Ads Reporting Troubleshooting Guide & FAQs

Updated 

1 year ago

In this article we'll go through common troubleshooting guides and Ads reporting FAQs.

Comparing data with native and experiencing a mismatch? 

  • Please ensure that the Date Range & Account Time Zone you have selected in native and Sprinklr are the same. Click for the pictorial reference.  

  • Please ensure that the Reporting Dashboard and Reporting Widgets do not have conflicting filters.

  • Please ensure that the Campaigns/Ad Sets/Ads selected in native and Sprinklr are the same.

  • Please make sure that the Ad Account for which you are checking the data is not deactivated. Click for the pictorial reference.

  • Please ensure that you are comparing the correct metrics.

    • For example, the Sprinklr metrics "Facebook Post Engagement" and "Engagements" are defined in different ways and so return different numbers.

    • Single-channel metrics will have the channel name at the start, i.e. "LinkedIn Video Views"

    • Others, such as "Spent", "Clicks" & "Impressions" are global and so don't include a channel name

    • Each metric will have the channels it supports listed in icons after the name

    • For Twitter / X, there are separate metrics for account / campaign / ad set and ad / post level reporting (see below)

    • For Facebook & Pinterest, check you have the correct attribution windows (see below)

    • Instagram reporting is done with Facebook metrics.

    • Please contact your Success Manager if you are unsure

  • If the issue persists, please go to the Account Sync screen and Re-Sync data for your Ad Account. If the issue is still there, we suggest you please reach out to Sprinklr support at tickets@sprinklr.com.

Facing issues with Twitter / X Reporting?

Is your X data reading 0?

  • Please use post-level metrics, such as X Post Engagements, X Post Spent, etc. while using Ad Variant, Ad Name, or Ad Post as a dimension for X to receive correct data.

  • Reporting for the X Pre-roll objective at the ad level is also supported.

  • Spent works for Campaign and Ad Set level dimensions whereas X Post Spent should be used for any Ad level dimension. Click for the pictorial reference.

  • In order to report on X Reach, the metric "Paid Initiative Lifetime Reach" should be used on the Paid Initiative level and data will be fetched from the whitelisted X ad accounts only. Please note that reporting on X Reach at the Ad level is not supported due to API limitations.

Top-level data doesn't match the sum of all individual line items for X Followers campaign?

When advertisers run Followers campaigns, the account can be displayed using Tweets (in the timeline), or it can be shown without a Tweet in the 'Who to follow' sidebar.

In X Ads Manager, there are no spaces to show non-Tweet display locations, so the sum of the campaign or ad group level spend can appear to be higher than the ad level spend, as ad level spend only counts spend (and impressions, etc.) on Tweets. Any 'missing' impressions or spend were served to users on the platform in the 'Who to follow' location. (Source)

Issues while using Unique Metrics (Reach, Frequency, etc)?

  • Ad Lifetime Reach is a Facebook-specific metric and is not supported for X Posts.

  • For reporting X Reach, the metric to be used is Paid Initiative Lifetime Reach which needs to be used on the Paid Initiative and not on the Ad level. Click for the pictorial reference.

  • If you want to report on Facebook Reach, please refer to the Identify Correct Reach Metric For Your Use Case.

Not able to find a Campaign / Ad Set / Ad Variant?

  • Please ensure that the account to which the ad entity belongs is not deactivated and you have access to the ad account.

  • Please ensure that you do not miss out on tagging an ad entity.

Facing issues with Instagram Reporting?

  • If you are trying to report on Instagram data, please use Facebook metrics and the channel filter as Instagram. Facebook API shares combined data for both channels.

  • The breakdown of Instagram data is not available via API. Thus, dimensions like Facebook Age, Facebook Gender, etc. will not work with the channel filter as Instagram.

Facing issues with Facebook Reporting?

  • If you are trying to report on Facebook engagements, please note that Facebook Social Engagements depicts likes, comments, and shares whereas Facebook Paid Engagements includes link clicks, photo, video views, likes, comments, and shares.

  • For Dynamic Ads, you will observe the title displayed as product.brand because the posts are dynamic in nature and thus we don’t have the support via API.

  • If you are using any breakdown dimension i.e. Age, Gender, Location, etc., or Pixel metrics, you might experience a slight delay in data syncing. As the Data Sync may take time, we suggest you not worry.

  • If you are trying to report on Facebook Reactions, please note that breakdown dimensions, i.e. Age, Gender, etc. can’t be used along, as the Facebook API does not provide segmented data for reactions.

  • The default attribution window for Facebook metrics is 28 Days Post Click & 1 Day Post View. If you are using some other attribution window, we suggest you use attribution-specific metrics.

Facing issues with LinkedIn Reporting?

  • If you are using any breakdown dimension (LinkedIn Location, etc.), you might experience a slight delay in data syncing.

  • The Paid Initiative Channel Id dimension is not supported with LinkedIn reporting. If you are facing any issue, we would suggest you remove the dimension and then apply the channel filter to view data specifically for LinkedIn.

Facing issues with Pinterest Reporting?

