Sharing & Analytics Problems
If shared content isn't generating the Buyer Engagement information you expected, use the checks below to identify the most likely cause.
No Buyer Engagement data is showing
First check whether the content was shared using a tracked link.
Ekphrastic only records Buyer Engagement analytics for tracked shares.
If you shared an untracked link:
No tracked Sessions are created for that share.
No Engagement Time is recorded in Buyer Engagement.
No supported Interactions are recorded.
No Intent signal is generated from that activity.
An untracked link can still be used to share content, but it does not generate Buyer Engagement analytics.
For more information, see Tracked vs Untracked Links.
Check that you're viewing the correct tracked link
The same ROI Model, Resource or Collection can have multiple tracked links.
Each tracked link maintains its own engagement history.
If you know activity has occurred but don't see it where expected, check that you're reviewing the correct tracked link in Buyer Engagement.
Activity from one tracked link does not become the engagement history of another tracked link for the same content.
A tracked link has no Sessions
A tracked link needs to generate tracked activity before Sessions appear.
Creating the tracked link itself does not create a Session.
A Session is created when the tracked link is used and a tracked visit begins.
If there are no Sessions, this may simply mean that no tracked visit has yet been recorded through that link.
A Session has little or no Interaction activity
Sessions and Interactions are different measures.
A Session can exist without containing the interactions you expected.
Ekphrastic records supported interactions rather than every possible action performed while someone is viewing content.
If a Session contains fewer Interactions than expected, consider whether the actions performed are ones that Ekphrastic records as supported Interactions.
For more information, see Sessions & Interactions.
Engagement Time looks different from elapsed time
Engagement Time should not be interpreted as conventional time-on-page.
Ekphrastic measures Engagement Time using active tracking intervals.
Each recorded activity interval contributes 15 seconds to Engagement Time.
This means the value represents accumulated tracked engagement activity rather than an exact measurement of how long somebody had a page or piece of content open.
For example, it is more accurate to interpret:
8 minutes of Engagement Time
as:
approximately 8 minutes of recorded engagement activity
rather than:
proof that somebody continuously read the content for exactly 8 minutes.
For more information, see Understanding Engagement & Intent.
Intent isn't what I expected
Intent is calculated from selected recorded Interactions.
It is not based directly on:
How long a Session lasted
The number of times a link was opened
AI analysis of the buyer
The probability of a purchase
Different supported Interactions contribute different amounts to the Intent signal.
The current weighting is:
Report
+25
Link
+10
Author
+8
Save / Load
+5
The accumulated score is translated into an Intent classification:
Below 30
Passive
30–49
Engaged
50–79
High Intent
80 or above
Very High Intent
Review the underlying Interactions when you want to understand why a particular Intent classification has been reached.
High Intent doesn't mean ready to buy
High Intent and Very High Intent are Ekphrastic engagement classifications.
They do not mean that Ekphrastic has established that someone:
Intends to purchase
Is ready to buy
Has approved a proposal
Has reached a particular sales stage
Is a qualified opportunity
Intent describes qualifying engagement activity associated with the tracked link.
Use it as an additional signal alongside your knowledge of the opportunity.
I see multiple Sessions
A tracked link can generate multiple Sessions.
This does not necessarily mean that several different people viewed the content.
For example:
The same person could return using the link.
The link could be opened on several occasions.
The link could be forwarded to another person.
All of these situations can result in additional Sessions associated with the tracked link.
I don't recognise who viewed the content
Ekphrastic Buyer Engagement is link-based rather than independently identity-verified.
A tracked link tells Ekphrastic which link generated the activity.
It does not independently establish the identity of the person behind every Session.
Ekphrastic does not use the Session itself to provide verified buyer information such as:
Email address
IP address
Device identity
Geographic location
If a tracked link is forwarded, subsequent activity continues to be associated with that tracked link.
Important: Interpret Buyer Engagement as activity associated with a tracked share, not proof that a particular individual performed every recorded action.
Collection analytics look different
A tracked Collection represents a curated experience containing other content.
When content is opened from within the tracked Collection journey, Ekphrastic can associate supported activity involving that content with the Collection's engagement history.
This means Collection analytics can represent engagement across content accessed within the Collection rather than only the initial Collection open.
For more information, see Understanding Buyer Engagement.
I created another tracked link
Creating another tracked link does not replace the previous tracked link.
Each tracked link maintains its own engagement history.
This is useful when you want separate analytics for different shares of the same ROI Model, Resource or Collection.
When reviewing Buyer Engagement, make sure you're looking at the link associated with the share you're interested in.
I unpublished the content
Unpublishing content does not automatically delete existing tracked-link records or their historical Buyer Engagement information.
If historical analytics remain visible after you unpublish something, this is expected.
Unpublishing and deleting are different operations.
For more information, see Publishing Content.
I republished the content
Republishing content does not automatically create replacement tracked links.
Existing tracked-link records can continue to retain their historical engagement information.
You don't need to create another tracked link simply because content has been unpublished and subsequently published again.
Historical analytics disappeared after deletion
Deleting content is different from unpublishing it.
Deleting an ROI Model, Resource or Collection can remove its associated:
Tracked links
Sessions
Visit history
Buyer Engagement information
If historical analytics are important, consider whether you actually need to delete the underlying content.
Use Unpublish when your intention is only to change publication state.
Quick checks
No analytics
Was a tracked link used?
Tracked link has no Sessions
Has a tracked visit occurred?
Activity appears under another entry
Check which tracked link was shared
Few Interactions
Not every action is a tracked Interaction
Engagement Time seems unusual
It uses 15-second tracked activity intervals
Intent seems unexpected
Review the qualifying Interactions
Multiple Sessions
A Session does not equal a unique person
Viewer identity is unclear
Analytics identify tracked-link activity, not a verified individual
Analytics remain after Unpublish
Historical tracked-link data is retained
Analytics disappeared after Delete
Deletion can remove associated tracking history
Still having problems?
If a tracked link has been used but the expected activity isn't appearing in Buyer Engagement, contact Ekphrastic support.
Include:
The type of content being shared
Whether you used a tracked link
What activity you expected to see
What is currently displayed in Buyer Engagement
Any message displayed by Ekphrastic
Avoid sharing confidential customer information unless it is necessary and appropriate for resolving the issue.
Last updated