How are leads completely absent from my segmentation?!

[Tyson_Jurgens]

I have a stumper and I'm hoping someone has wise words:

I built the following Engagement segmentation for a client, but when I approved it I found only about 1/7th of my leads were actually IN the segmentation. I toyed with the filters for the "01-Not Engaged" segment to try to capture more of them, re-approved it, and at the moment my segmentation rules look like this:

Pretty great, cascading rules, no one should fall into Default, looked fine to me. So I was confused when, after being re-approved and re-segmenting the leads, I saw this:

Confusing because our lead database has ~688k records. So I waited overnight and this morning I checked in and nothing had changed. So I ran a People Performance report (created at all time, by Engagement Segment, no smart list rules) and found this:

Anyone ever seen Marketo deliver "Empty" for a Segment value before?! What's going on?! And how do I fix it?!

[Grégoire_Miche2]

Hi Tyson,

Empty means these persons are member of the default segment. But this really weird as it normally should show "default" and not "empty".

The only possibility I see is if the segmentation is created in a workspace that covers only part of the database and you run the report in a global workspace.

Otherwise, you should call support in.

-Greg

[Tyson_Jurgens]

Nope, no workspaces or partitions in place with this client... I was thinking support ticket but figured I'd pitch it to the group first.

[Josh_Hill13]

Support is the only way to resolve this.

I have had a ticket (that I'm not sure was resolved) where Segmentations showed every lead, ever in the database. So even if we had 1M, the Segmentation showed 2M on that screen.

[Tyson_Jurgens · Accepted solution]

Grégoire Michel​ and Josh Hill​ we found the bug.

Using "Behavior Score is empty" in the segment smart list was not picking up the leads where Behavior Score = NULL. Definitely should have been, definitely was not. That's why they weren't even qualifying for the Default segment...

Ran a batch to change all Behavior Score = NULL to 0, and they all were instantly placed in the correct segment. I let Support know about the bug.

For this client, Marketo consulting set up their scoring module, so I wish the consultants would standardize the process of populating 0 on launch instead of leaving that score field null and waiting for the first engagement to populate it.

[Grégoire_Miche2]

Hi Tyson,

Thx for letting us know

-Greg