  • In order to view reports on the different Pinterest attribution windows, you must have this capability enabled. The set of Attribution Windows will be available for Conversion measurements and the format of each attribution window combination will be <View Window in Days>: <Engagement Window in Days>: <Click Window in Days>.
    For example, Pinterest Checkout Quantity (Click Through)(1 Day View 1 Day Engagement 1 Day Click).

Note - Please work with your Success Manager to get specific attribution enabled which fits your reporting needs.

Confusion related to Sentiment Reporting?

  • The sentiment percentage is calculated at the post level. You must use the Ad Post dimension to view its reporting.

  • Here is an example of how the Sentiment Percentage is calculated – If a post has x positive comments, y negative comments, and z neutral comments, then the Positive Sentiment Percentage would be calculated as the percentage of (Positive Comments/Total Comments), i.e. 100 * (x / (x + y +z)) for that post.

  • Sentiment Metrics combines both Paid and Organic data. Use the following metrics to view Sentiment data for posts:

    • Negative Sentiment Count (Paid + Organic)

    • Neutral Sentiment Count (Paid + Organic)

    • Positive Sentiment Count (Paid + Organic)

    • Total Sentiment Count (Paid + Organic) (It aggregates the count of Positive, Negative, and Neutral sentiments)

    • Negative Sentiment Percentage

    • Neutral Sentiment Percentage

    • Positive Sentiment Percentage

  • When an Ad post is edited, sentiments across the latest and older versions of the posts are cumulatively mapped to the latest Ad post.

  • You cannot view sentiment insights for Facebook Placement Asset Customization Posts because we don't have the information linking the child posts with the Ads.

Things to Remember

  • It is not possible to configure Custom Metrics using Sentiment metrics as they can only be individually mapped to an Ad Post and cannot be combined with other metrics.

  • It is recommended to view reporting on the sentiment metrics at the Ad Post level by using Ad Post as a dimension. Aggregation at higher levels (Ad variant, Ad Set, or Paid Initiative) will not be possible.

  • It is not recommended to use the Show Total configuration while viewing sentiment across Ad posts, as the aggregation of such metrics across multiple Ad posts is not supported.

Confusion related to Post?

  • If you are confused, why some posts show {product.brand} - please note that these posts are Dynamic Ads and thus product fields are generated dynamically and we show collective reporting as supported by the Facebook API.

Still facing an issue? 

  • Please go to the Account Sync window and re-sync data for your Ad Account. Click for the pictorial reference.

Identify Correct Reach Metric For Your Use Case

Level
Use Cases
Metric to be Used
Ad Account
If you want to view the Unique Reach for the Ad Account for a specified time range.

Reach (To configure Facebook Reach, see Facebook Reach and Frequency in Ads Composer)

Ad Account with Breakdown
If you want to view the Unique Reach for the Ad Account for a specified time range with a breakdown on age/gender etc.
Reach (with breakdown mentioned in the configuration)
Paid Initiative
If you want to view the Unique Reach for Paid Initiatives individually.
Paid Initiative Lifetime Reach (With ad account filter and Paid Initiative as a dimension)
Ad Set
If you want to view the Unique Reach for Ad sets individually.
Ad Set Lifetime Reach (With ad account filter and Ad Set as a dimension)
Ad Variant
If you want to view the Unique Reach for Ad Variants individually.
Ad Lifetime Reach (With ad account filter and Ad Variant as a dimension)

Note

  • There is no Facebook API providing data for Unique Metrics for further combinations (Example, Ad Account +Group of Paid Initiatives +Time Range) except the aforementioned list.

  • Directly summing up any of the Reach metrics is not recommended. Please select a metric based on the level you wish to view the data and use it accordingly.

FAQs

​

Find the answers to all your queries regarding Ads Reporting in Sprinklr.

You can view and manage your custom and shared ads reporting dashboards using the Dashboard Manager. You can also group dashboards by tags, type, or owner and perform actions like delete, edit, clone, and share on multiple dashboards simultaneously.

When an ad account is added to Sprinklr, Ads reporting initially pulls past 7 days within a few minutes, and within 7 days, it pulls all historical data of that ad account.

When using Account Currency on the dashboard filter, it is advisable to use campaigns/ads of the same currency if performing sum/average, etc., as it will not give correct data if accounts are using different currencies. Eg, adding a campaign of $10 and £10 will show 20 if the account currency filter is used, which is incorrect.

Let us say you are analyzing the data date-wise. For each date, the data will be reflected after using the exchange rate for that particular date. Eg, On 30th June, if you are checking the spend of 1st June, the spend value would be converted based on the exchange rate of 1st June.

Yes, you can pull the number of inbound promoted post comments received through Ads Reporting by using the Facebook Post Comments metric and filtering channel as Instagram.

Yes, you can filter only promoted content by using Is Sponsored as True filter under the widget. You can also see Flag Sponsored Posts in Reporting Insights for more information on filtering through specific post types in Ads Reporting.

While applying a metric filter to your widget, there must be metrics available within the widget or the filter won't work. However, this is not required for dimensions while applying a dimension filter to your widget.

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