What/When:  An automated email report is sent Daily each morning containing Tag Anomalies.  The report contains domains who are not sending the normal/expected level of web leads via the Clarivoy Tag, based on historical averages.  

Who: CSLs receive a report with their clients only (based on clients linked on the Clarivoy Clients Monday board).
Ops Team receives a report with Source Reports properties (where Source Reports=TRUE).

Sample Report:

Action Required:

1. Proceed to the Web Traffic by Domain report in Looker to see if the tag has stopped reporting
   
    
2. Click the website link in the report and use the Clarivoy Tag Assistant Chrome Extension to confirm placement on the website.
   1. If the domain does not load:
      1. Search Google to see if the dealership has a new website or new name.
      2. If the dealership is out of business:
         1. Paid Subscriptions: 
            1. Find the dealer on the Clarivoy Properties board.
            2. Create an update and tag the CSL explaining that the dealership shows as OOB on Google and the domain no longer works.
            3. CSL will contact the dealer to confirm and follow normal Cancellation processes.
         2. Source Reports: 
            1. Find the dealer on the Starter/Basic Properties board (search by domain).
            2. Create an update explaining that the dealership shows as OOB on Google and the domain no longer works.
            3. Set Update Subscription column to Cancel Immediately.
      3. If Google still shows the same information: It's possible their website is down or they are in the middle of switching website providers.  Check again daily for the next 3 days.  If the website fails to load for 3 or more days:
         1. Paid Subscriptions: 
            1. Find the dealer on the Clarivoy Properties board.
            2. Create an update and tag the CSL explaining that the domain no longer works but Google does not show the dealer as OOB.
            3. CSL will contact the dealer to confirm the situation and take appropriate action as needed.
         2. Source Reports: 
            1. Find the dealer on the Starter/Basic Properties board (search by domain).
            2. Create an update tagging the Ops Specialist responsible for Source Reports, explaining that the domain no longer works but Google does not show the dealer as OBB.
            3. Ops Specialist will contact the dealer to confirm the situation and take appropriate action as needed.
      4. Domain Changed but Same Store Name - If the dealership has a new website but has retained the same store name:
         1. In the DMUI Properties page, search by Property ID.
         2. Next to the property, click Edit.
         3. Remove the inactive domain from the domain list and add the new domain.
         4. Click Save.
         5. Update the Properties board
            1. Paid Subscriptions: 
               1. Find the dealer on the Clarivoy Properties board.
               2. Update the Primary Domain column, removing the old domain and adding the new domain.
               3. Create an update and tag the CSL explaining the situation.
            2. Source Reports: 
               1. Find the dealer on the Starter/Basic Properties board (search by domain).
               2. Update the Primary Domain column, removing the old domain and adding the new domain.
            3. Create an update an
      5. Buy/Sell - If the dealership has a new store name (likely a buy/sell):
         1. Paid Subscriptions: 
            1. Find the dealer on the Clarivoy Properties board.
            2. Create an update and tag the CSL explaining the situation.
            3. CSL / CS Support will contact the dealer to confirm and make updates as needed in the DMUI and on the Properties board.
         2. Source Reports: 
            1. Find the dealer on the Starter/Basic Properties board (search by domain).
            2. Create an update and tag the Ops Specialist responsible for Source Reports, explaining the situation.
            3. Ops Specialist will contact the dealer to confirm and make updates as needed in the DMUI and on the Properties board.
   2. If the tag assistant shows a Green box:  The tag is loaded correctly.
      1. Potential Causes:
         → This may be a fluke (their website could have been down).
         → A website compliance tool is blocking the tag from firing.  Engineering will investigate and escalate as needed.
      2. Action: Watch and see if the site continues to appear on the Tag Anomalies report for multiple days in a row.  If they appear for 3 or more days, open a ticket on the Tickets Board explaining the situation.  Category=Clarivoy Web Tag Data
   3. If the tag assistant shows a Red box with “No tags found”:  The tag has been removed OR the tag is not placed correctly.
      1. Look at the page Source Code to verify if the tag is present (right click in a blank spot on the webpage -> View Source Code -> CTRL+F to find -> search for "clarivoy")
         1. Alternately, press F12 in Chrome to open Inspector -> Sources tab -> look for tags-cdn.clarivoy.com
      2. If you find clarivoy in the source code:
         1. Go to the DMUI Tag Setup page
         2. Click the Property dropdown box
         3. Unselect any property that is already selected
         4. Search for the property and check it
         5. Click Go
         6. Confirm that the tag matches what is listed next to “Clarivoy Tracking Code”
         7. If the tag code does not match exactly, see Incorrect Tag below.
         8. If the tag code matches exactly, there may be another problem.  See Problem Cannot Be Identified below.
      3. If you do not find Clarivoy, the tag has been removed.  See Tag Removed below.
   4. If the tag assistant shows a Red box with “Clarivoy tags found”:  the tag is on the site but there is a problem, typically with the property setup.
      1. The most common causes are:
         → LFI is set to FALSE on the property
         → Domain is not entered on the property    (why would they appear on the report then?)
         → Domain is entered incorrectly on the property
      2. Action: 
         1. Verify if the property has an active subscription with us.
            1. Paid Subscriptions: 
               1. Find the dealer on the Clarivoy Properties board.
               2. Active Subscription = property is in one of the Onboarding, Active, or Pending Cancellation groups
                  1. XXXXX
            2. Source Reports: 
               1. Find the dealer on the Starter Properties board (search by domain).
               2. Active Subscription = property is in one of the Onboarding or Active groups.
               3. Inactive Subscription = property is in one of these groups:
                  1. Upgraded to MTSA = Search for dealer on Clarivoy Properties board (see Paid Subscriptions above).
                  2. Inactive = Dealer has cancelled.  Search for dealer on Clarivoy Properties board (see Paid Subscriptions above)
               4. If they have an active subscription: check that LFI=TRUE.  If it is set to False, set it to TRUE and click Save.  This typically resolves the issue.
               5. If the domain continues appear on the tag anomalies report for 5 or more days after making this correction, open a ticket on the Tickets Board explaining the situation.  Category=Clarivoy Web Tag Data
         2. If it is an ACTIVE client: 
            1. In the DMUI Properties page, search by the domain (just the domain only, don't include https://www.)
            2. If you find a property:
               1. Click Edit
               2. Confirm the domain is entered under domain and matches exactly.  If not, make corrections (remove the incorrect domain and add the new domain).
               3. Verify that LFI = TRUE
               4. Click Save
               5. If the domain was correct and LFI=True, continue to monitor the anomalies report.  If the domain continues to appear on the report for 5 or more days, open a ticket on the Tickets Board explaining the situation.  Category=Clarivoy Web Tag Data
            3. If no results come up, the domain is not on a property.  
               1. Find the correct property (or create it if it does not exist) and add the domain to the property.
               2. Click Save.
         3. If it is an INACTIVE client: 
         4. XXXXXXXX
             
