Why are there fewer users in the segment with a custom field?

Issue

• We would like to create a segment with a custom field as the condition.
• We can see that the number of users displayed is less than it should be. Why?

Environment

• Analytics Cloud

Resolution

• The number of users depends on whether the user was recognized as a known user by Analytics Cloud.
• There are 3 conditions that affect if the user becomes part of the segment or not:
  1. Is the custom field filled?
     ↳ If not, it should have a value that corresponds to the one in the segment condition.
  2. Was the user created before the custom field sync?
     ↳ If not, the users should be resynced, please see Syncing Contact Data from DXP for further details.
  3. Is the user a known individual?
     ↳ If not, the user needs to log in.
• There are some potential scenarios below that show why certain users may not be part of the segment.

Index	User Name	Is the Custom Field filled?	Was the user created before the Custom Field Sync?	Known Individual?	Part of the Segment?	Reason
1	User A	yes	no	yes	no	The user was created before the custom field was synced.
2	User B	yes	yes	no	no	The user is not a known individual.
3	User C	no	yes	yes	no	The user's custom field is not filled
4	User D	yes	yes	yes	yes	The user is a known individual, the custom field is filled and is identified as a known individual.

 

Additional Information

• Adding Custom Fields
• Creating Segments