Troubleshoot steps for Order Channel Dashboard

The Order Channel Dashboard of B2B Analytics provides an overview of online and offline orders in one dashboard. When troubleshooting data inconsistencies in the Order Channel Dashboard, you should determine if issues develop from the translation of data between the ERP and the order tables of the Admin Console or between the Admin Console and the Order Channel Dashboard.

The frontend visualization of the B2B Analytics product is powered by Google’s Looker product. The backend data of Order Channel Dashboard is linked to the data tables of the Admin Console of your Configured Commerce instance. The primary data source of the Order Channel Dashboard is your ERP, which is pulled into the order tables of the Admin Console via a standard integration job setup by your implementation partner. The order data received by the ERP is then further enriched by customer information available in other tables of the Admin Console.

The primary tables that are used for the Order Channel Dashboard are OrderHistory and OrderHistoryLine.

These tables are also referenced in the following dashboards: Abandoned Cart, Year Over Year Comparison, Customer Digital Engagement, Customer Statistics, eCommerce Campaigns, and Product Engagement.

The secondary tables that are referenced to enrich the order history data are:

Additional tables may be referenced in support of specific filters, such as the CustomProperties table for the customer and product group filters.

The most common difference between the Admin Console order tables and the Order Channel Dashboard is shipping and tax. The Order Channel Dashboard aggregates data at the order line level. This allows dashboards to be filtered by product, rather than order total. However, this design also requires that shipping and tax cost be excluded for all data aggregation. For example, the ‘Total Sales’ figure on the Order Channel Dashboard does not include totals related to shipping, tax, or any other cost that is applied at the order level instead of the order line level.

Troubleshooting step – When comparing data in Order Channel Dashboard to an export from your order tables of the Admin Console or the ERP, ensure shipping and tax lines are separated from product cost information and can be removed from aggregate totals. Comparing a subset of data for a specific time period or customer across the Admin Console and the Order Channel Dashboard can help to identify which order lines have been included or excluded from each export.

The Order Channel Dashboard includes a filter for Date Range. The date field that is referenced in this filter is the date field that is linked to the OrderHistoryLine data table. During the implementation of Configured Commerce, you or your partner may choose to use a different date convention for this data table. Please work with your partner to confirm which date this field represents.

Troubleshooting step – When comparing data in Order Channel Dashboard to an export from your ERP, ensure that the definition of order date is consistent across the two exports. You may need to include multiple date fields in the ERP export to determine which date field matches the Order Channel Dashboard data. For example, the primary date field of your Order History table could represent the date the customer submitted the order, the date your team confirmed the order or invoice, the date the order was fulfilled by the warehouse, or the date the order was shipped.

Since these dates could span several weeks or months, you must ensure that the filter applied to the Order Channel Dashboard matches the filter applied to the ERP export. For example, the group of orders placed by the customer in the month of January will not be the same group of orders shipped in the month of January.

The Order Channel Dashboard includes a filter for Order Status (the last filter in the More filters menu). The prepopulated statuses included in this filter is the set of filters that appear in the OrderHistoryLine table of the Admin Console.

Troubleshooting step – Please review this list of order statuses and confirm which status should be included in the definition of a completed sale, or “Total sales.” Based on the implementation of your OrderHistoryLine table, some statuses may need to be removed from the dashboard via this filter. For example, a status of QuoteRequested may appear in the OrderHistoryLine table but would not typically be included in Total Sales.

Option for resolution – If there is a set of order statuses from the OrderHistory and OrderHistoryLine tables that you would like removed from all B2B Analytics dashboards, the Optimizely engineering team can filter those statuses out of the backend data. Please reach out to your CSM to make the request if this is necessary for your instance. The CSM can create a ticket for our engineering team to make that change. Once removed, no orders with those statuses will appear on any dashboard in B2B Analytics that references the OrderHistory and OrderHistoryLine tables.

By default, the B2B Analytics product includes all orders in the OrderHistory and OrderHistoryLine tables. If there are test products or accounts that have been removed from all ERP reports, there will be a difference in aggregate totals between the ERP and Admin Console.

Option for resolution – The Optimizely engineering team can remove all orders related to specified test accounts and products upon request. If this is something that you would like implemented for your instance of B2B Analytics, please reach out to your CSM and provide the Account ID and/or Product ID. Once removed, no order data related to those accounts or products will appear in B2B Analytics.

If the above troubleshooting steps do not resolve the issues found on the Order Channel Dashboard, please reach out to your CSM to schedule a call with the Optimizely product and engineering teams.

You can also review our documentation on troubleshooting the Online Orders Dashboard.

If the Order Channel Dashboard, Online Orders Dashboard, and the Digital Analytics Dashboards provide accurate data, all 14 dashboards in B2B Analytics should be accurate because the other dashboards share the same data sources.