When your territory data doesn't align with your expectations, it is often due to a mismatch in how metrics are filtered or how the system's various views interpret account locations. Use the following troubleshooting in the displayed order to systematically identify and resolve common discrepancies.
1. Check if the balancing metric is aligned with the viewed metric
You may be comparing a specific segment (Tier A) against a global metric (Total Accounts).
Use filtered metrics that directly match your criteria. If balancing Tier A, ensure the viewed metric is also filtered for Tier A.
2. Check if a balancer chart is used
The map view for territory planning displays metrics based on firmographic account location, ignoring parent-child relationships and territory assignments. This causes mismatches between the map’s metric displays and data, plotting accounts based on their inherent location. It does not dynamically update based on territory assignments.
Use the Balancer Chart for an accurate representation of finalized territories and assignments.
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3. Confirm the selected level is correct
The levels setting can impact which data is included in the metric.
Click the level dropdown menu to the right of your chart and select the appropriate level your metric should be viewed at.
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4. If the metric is not visible and that level is correct, check if the metric was deleted
The metric or its relationship may have been removed from the system.
Go to Settings > Metrics. If the metric was deleted, add the metric you need and test.
If the test fails, contact your CSM.
Note
Modifying relationships is not possible. You must delete the existing relationship and create a new one to change how metrics are attributed. For example, to change metric attribution from Account Owner to SDR Owner, submit a support ticket. Do not attempt to alter the relationships without a CSM.
5. Issues persists after you complete troubleshooting
May be a potential backend or sync error with source data.
Validate calculations against your CRM, filter on specific accounts to isolate and validate data.
If they still don't match, submit a ticket to Fullcast Support with screenshots.