This article will give you the principles for troubleshooting dashboards and reports, rather than a guide to troubleshoot specific reports. This guide is relevant for Salesforce administrators and sales enablement teams.
Issue: Gong Reports or Gong Dashboards folders not showing
Make sure people can see the Gong reports and dashboards folders when they navigate to their available reports or dashboards.
If they can't see the Gong Dashboards or Gong Reports folders, then check the sharing permissions for both folders:
Add anyone who doesn't have access to the dashboards and reports, and define the manage, edit, and view settings for the folders.
Issue: No data in the report
There can be a few reasons that data isn't showing in the reports. Check the following:
Check the Show Me filter
The Show Me filter defines the scope of records that users are exposed to. It can be set to be org-wide, or restricted based on roles and hierarchies.
Check the Show Me filter gives access to data you need.
Check the Opportunities Stages filter
In some reports, additional filters include opportunity stage values. If your org has tailored the names of the opportunity stages, check that the names of the stages in the filter are the ones used by your org.
Check the Contact Titles filter
The following reports use contact titles:
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Closing Opps w/o their VP participation
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Closing Opps with your VP participation
The reports are designed to show late stage opportunities with or without power on the deal. Consider adjusting the titles that represent power in your specific space.
Check the configuration of Gong trackers that are pushed to Salesforce
The following reports use the Competitors tracker:
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Win rate per Q for competitive Opps by Competitor
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No. of open Opps per Q per competitor
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$ pipeline impacted by competitive Opps
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$ value of won Opps with competition
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Competitive Opps closing this Q
Check that the Competitors tracker is being pushed to Salesforce. Some reports, such as Win rate per Q for competitive Opps by Competitor, allow for greater granularity. Make sure that you check the Include separate tracker for each phrase in the group to see that granularity in the report (go here to learn how).
Note that if you update this setting, Gong reloads data for all calls that were previously pushed to Salesforce, and updates the report. This process may take 48-72 hours to complete.
Issue: I can't see my standard objects custom fields
Your reports and dashboards are up and running, and you want to view some of your custom fields, or use them as filters, yet they are unavailable for selection in the reports builder - what's going on?
The Gong for Salesforce app provides 3 custom report types that are used alongside the packaged reports:
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Trackers appearing in opportunities
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Topics appearing in opportunities
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Opportunities with Gong Conversations and Contacts
As custom report types are part of a managed package, they can't be updated. Likewise, the fields available for these custom report types can't be updated.
To work around this limitation, do the following:
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Clone the managed Custom Report Type.
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Save the cloned custom report type.
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In the clone, click Edit Layout to add additional custom fields.
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Select the opportunity fields you need, and drag the available custom fields that are not included in the layout.
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Click Save.
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In the Reports page, click New Report and select your newly created custom report type in the report builder.
Issue: No data in the dashboard
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In the Gong for Salesforce setup, make sure the push call data option is checked.
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Check for trackers - make sure all phrases are there.
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Click Edit >
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In the Properties window, set View Dashboard As to Let dashboard viewers choose whom they view the dashboard as. to ensure they can see the data in the dashboard.
It takes approximately 24 hours for all the Gong data to be accessible from the Dashboard.
If your issue isn't covered in this guide, contact us at support@gong.io.