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Why am I not seeing certain users or accounts?
Why am I not seeing certain users or accounts?
Derek Skaletsky avatar
Written by Derek Skaletsky
Updated over a week ago

In your first few days or weeks of use you may not see all of your users or accounts. That is because Sherlock is only able to report on Active Users.

We consider an “Active User” anyone who triggered one of your scored events during the engagement period selected (daily, weekly, monthly).

As these users login and perform scored events, you will start to see them in Sherlock.


  • Add a Login or Viewed Home Screen event to your scoring profile.

  • Adding those events to your scoring profile will make sure all users who visit your offering will be accounted for.

If you still aren't seeing those accounts/users after a week or so, it may be time to have your success team reach out to them and re-engage your customers.

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