Overview
This article helps you find out why a new user is missing from reports, dashboards, TV screens, the feed or celebrations, and how to fix it.
The article is for Company Admins and other admins who manage users, reports, targets, dashboards and screens.
The most important first step is to find out where the user is missing. If the user has no reports, the cause is usually the user setup, the team assignment or the integration mapping. If the user has reports, the cause is usually a filter, target or display setting.
Who can do this?
Action | Required access |
Check users, teams and user status | Company Admin or User Admin |
Activate a pending user | Account Owner, Company Admin or User Admin |
Add licenses | Account Owner |
Check reports in Data | Company Admin or Team Admin |
Edit dashboards and widgets | Company Admin, or a role with dashboard editing access |
Set targets | Target Admin, Manager or Company Admin |
Edit screens and slides | Screen Admin or Company Admin |
Edit feed settings | Admin |
Edit activity types and popup settings | Company Admin |
Which plans include this?
The checks in this article apply to all plans. Some integration options depend on your plan and integration setup.
Requirements
Before you start, have the following ready:
The user's name and email address
The team the user should belong to
The integration or source system, if the user's data comes from an integration
The date and activity or metric of a report that should be visible, if relevant
When this matters
Use this article when a new user:
Does not appear in reports
Does not appear on a dashboard or widget
Does not appear on a TV screen or leaderboard slide
Has reports that do not appear in the feed
Has reports that do not trigger a celebration
How it works
A user must be set up correctly before data can appear. After that, each place in SalesScreen can still filter the user out.
Where the user is missing | Most common causes |
Everywhere | The user is pending, deactivated or has no team |
Data (reports) | Missing team, missing data or incorrect integration mapping |
Dashboard | Period, filters, widget configuration or missing target |
TV screen | Slide configuration, ranking positions or missing target |
Feed | Feed setup, source filter, feed threshold or privacy setting |
Celebration | Activity popup setting, screen setting, privacy setting, report date or report value |
Pending users
If there are no available licenses when a user is added, the user is added as Pending. This applies whether the user is added manually, through the API or through a CRM integration.
A pending user cannot log in until an administrator activates the user.
Data can still sync for a pending user. Pending users can appear on leaderboards and in KPIs, but they belong to a dedicated team for pending users until they are activated.
When you activate a pending user, you select the team the user should belong to. SalesScreen then moves the historical data to that team.
A pending user who is not activated within 2 weeks is deactivated by SalesScreen.
Users without a team
Every user must be assigned to a team. Users without a team cannot have activities logged to them, so they will not appear in reports, dashboards, screens or feeds.
For integrated data, the user must also belong to a SalesScreen team to be credited with activities from the source system.
Integration mapping
If data comes from an integration, the SalesScreen user must be mapped to the correct user in the source system. Missing or incorrect mapping can cause activities to be assigned to the wrong person, or not assigned at all.
If the user was mapped after the activities were recorded, historical data may need to be added manually or re-synced, depending on the integration.
How to find and fix the problem
Step 1: Check that the user is active and has a team
Click Manage in the bottom-left corner.
Under Company, click Users.
Find the user. Check the Active, Deactivated and Pending tabs.
Confirm that the user is active and assigned to the correct team.
To find all users without a team, use the filter under the Team column and select None.
If the user is pending, activate the user and select the correct team. If there are no available licenses, ask an Account Owner to add licenses.
If the user has no team, assign the user to the correct team.
Step 2: Check whether the user has reports
In the left-hand menu, under Data, click Data.
Search for the user.
Select the correct period and activity type.
If the user has reports, go to Step 5. If the user has no reports, continue with Step 3.
Step 3: Check the integration mapping
If you use an integration, confirm that:
The SalesScreen user is mapped to the correct external user.
The user's external ID matches the ID in the source system.
An old external ID has not been reused for the new user.
The source system has data for the user.
To check or add a mapping:
Click Manage in the bottom-left corner.
Under Settings, click Settings.
Open Mappings.
Click Actions › Add mapping.
Step 4: Test with a new activity
If the user is active, has a team and is mapped correctly, but still has no reports:
Ask the user to create or complete a new test activity in the source system.
Run a sync from the source system, if your integration supports it.
Check that the test activity meets the criteria set up for the integration, such as the correct status, owner or activity type.
Check whether the test activity appears in Data.
If the test activity does not appear, contact SalesScreen Support. See "What if this doesn't work?" below.
Step 5: If the user is missing from a dashboard
Check the dashboard and widget settings:
Check | What to look for |
Period | The report date must be inside the dashboard period, such as the current week, month or quarter. Also check whether the board has a Default period |
Filters | The user, team, department and metric must be included in the widget filters |
Current user filter | If the board uses Show current user's data by default, each person sees only their own results until they choose another filter |
Target | Target-based widgets require an active target for the correct metric, period and value type, for example value instead of quantity |
Step 6: If the user is missing from a TV screen
In the left-hand menu, under Other, click Screens.
Click the Slides tab.
Click the three-dots menu on the slide row and click Edit.
Check that the slide uses the correct metric or activity, period, team or department, and view level (user or team).
Check the number of ranking positions. A leaderboard that shows only the top 5 or top 10 users will not show users below those positions.
If the slide measures progress against targets, check that the user has an active target for the selected metric and period.
Step 7: If the report is missing from the feed
Check that:
The feed includes the user's team.
The relevant activity type or metric is turned on as a feed source.
The source does not exclude the user's team through a custom team filter.
The report reaches the source Threshold, if a threshold is set.
The user's privacy setting Hide From Feed is off.
To check feed sources, go to the Feed page, click the three dots in the upper-right corner, click Edit and scroll to Sources.
If the report is backdated or imported through a historical sync, see the dedicated feed troubleshooting article.
