Troubleshooting Web Personalization (RTP) - Summary Report Issues

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All RTP users should be receiving a monthly and quarterly Summary Report.


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This email evaluates the performance of campaigns and recommended content and compares it to that of the previous month or quarter. Performance is based on click count and number of visitors converted to known leads, whether direct or assisted. Direct leads are visitors that clicked on a campaign or a piece of recommended content and filled out a form in the same visit. Assisted leads are visitors that clicked on a campaign or a piece of recommended content and filled out a form in a separate visit, up to 6 months in the future.


If you would like to unsubscribe from the Summary Reports, see this article. Otherwise, several potential issues with Summary Reports are outlined below along with their potential solutions.


Email Reports not Being Sent


Check Spam Folder

As a first step, try checking your spam folder. It's certainly possible that the email reports did not make it past your email client's spam filters.


Check Report Preferences

In your RTP settings, you will be able to enable or disable email reports. If you are expecting reports but not receiving them, it is possible the reports were disabled in your preferences. To check:


     Go to User Settings


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     Check the Email Report settings at the bottom of the page


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Make sure to check the box for Summary Report and whether you would like a monthly or quarterly (or both) report. This page is also where you will be able to manage any other RTP email reports you wish to be subscribed to.



Fewer Leads than Expected


Check Personal Regions Settings

Another page to check is the Personal Regions page. This page will allow you to display data in the Web Personalization platform and send email reports only related to the specified regions.



     In User Settings, click the Edit Regions button



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This should take you to the Set Personal Regions page:



RTP - Set personal regions.png



On this page, you will want to verify that any region you may have leads in is checked (marked as included in your Personal Regions). If regions that you have leads in are not included, the Web Personalization platform will not display data from that region or include it in the email reports. This means that if you have leads that are not included in your Personal Regions, their activity will not be included in Summary Reports.


Cross-Domain Tracking

If the visitor is shown a recommendation on one domain, but the recommended content is hosted on a different domain, two different sessions will be recorded. This divides the visit into two sessions:

  1. The click on the link to the recommended content, on the first domain
  2. The content itself and the form fill-out, on the second domain


Because the click and the form fill are in two different sessions, the lead will be recorded as an Assisted Lead rather than a Direct Lead. This applies for both top-level domains ( and and sub-domains ( and Cross-domain tracking will ultimately skew your metrics towards more Assisted Leads. To reduce the impact of this limitation, keep content recommendation and the content itself within the same domain when possible.



Data Includes Own Company


Clicks and visits from your own company can significantly skew your summary data, as your own employees may be visiting the company website on a daily basis. Because of this, it is important to exclude your own company from the organizations contributing to your Web Personalization data. To do this:


     Go to your Account Settings


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     Scroll to the bottom of the page to find the Exclude IPs field


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In order to exclude your company's traffic from your data and reports, you will need to know the outbound IP address of your company's network. You should be able to obtain this information from your company's IT department.

Once you have your company's outbound IP address, enter it into the Exclude IPs field and pressSave button.PNG