When the Numbers Look Wrong
Usually a missing step, occasionally a real surprise.
Most reporting complaints about webinars come down to a step that has not run yet, or to a number that is accurate but not measuring what the reader assumed.
Known Issues
Attendees have statuses but no watch times
Attendance has not been finalised.
Finalise it from the console. Until then you have presence rather than duration, and the partial-versus-attended split is not meaningful.
Someone who definitely attended shows as a no-show
They did not arrive through their own registration link.
Attendance attaches to the token in each registrant's link. For a live session, check whether they were matched to a contact on the console — a meeting only supplies display names.
Attendance is higher than it should be
A shared link.
Several people watching through one registrant's link all count as that registrant. The watch time will look unusual too — often more than the session's length.
No follow-up emails went out
Processing has not run, or nobody is recorded as attended.
Check the registrant list first. Processing only covers attendees, so a webinar where attendance was never finalised may have nobody for it to act on.
The attendance rate looks great but nothing came of it
Attendance counts arrival, not watching.
Look at watch percentage rather than the count. A room full of people who left in the first two minutes is an attendance success and a content failure.
Poll results do not match what attendees told me
The poll was attached with simulated results.
What attendees saw was prepared percentages. The individual answers are still recorded against each person.
Replay views are not counted as attendance
Correct behaviour.
Replays are recorded separately, with their own count and most-recent date. Someone who only ever watched the replay is not an attendee, which is usually what you want.
Frequently Asked Questions
Partial means they started and did not get far enough through to count as having attended. Both are recorded with an actual watch figure, so you can apply your own threshold rather than relying on the label.
They are recorded as registrations. They are shown the ended page and offered the replay, and replay views are tracked separately from attendance.
Yes — each attendee's chosen slot is kept, in their own timezone. It is the most direct evidence you will get of when your audience wants to watch.
No. Archiving keeps the registrations, the attendance, the answers and the conversions. Deleting is what removes them.
Need More Help?
If attendance has been finalised and a specific attendee's watch time still looks impossible, send us the webinar and that attendee's email address.
Contact Support