Data Processing Failure Reasons

When data is transferred to our platform for distribution, several results can occur. We recommend looking at completed days only (for example, on Tuesday, look at data until Monday) since the data for the ongoing day can still change.

When the row processing fails, the feedback requests are not distributed. Let’s take a look at what might have gone wrong:
Ambiguous target = the system found multiple employees in the database using the same employee reference. Each employee’s reference has to be unique.
Fix: Visit the Structure and Team section of the platform, filter the specific employee reference and adjust profiles accordingly.

Invalid data = the data row includes invalid data, such as an email without an “@” or a phone number without an international prefix.
Fix: For the next import, ensure the phone contact and/or email address has a valid format: international prefix, no spaces or special characters, upper/lower bounds, etc.

No template to use = the system couldn’t find any active template (email/SMS/social media) through which the distribution should happen.
Fix: Visit the Requesting Templates section of the platform and create/adjust templates accordingly.

Target not found = imported venue and employee reference did not match, meaning the combination does not exist.
Fix: Visit the Structure and Team part of the platform, filter the specific employee profile and adjust references accordingly.

Timeout exceeded when trying to connect = the system has failed to connect to the database, and will not process the data row again.
Fix: Get in touch with [email protected] to find out more.

Unmatched conditions = the conditions set in specific Triggers were not met.
Fix: This failure reason is usually welcomed since the conditions are created to process only relevant data rows. If you feel that the specific row matches the conditions, visit the Distribute tab to double-check the trigger setting.

Unmatched rule = a temporary status when the data row was processed through the trigger, but is waiting for the distribution.
Fix: Check the row status later or the next day.

Status “OK” means that everything went well and the feedback request reached the customer/employee successfully.