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Troubleshooting & FAQs

Q: What is the main difference between a Segment and a Cohort in OptCulture?

A Segment is a static or dynamic group of customers defined by specific rules (e.g., Customers with > 5 purchases). A Cohort tracks how a specific group defined by a shared initial event (e.g., Sign-ups in January 2026) behaves, transitions, or retains over consecutive time periods.

Q: Why do some cells in my Customer Repeats retention matrix appear empty or display dashes (—)?

  • Cause: The cohort metric for that specific period has either not yet elapsed (future dates) or recorded 0 return visits during that time window.

  • Resolution: Verify the cohort acquisition period. For example, if analyzing an August 2026 acquisition cohort, columns like M1 (Month 1 - September 2026) will populate only after that month closes.

Q: Why does the total conversion percentage in my Funnel Analysis exceed 100%?

  • Cause: Non-sequential conditions or overlapping date filters were applied across steps.

  • Resolution: Step 1 must always represent the broader base entry group (100%). Ensure subsequent steps are nested subsets of the previous step's criteria so drop-offs calculate logically.

Q: Can I target customers who dropped off at a specific step in a Funnel or skipped a month in Customer Repeats?

  • Cause: Users need to isolate inactive or dropped-off customers for re-engagement campaigns.

  • Resolution: Yes. Hover over the relevant step or retention matrix cell, select Not visited (e.g., Cohort members who skipped this period), and click Create segment. This generates a dedicated retargeting list in your Audience manager.

Q: Why are my exported cohort CSV numbers slightly different from the live interactive dashboard?

  • Cause: The active view on screen may be filtered by a specific display window (e.g., 10 items per page), whereas the export action downloads the full underlying dataset.

  • Resolution: Use the Export button at the top right of the Preview Results panel to capture the complete, unfiltered dataset for external audit or custom reporting.

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