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 aredo recentsome customer signups not showingcells in my RFMCustomer segments?Repeats retention matrix appear empty or display dashes (—)?

• Cause: Real-timeThe datacohort syncmetric fromfor yourthat Pointspecific ofperiod Salehas either not yet elapsed (POS)future dates) or e-commercerecorded platform0 mayreturn stillvisits beduring processing,that ortime local session data requires updating. window.

• Resolution: OptCultureVerify uses smart caching for fast loading. Refresh your screen or allow up to 15–30 minutes for newly registered POS transactions to reflect acrossthe cohort matrices.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 dodoes somethe categoriestotal showconversion missing rank shiftspercentage in Topmy Departments?Funnel Analysis exceed 100%?

• Cause: ProductNon-sequential catalogconditions itemsor mayoverlapping lackdate mappedfilters departmentwere tagsapplied inacross your primary catalog inventory setup. steps.

• Resolution: Step 1 must always represent the broader base entry group (100%). Ensure departmentsubsequent fieldssteps are assignednested insubsets yourof sourcethe inventoryprevious systemstep's criteria so OptCulture can correctlydrop-offs calculate category shifts. logically.

Q: My customized cohort dashboard view resets every timeCan I logtarget out.customers who dropped off at a specific step in a Funnel or skipped a month in Customer Repeats?

• Cause: DashboardUsers Builderneed modificationsto wereisolate exitedinactive withoutor savingdropped-off thecustomers activefor configuration.re-engagement campaigns.

• Resolution: ClickYes. Hover over the editrelevant icon,step adjustor yourretention widgets,matrix cell, select Not visited (e.g., Cohort members who skipped this period), and click SaveCreate 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: beforeThe exiting.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.