How can we fix this Customer Journey metrics?

[jguidop]

Hi,

Due to an internal error, we had like 3000 contacts moved from Status MQL to Converted/SQL incorrectly. We have fixed this and reverted back to the correct stage, but the problem is that this has broken our Customer Journey reports, since we have now several contacts passing through the SQL status incorrectly at some point of time. 

Is there a way to fixt this so that our Customer Journey reports won´t show SQL status to the involved contacts? Please note that we do need to have SQL as a valid status, but for those that correspond.

[danmoyle · Accepted solution]

Thanks for the tag @kennedyp. Hi @jguidop and welcome to the community. Sorry for the delay. Between the INBOUND event and life, I'm finally getting back to questions. 

This has to be frustrating. It's too bad there isn't an easy reset here. I wonder if calling into HubSpot Support (niot chat or email, but a phone call) could help? Maybe they have a technical reset? 

Or it may be possible to segment the affected contacts. If it were me, I'd try to create a list of the contacts affected by the error and use this list as an exclusion in your Customer Journey reports. This could prevent those specific contacts from skewing your data.

I hope that helps!

[jguidop]

Hi Kennedy, thanks for your response. Here are two examples. You can see that there are quite a lot of Contacts in "Converted" Stage. In reality, only 10% aprox were really converted, the rest were incorreclty moved to converted at some point in time but then fixed and are now MQL again. How can we make sure that they don´t spoil the graphic?

[kennedyp]

Thanks for those screenshots! I am having trouble trying to figure out how to work around this. It doesn't appear possible to segment the contacts that were set to SQL and then exclude that list from that stage. Maybe some of our experts can help out here: 

Hey @danmoyle, @karstenkoehler, @Josh do you have any ideas to work around this lifecycle stage customer journey report? 

Best, 
Kennedy

[kennedyp]

Hi @jguidop! Welcome to the Community-- happy to have you here 😊

I understand your goal is to exclude certain contacts from the SQL stage of your Customer Journey Report as they were set to SQL by accident. There may be a way to adjust the filters of the journey. Can you share screenshots of how you set up the journey in your report? I'd be happy to take a look and try to come up with a workaround! 

Best, 
Kennedy