Step 8: If the report does not trigger a celebration
Check | What to confirm |
Activity setting | Show popup on screen is on for the activity. Go to Manage › Activity Types, select the activity and open the Notifications tab |
Screen setting | Show celebration popup for on the screen includes the user's team |
User privacy | Hide From Screen is off for the user |
Report date | The report was not added more than 48 hours back in time |
Report value | The report value is not 0 |
Good to know:
Backdated reports: reports added more than 48 hours back in time do not trigger celebrations on screens. This often affects historical syncs and backdated reports from integrations.
Zero-value reports: a report with a value of 0 does not trigger a celebration unless SalesScreen Support has enabled this for your account.
Future dates: if reports come from another system, the report should not have a future date. SalesScreen expects real-time reports to use the time they are received.
Expected result
When everything is set up correctly:
The user is active and assigned to the correct team.
The user's reports appear in Data.
The user appears on dashboards and screens where the period, filters and targets include the user.
New reports appear in the feed when the feed includes the user's team, the source and a value that reaches the threshold.
New reports trigger celebrations when the activity, screen, privacy and report settings allow it.
Technical details
3.2.1 Data, fields or objects
Field or object | Description |
User status | Active, Deactivated or Pending |
Pending user | A user added without an available license. Cannot log in until activated |
Team | The team the user belongs to. Required for activities to be logged to the user |
External ID | Links the SalesScreen user to the user in the source system |
Mapping | Connects a SalesScreen user to an external integration user |
Report | A registered activity, sale or other result for a user |
Target | A goal for a metric and period. Required for target-based widgets and slides |
Hide From Feed | Privacy setting that stops the user's activity from showing in the feed |
Hide From Screen | Privacy setting that stops the user's activity from popping up on screens |
Show popup on screen | Activity setting that decides whether reports trigger a popup on screens |
Show celebration popup for | Screen setting that decides which teams' celebrations appear on that screen |
3.2.2 Configuration parameters
Setting | Where to configure it | Notes |
User status and team | Manage › Users | Check the Active, Deactivated and Pending tabs |
Pending users | Manage › Users › Pending | Activate pending users when licenses are available |
Licenses | Subscription Management | Only Account Owners can order licenses |
Integration mapping | Manage › Settings › Mappings | Maps the SalesScreen user to the external user |
Reports | Left-hand menu › Data › Data | Use this to check whether the user has report data |
Dashboard period and filters | Board and widget settings | Includes Default period and Show current user's data by default |
Slide configuration | Screens › Slides › three-dots › Edit | Metric, period, team, view level and ranking positions |
Feed sources and threshold | Feed › three dots › Edit › Sources | Decides which reports create feed posts |
User privacy | User profile › Privacy | Hide From Feed and Hide From Screen |
Show popup on screen | Manage › Activity Types › activity › Notifications | Turns screen popups on or off per activity |
Show celebration popup for | Screens › Screens tab › select the screen | Decides which teams' celebrations appear on that screen |
3.2.3 Limits and behaviour
Area | Behaviour |
Pending users | Cannot log in. Can be activated when there are enough licenses |
Pending user data | Syncs while the user is pending and is moved to the selected team when the user is activated |
Pending user limit | Deactivated by SalesScreen if not activated within 2 weeks |
Users without a team | Cannot have activities logged to them |
Integration mapping | Required for integrated activities to be credited to the correct SalesScreen user |
Mapping after activities were recorded | Historical data may need manual entry or a re-sync, depending on the integration |
Backdated reports and celebrations | Reports added more than 48 hours back in time do not trigger screen celebrations |
Zero-value reports | Do not trigger celebrations unless enabled by SalesScreen Support |
Feed visibility | Depends on feed sources, team filters, thresholds and user privacy |
Leaderboard slides | Only show the configured number of ranking positions |
Target-based widgets and slides | Require an active target for the selected metric and period |
3.2.4 Error codes and typical issues
Symptom | Likely cause | How to fix it |
The user cannot log in | The user is pending because there were no available licenses | Activate the user and select a team. Ask an Account Owner to add licenses if needed |
The user is missing everywhere | The user is deactivated, pending or has no team | Check the user's status and team |
The user has no reports | Missing team, missing data or incorrect integration mapping | Check the team, mapping and external ID, then test with a new activity |
Old activities are missing after the user was mapped | The activities were recorded before the mapping | Contact Support about re-sync options, or add historical reports manually |
The user has reports but is missing from a dashboard | Period, filter or missing target | Check the dashboard period, widget filters and the user's target |
The user has reports but is missing from a TV screen | Slide configuration, ranking positions or missing target | Check the slide settings and the user's target |
A report does not trigger a celebration | The report is backdated, the activity popup is off, the screen excludes the team, the user is hidden from screens, or the value is 0 | Check the report date, activity setting, screen setting, privacy setting and report value |
A report does not appear in the feed | The feed does not include the user's team or source, the report is below the threshold, or the user is hidden from the feed | Check the feed's teams, sources, threshold and the user's privacy settings |
What if this doesn't work?
Start in Data:
If the user has no reports there, the cause is usually the user setup, the team assignment, the integration mapping or missing source data. Check the user's status, team, mapping and external ID.
If the user has reports there, the cause is usually a filter, target, board setting, screen setting, feed setting or privacy setting. Check those before you change the user mapping.
If the issue still is not resolved, contact SalesScreen Support and include:
The user's name and email address
The team the user should belong to
The user's status: active, inactive or pending
The integration in use and the user's external ID
The activity or metric that is missing
The date and time of the relevant report or sale
Where the user is missing: reports, dashboard, TV screen, feed or celebration
The name or a screenshot of the relevant dashboard widget or screen slide
Steps you have already tried