The triage method

The Triage Method

Use this 5-step process to diagnose any analytics issue.

Step 1: Confirm the problem

Be specific.

Don't say: "Data is broken" Do say: "Visitor count is 0 for [date range], was 50K yesterday"

Document:

• What metric/dimension is affected?
• When did this start? (exact date/time if possible)
• How much traffic affected? (all or partial)
• Which properties/segments affected? (all or specific)

Step 2: Check the AEP Debugger

See what's actually being sent.

1. Open AEP Debugger in browser
2. Navigate to the affected page
3. Inspect the hits:

- Is page name correct? - Are props/eVars populated? - Are events firing? - Are multiple hits being sent?

Finding:

• If Debugger shows correct data → problem is downstream (processing, storage)
• If Debugger shows wrong data → problem is in implementation

Step 3: Check real-time reports

See if Adobe received the data.

1. In Analytics: Tools → Real-Time Report
2. Select the affected metric
3. Wait 30 seconds for data
4. Do you see traffic?

Finding:

• If real-time shows data → problem is in processing/reporting
• If real-time is empty → problem is in collection/transmission

Step 4: Check processing rules

Did a rule modify or delete the data?

1. Admin → Report Suite Settings → Processing Rules
2. Review each rule:

- What condition triggers it? - What does it do? - Could it affect this metric?

Finding:

• If a rule matches → it may be deleting/modifying data
• Try disabling the rule (temporarily) and re-send data

Step 5: Check Workspace

Confirm whether data landed.

1. Build simple report: metric by date
2. Filter to the date range in question
3. Do you see the data?

Finding:

• If Workspace shows data → the issue is data quality (wrong segment, wrong grouping)
• If Workspace shows 0 → data did not reach report suite

Triage flowchart

Problem identified
    ↓
AEP Debugger: See data being sent?
  ├─ No → Fix implementation
  └─ Yes
      ↓
      Real-time report: Adobe received it?
      ├─ No → Check network, datastream config
      └─ Yes
          ↓
          Processing rules: Any rules modify it?
          ├─ Yes → Review rule logic
          └─ No
              ↓
              Workspace: Does data show?
              ├─ No → Report suite issue, contact Adobe Support
              └─ Yes
                  ↓
                  Data quality issue (segment, filter, grouping wrong)

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Next: No data arriving