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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.

Summary

Learn why Tenure may not be appearing in Accoil and how to ensure proper setup by sending the createdAt trait.

How this helps

Understanding user and account tenure is crucial for tracking long-term engagement and retention strategies. This guide helps ensure the correct setup for accurate reporting.

Why is Tenure missing?

Tenure is a key data point in Accoil, but if it's not appearing, it's likely because Accoil is not receiving acreatedAttrait from Segment at either the User or Account level. ​

Solution: Ensure that your integration is correctly sending the createdAt trait to Accoil.

How to fix it

  1. Verify your Segment settings to ensure createdAt is included in the user and account data sent to Accoil.
  2. Check Accoil's data sync to confirm that the createdAt field is correctly mapped.

Once the createdAt trait is sent, Accoil will automatically calculate and display Tenure for users and accounts. 🚀

You can learn more about how we calculate Tenure here

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.

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SummaryHow this helpsWhy is Tenure missing?How to fix it