Troubleshooting and configuration considerations

  • Updated

Optimizely Configured Commerce Analytics has several configuration options that manage how data appears in each dashboard and look. Review these options in order to ensure you are providing the best data to you and your users. If you have questions about how to best optimize these settings, contact your Customer Success Director.

Order History

  • If your ERP Order History is not being imported into Configured Commerce, we will need to schedule an export of your ERP data with your partner. Optimizely will supply a data format with the fields required for this process.
  • If you have any order statuses from Order History that you want to exclude from Configured Commerce Analytics, notify Optimizely via a Support Ticket request.

Order Channel

  • Your team should select labels to use for offline and online orders. For example, we have seen customers use the labels ERP and ISC to differentiate. You will want to choose labels that make sense for your company.
  • If you can differentiate web orders and different types of offline orders (such as EDI, Phone, Email, Fax, and so on) in your ERP, and you have that data populated into a custom property in Configured Commerce, Configured Commerce Analytics can leverage those channel names rather than just the offline and online designations for better labeling.

Online Orders

  • To clarify data for reporting and help ensure the most accurate data possible, Configured Commerce Analytics captures specific fields about how online orders were received in Configured Commerce. Configured Commerce passes these fields to Configured Commerce Analytics.

  • The fields passed to Configured Commerce Analytics are as follows:

    • OrderSource. This field indicates the source of an order. Possible values are Blank (default), Web, MobileApp, Punchout, VMI, and Other. The OrderSource field is present in both CustomerOrder (Cart) and OrderHistory tables.

    • OrderMethod. This field indicates the method by which the order was made. Possible values are Blank (default), Browser, Tablet, Mobile, API, and Other. The OrderMethod field is present in both CustomerOrder (Cart) and OrderHistory tables.

    • IsCommerceOrder. This field is a True/False value indicating whether the order originated in Configured Commerce. It will be set to True only for records representing an order that will be be fulfilled. The default value is False. The IsCommerceOrder field is present in the CustomerOrder (Cart) table.

  • Note that these fields cannot be viewed or modified in the Configured Commerce Admin Console. They exist for the sole purpose of reporting in Configured Commerce Analytics.

Customers

  • If there are customers in your Configured Commerce Order History that you want to exclude from Analytics (that is test customers), send all applicable customer numbers to your Customer Success Director.

Customer Groups

  • If you have Customer Groups defined in Configured Commerce (such as territory, verticals, and so on), identify the  fields available in Configured Commerce used to define these segments and communicate these to your Customer Success Director. Configured Commerce Analytics supports multiple segment groups up to three. If you do not have Customer Groups in Configured Commerce, filtering by Customer Groups will not be available in Configured Commerce Analytics.

Product Groups

  • If you have Product Groups defined in Configured Commerce (such as Configured Commerce taxonomy, ERP product groups, and so on), identify the fields available in Configured Commerce used to define these groupings and communicate these to your Customer Success Director. If you do not have Product Groups defined in Configured Commerce, filtering by customer segments will not be available in Configured Commerce Analytics.
Note: If you are leveraging Product Categories and have products in multiple Categories, the first category by sort order will be used, unless other criteria is provided. This needs to be a 1:1 relationship for proper reporting.

Product Disengagement Dashboard

  • The default setting to identify repeat purchase items to use in the disengagement calculation for the Product Disengagement dashboard is Per Bill To customer, 5 purchases for a single product number in the past 90 days. You can change this setting upon the launch of Configured Commerce Analytics. Optimizely recommends no more than a 180 day time frame, as this dashboard is not designed for seasonal items.
  • Configured Commerce Analytics uses these numbers to identify all products that match or exceed this pattern, and then looks at the average days between orders. From this point, Configured Commerce Analytics does another calculation that adds a threshold tolerance between orders. Finally, Configured Commerce Analytics identifies products that are outside the specified tolerance. Those customer-product combinations are identified as Possibly Disengaged  in the dashboard.