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Why is there a discrepancy between widgets, Data Explorer, and overview numbers?

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Shannon.C

I’m having some difficulties understanding how Pendo is gathering the metrics for device type for one of our apps.

I’m currently trying to report on how many users logged in to one of our apps by device type. When I go to “Visitors,” it shows that the app had a total number of 19.5k visitors from Apr 1-Jun 30, 2023.

I ran a report in Data Explorer to show the number of unique visitors in the app by device type. This report is showing 25,884 unique visitors with any activity. Then, it’s showing 15,801 unique visitors on desktop, 9,646 on mobile, and 437 on tablet, which doesn't add up to 19,500.

But then, looking at the dashboard widget for device usage for this app, it’s showing different numbers (14,670 visitors on desktop, 8,676 visitors on mobile, and 409 visitors on tablet).

Can someone help explain why these numbers are all different? 

Thank you!

1

Comments

4 comments
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  • Avatar
    Erica Akroyd

    Hi, Shannon.C - 

    This looks like something our Technical Support team will want to investigate deeper. I see you're on a package that includes support, so please follow these steps to contact them.

    0
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    Kelsie Wilson

    Did you ever come across a solution for this? I'm having the same experience: the Device Type widget pulls numbers differently from the Device Type filter (filtering the pages visited).


    0
  • Avatar
    Shannon.C

    Hi Kelsie,

    I opened a ticket with Pendo Support and received this answer from them:

    "This is due to visitors being able to access the app from different devices during the time period. If they visit from Desktop once, and Mobile another time, they'll appear in each row on the Data Explorer (the rows I'm referring to are Mobile/Desktop/Tablet). Thus, visitors can appear twice in the Data Explorer, but only once on the Visitors Page."

    I'm not sure if this is the same situation you're seeing in the Device Type Widget and Device Type Filter, but it might be beneficial to open a ticket with Pendo Support to have them investigate more.

    Hope this helps!

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    Kelsie Wilson

    Interesting, it sounds similar. Maybe I'll follow up with Pendo just in case. Thanks, Shannon!

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