Problem Description
The total number displayed in a Vitally dashboard widget does not match the actual number of records it represents when clicking into the widget.
Potential Reasons for the Issue
Filter Settings:
Filters applied to the dashboard widget may include specific customer, such as churned customers
Step-by-Step Solutions
Step 1: Toggle Data Visibility
Navigate to the dashboard and click into it to be taken to the table view associated with the widget
On the top right, toggle to view Churned customers
Confirm whether previously hidden records now appear and the number in the dashboard is an accumulation of subscribed and churned customers.
If you wish to exclude churned customers in your dashboard, move onto step 2
Step 2: Adjust Widget Filters
Open the affected dashboard widget
Modify the widget's filter settings:
If you wish to exclude churned opportunities, set a filter for “Churn date is not set.”
Apply the changes and verify if the widget count now matches your expectations.
FAQ
1. Why does the widget display fewer records than expected?
This is often due to churned customers not being filtered out in the dashboard.
2. Can I permanently exclude churned opportunities from my dashboard?
Yes, apply a filter to the widget to display only records where “Churn date is not set.”
3. How do I identify if filters are affecting the data displayed?
Check the widget's settings and applied filters. Compare the widget’s count with the raw data in the table view to pinpoint discrepancies.