Troubleshooting

Frequently Asked Questions

Why Is a Tile Marked Unavailable?

An agent could not report for the window you chose, and the tile shows a short reason. The rest of the rollup is not affected. If you do not use that agent, ignore it. If you expected it to be reporting, contact support@agenteous.com with the agent's name and the reason shown.

Does Marketing Analytics Show a Change From the Previous Period?

No. Each rollup covers only the window you choose. To compare two periods, pull two rollups and read them side by side.

What Does Ship Rate Measure?

For Marketing Content, ship rate is the share of posts that were published, out of all posts that were not rejected. A rejected post is left out because rejecting it was a decision not to publish. A post stuck in draft, review, or approved counts as not shipped, so a low ship rate points to a bottleneck.

What Is the Attach Rate?

For Marketing Designer, it is the share of usable generated images that were attached to something. A low rate means images were made but not used yet.

What Are the Auto-Approve Rate and the Median Brand Score?

These come from Marketing Brand Guard. The auto-approve rate is the share of audits that ended in Auto-Approve. The median brand score is the middle score across recent audits in the window. Brand Guard only records audits when something asks it for one, and brand checking is Off by default, so these figures can be sparse. See Brand Guard.

Why Do the Slack Card and the App Show Different Numbers?

The Slack commands and the digests cover all brands and offer only the 1, 7, 30, and 90 day windows. The app lets you pick a brand and also offers quarter to date, year to date, and all time. Pick the same brand and window in the app to match the card.

Common Issues

The Weekly or Monthly Digest Did Not Arrive

1. Digests are posted only where a Slack channel is assigned to Marketing Analytics. Ask your administrator whether one is assigned.
2. The weekly digest runs Monday at 9am local time for your install, and the monthly digest runs on the first of the month at 9am. Check that you are looking at the right day.
3. You can pull the same summary at any time with the weekly-summary command in Slack or from the Analytics Rollup screen in the app.

A Rollup Is Missing an Agent

1. Check the brand picker. If a brand is selected, the rollup covers only that brand.
2. Look for an Unavailable tile. The agent may have failed to report.
3. Widen the window. An agent that produced nothing in a short window shows a zero.
4. If it persists, contact support@agenteous.com.

A Number Looks Wrong

1. Check the window. The default is 7 days, and the 1, 7, 30, and 90 day windows are rolling, counted back from now. Quarter to date and year to date start at the beginning of the calendar period.
2. Check the brand. Figures are scoped to the selected brand, or to all brands when none is selected.
3. Counts reflect the current state of each item. A post that was unpublished since it went out is counted by its current status.
4. Open the tile for the agent in question and read the table of figures behind the headline number.

The Slack Command Posted Nothing

1. Run the command in a channel your Slack workspace allows it in.
2. Try again after a few seconds. The card posts to the channel where you ran the command.
3. If nothing appears, use the Analytics Rollup screen in the app and contact support@agenteous.com.