If you’ve noticed a slight difference in data from a report generated directly in the Gladly UI/CSV versus a report generated through a 3rd party analytics tool, the difference could be caused by your Customer’s browser privacy settings.
How data is tracked between Gladly and the API #
Gladly tracks events triggered by the Customer’s actions as they interact with Gladly services. Our API “sends” these events to 3rd party analytics tools you might use, like Calabrio and Google Analytics. You may have your own trackers that track activities separately from Gladly.
Why could there be a difference between Gladly and API collected data #
Several factors could present a difference in collected data between Gladly and your analytics tool. These factors are primarily due to increased emphasis on privacy.
- Ad Blockers – Some ad blockers prevent certain activities from being captured by analytic tools.
- Do Not Track – When enabled, it could reduce the number of activities captured by analytic tools.
- Filters – If you don’t have your analytics data adequately filtered, you could (unintentionally) see a reduction in captured data.
What you can do if there is a difference in reported data #
It would help if you considered an acceptable margin of error on reported data because we have no control over a user’s browser privacy settings. Check out this study 
regarding analytics data loss.
