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Solving problems with missing data
Solving problems with missing data

Sometimes user performance can fail to arrive on OneUp. Here are some common steps to diagnose the problem.

Tom Moverley-Foster avatar
Written by Tom Moverley-Foster
Updated over a week ago

Overview

Missing data can be tricky to diagnose, so we've created some steps to walk through common reasons why this can happen to help you figure out the problem!

Is your integration disconnected?

Sometimes, the integrations we have configured on your OneUp platform can be disconnected - this means OneUp can no longer talk to your systems in order to get current data. If this happens, you'll usually see a banner within OneUp indicating something like this:

If that's the case, all you need to do is follow the steps in the banner, and when prompted to reconnect, enter login credentials for the system you're reconnecting. The details entered should have administrator privileges on the CRM.

Once reconnected, OneUp will automatically resume the retrieval of data from the initial point of disconnection (so it will pick up any missed data). Depending on how long the integration was disconnected for, it could take some time for your data to be up-to-date.

By default, only admin users on OneUp are able to perform this action.

Have a look on the matrix page (or dashboard)

Sometimes, your data can actually be on OneUp already! It's just not in the place you expect.

If you're viewing data in a league, mission, or slideshow and see something missing, it could be missing due to a configuration issue for that particular area of the platform. For anything data related, the matrix is the source of truth for stats on OneUp.

To complete the next step, you may need admin permissions on OneUp, depending on your current permissions structure.

To check your data is present on the platform:

  1. From the navigation bar at the top of the site, go to Analyse > Matrix.

  2. Once here, using the metric selection box, choose the metric you think the data is missing in.

  3. Using the date picker, select the time period you expect to see that data in.

If you've found your data there, then good news! It's on OneUp, and the problem is likely something to do with the slide/league/mission etc. that you're trying to see the data in.

If you need further assistance figuring this out, get in touch with our support team using the in-app chat, or by emailing support@oneupsales.co.uk, providing details on the record missing, and where it's missing from.

If you haven't found your data here, move on to the next section.

Check the data on your CRM

Each metric you have on OneUp is configured using a particular set of filters (called rules). These rules determine what kind of data can go into a metric, and also any special criteria for that data.

For example, one metric could track permanent revenue, and another could track contract revenue. These metrics both look at placement-type data, but each metric has criteria to only include placements where the type is either 'Permanent' or 'Contract' so that this information isn't duplicated across metrics.

Because incoming data from your systems has to match these specific rules, if it doesn't, this can lead to your data not appearing on OneUp. Some common things to check are:

  • Does the data have the correct user assigned to it? For example, is the job owner/candidate owner/commission area filled in correctly?

  • Does the record on your system have the correct dates assigned to it? For metrics where a particular date is considered (e.g. a meeting's scheduled date, or a placement's start date), is this entered correctly?

  • In the case of placement data, are all the necessary revenue based fields filled in properly on your system? Typically, for permanent placements, the fee needs to be present, and for contract placements, the pay and charge rate need to be included, and in some cases, the hours/days per week worked too.

If you're not sure on the criteria your metrics use to filter your data, you can:

  • refer to your onboarding document, received during the setup of OneUp,

  • get in touch with your account manager,

  • or contact our support team to find out more.

Check how much time has passed

The majority of OneUp's integrations will fetch data from your systems every 5 minutes. There are some exceptions to this:

  • If you have a Profile or Chameleon-i integration, OneUp does not fetch (ask for) data - instead, these systems 'push' your data to us automatically,

  • CSV based integrations (such as a 3CX or custom VoIP integration) will send data in a cadence configured by you within the system's automated report area (if they are automated). This can be up to every 5 minutes.

If you just submitted your data on your system and were hoping to see it on OneUp straight away, you may need to wait up to 10 minutes for this information to appear - 5 minutes for your CRM to process it, then another 5 for OneUp to receive and process it.

If your data still isn't on the platform in this time, then reach out to our support team using the next section.

If in doubt, get in touch

If you've been through the rest of the steps and are still unsure why your/your team's data hasn't arrived on OneUp, it's best to get in touch and ask us!

The OneUp team can investigate what's happened and either inform you on how to fix the issue yourself, alter how a metric behaves, or fix a problem with your integration in order to get the data onto the platform.

To begin the investigation, we'd require an example of the missing data first. The best information you can provide is:

  • The metric(s) the data should appear in,

  • Any relevant information on a specific record (e.g. an associated ID, or name on your CRM),

  • The user who logged the data on the system,

  • The timeframe you're looking over for the missing data.

The support team can make use of this information to quickly look up any records we've received and diagnose the problem!

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