Analysis FAQs

How does Heap measure daily, weekly, and monthly active users?

Measuring your daily, weekly, and monthly active users, known as DAU, WAU, and MAU, can give your team a baseline…

What does ‘Other’ mean in my analysis results?

Other is where all of your analysis results that were too small in number to be displayed as part of…

What does Average Time Between measure?

Average time between in Heap measures the average time it takes for a user to complete Event 2 after performing…

How do I get the Marketing Channel/Initial Marketing Channel defined properties?

You can define the marketing channel and initial marketing channels properties in Heap by defining default properties available in two…

What’s the difference between average time between and first-time retention, and how should I use them?

Average time between (in the Graphs module) and first-time retention (in the retention module) are the two ways to measure…

How do I filter out None/null results?

You can filter out None/null results in Heap by adding a filter that requires the property that you are grouping…

How do I see time spent on page?

Heap does not have a default ‘time spent on page’ event. However, you can use the Average Time Between graph analysis to…

How do I track my bounce rate in Heap?

Heap doesn’t currently offer a feature to track bounce rate. This is for the same reason we don’t provide time…

What is the max size of CSV exports?

The max size of a CVS report in Heap varies based on where you download it. When you download a…

User and Session IDs aren’t showing up correctly when I import CSVs into Excel, how do I fix this?

When importing CSVs into Excel, excel automatically converts BIGINTS into scientific notation. This results in your user and session IDs…

Why do I see referrers from my own domain in Heap?

There are a few reasons why you may see referrers from your own domain in Heap: The Session has timed…

Why do values in my analysis change when I change the date range?

When graphing average time between and conversion rate, you may notice the values change when you update the date range,…

Why do pageview Snapshots return so many “none” values?

When analyzing Snapshots of pageviews, you may notice they are returning high volume of None values in your results. This…

I see session time in the Users view but not in other parts of the app. How can I track time on a page or the average time per session?

While we calculate session time on the fly in Users view, time isn’t a metric we track in Heap, so…

I see users in the Users View with no events. What causes this?

This means that the user record was created by either a server-side Add User Properties API call or by one of our…

Why is the count in my funnel different from the count in my graph?

In Heap, a graph and a funnel are measuring two different things. While a graph is measuring an event count, a…

Why is the count in my funnel different from the count unique in my graph when grouped by something?

Just as how graphs and funnels count things differently, they also group results differently because they are measuring different things.…

Why are some iPad sessions showing up as desktop sessions in Heap?

Because iPad browsing is becoming more similar to web, Safari version 13.0 and above uses a ‘Desktop-class’ experience by default,…

I’m seeing a difference in data between Heap and another analytics tool.

One of the most common causes of data discrepancies between Heap and other tools is when Heap is installed via…