappings, and delivery status.
Why am I not seeing Tenure for my users or accounts in Accoil?
Tenure is missing when Accoil is not receiving the createdAt trait, so check that your integration sends it at user and account level.