FAQ and Troubleshooting

pipeline faq and troubleshooting why do the current items tab and analytics show different totals? the current items tab is a snapshot of what is active now analytics reports enrollments, transitions, responses, and resolutions during the selected date range items can move, close, or be archived after an event is counted, so the totals do not have to match check the date range, timezone, and filters before comparing reports why do overview and funnel show different numbers? they answer different questions overview summarizes events during the selected period for example, a resolution during the period can belong to an item enrolled earlier funnel follows the cohort of items enrolled during the selected period and shows how far that group progressed an older item moving stages during the period must not be counted as a newly enrolled funnel item for an item that is in the enrolled cohort, skipped intermediate stages count as reached or passed why is mttr blank? median resolution time needs at least one qualifying item that reached a won or lost stage in the selected period it can be blank when no items were resolved in the period current filters exclude the resolved items no qualifying resolution duration can be calculated for the selected cohort expand the date range and clear filters first compare the business and elapsed values to identify whether the issue is schedule related why are business and elapsed times different? business time counts only scheduled working periods elapsed time counts the customer's entire clock wait, including nights and weekends a large gap is not necessarily an error it often means work arrived outside availability hours if the difference is unexpected, confirm the account office hours and the assignee's availability which availability schedule is used? peach uses the applicable working schedule for the assigned team or agent when an assignee has no custom schedule, it falls back to the account office hours what does p90 mean? p90 is the response time that 90% of measured cases met or beat the slowest 10% took longer for example, a p90 of 30 minutes means 9 out of 10 measured responses took no more than 30 minutes it is useful because a healthy median can hide a smaller number of very slow responses why can the median look good while p90 looks poor? the median describes the middle or typical result p90 highlights the slower end a large difference means most work was handled quickly, but a smaller group waited much longer check the per agent and per stage breakdowns to find where those delays occur how is sla compliance calculated? each open stage uses its own response target when configured; otherwise it uses the pipeline default new pipelines default to 15 minutes peach compares the first outbound response's business time with that target a response slower than the target is a breach sla compliance is the percentage of measured responses that met the target why is a stage entry still awaiting response? the item entered an open stage but has not yet received its first qualifying outbound message for that stage entry moving the item into another stage can create another stage entry with its own first response measurement won and lost stages are terminal and do not track frt why was an item marked at risk or dropped off? review the current stage's drop off settings at risk and drop off thresholds the event used as the inactivity basis the last relevant activity, outbound message, or stage entry drop off evaluation runs approximately every 15 minutes, so status changes can occur shortly after the threshold rather than at the exact minute why can't i enroll a contact again? a contact cannot have two active items in the same pipeline if the existing item is still in progress, peach returns or points to that item for repeat journeys after won, lost, or drop off, an administrator can enable allow re enrollment peach then archives the previous round and creates a new item why can't i delete a stage? move all current items out of the stage first keeping the stage while it contains items prevents records from losing their place in the workflow why does funnel count a skipped stage? funnel uses reached or passed logic if an enrolled item jumps from new directly to demo, it has progressed beyond any intermediate stages and is counted as having reached or passed them its activity history still shows the actual transition that occurred why do outbound message counts differ from item counts? the message funnel measures whatsapp template message lifecycle events, while the stage funnel measures pipeline items one item may have multiple messages, no message, or a queued message without a sent or delivery event a queued only template remains not contacted until whatsapp reports the relevant lifecycle activity why is attributed conversion value blank or zero? attributed value appears only when a qualifying goal achievement contains a value confirm that the business goal is active and recorded for the contact the goal occurred within the selected date range the goal definition stores a value and currency current pipeline filters include the contact reports containing one currency use that currency mixed currency reports convert supported values into the account currency a value whose currency cannot be converted is excluded from attributed value totals why did an automation not enroll or move an item? check that the rule is active rather than draft the trigger matches the actual event and source optional conditions are not excluding the event the contact is not already active in the pipeline the destination stage still exists for template message rules, confirm the template was sent individually broadcast sends do not emit one pipeline automation event per recipient what should i include when asking for support? provide the pipeline name or pipe … id the item id or readable item number the selected date range and timezone all active filters the report and metric that looks incorrect a screenshot and one or two example contacts avoid sharing access tokens, passwords, or other credentials