3. TAG REMOVED:
   1. If it is an ACTIVE client:
      1. Client is Pending Cancellation - Tag the CSL
      2. Not Pending Cancellation - The client needs to be notified that the Clarivoy tag is no longer on their site, and therefore we are unable to track their web traffic.
         1. Paid Subscriptions - On the Clarivoy Properties board item, create an update tagging the CSL and notify them the tag has been removed (specify the domain) and that they need to contact the dealer.
         2. Source Reports - On the Starter Properties board, set Monthly Processing Status to Tag Removed.  Automations will email the dealer and let them know they need to add the tag back.  The dealer will continue to receive notifications weekly for 28 days.  If they do not respond within 30 days, they will automatically be set to Inactive.  See Tag Removed for Starter/Basic for full details on this process.
             
   2. If it is an INACTIVE client:  Investigate why the property is appearing on this list. Reasons could include:
      1.  
      2. Website no longer active - Edit the property and remove the inactive domain, then click Save.
      3. Client is no longer active with us - Edit the property and Set Tag Monitor to FALSE, then click Save.
          
   3. If you cannot locate the client on either Properties board:
      1. Client may be prospective and has not yet loaded the tag onto their site.   How would we know that Sales set this up and needs to be notified???
          
4. TAG INCORRECT:
   1. If corrections are needed to the property setup, go into the Dashboard and make corrections, which could include:
      1. Removing an inactive domain from the domain list
          
5. PROBLEM CANNOT BE IDENTIFIED:
   1. Action: Watch and see if the site continues to appear on the Tag Anomalies report for multiple days in a row.  If they appear for 3 or more days, open a ticket on the Tickets Board explaining the situation.  Category=Clarivoy Web Tag Data
   2. Potential Causes:
      → This may be a fluke (their website could have been down).
      → A website compliance tool is blocking the tag from firing.  Engineering will investigate and escalate as needed.

Technical Details

Details of the process that send the alert can be found here:  https://clarivoy.atlassian.net/wiki/x/AoDSFg

This is made possible by an integration on the backend by a Monday API ↔︎ Postgres Integration that assigns CSLs to Clients in Postgres tables.  Details of the CSL assignment integration can be found here:  https://clarivoy.atlassian.net/wiki/spaces/PRODUCT/pages/440860680/CSL+to+Client+Property