Overview

If you compare Facebook (Meta) native analytics to Khoros Marketing Analytics for the same Reel/video post, you may see different totals for metrics such as Views, Video Views, Impressions, Reach, or Video Viewers. These differences are most commonly caused by comparing metrics that are not defined or calculated the same way between the two systems, and/or by normal timing/API differences between what Meta shows in the UI and what Meta provides through the API to partners.

To troubleshoot, the goal is to (1) identify the exact metric(s) you are viewing in Khoros and Meta, then (2) compare equivalent definitions (for example, total counts vs unique people, impressions vs reach, and the specific video view threshold such as 3-second, 30-second, or complete views).^[5][4]

Solution

Before you start: If the post is very recent, allow up to 24 hours for Meta to provide verified metrics to partners and for Khoros to fetch/aggregate/index the data.^[5]

1. Identify the exact metric you are charting in Khoros (and whether it’s a custom metric).

   1. Open the Analytics dashboard that shows the mismatch.
   2. Click Edit, hover the widget, click the Pencil, then open Display Settings to confirm the exact metric(s) selected for the widget.^[3]
   3. If the widget uses a custom metric, open Social Marketing > Analytics > Custom Metrics to review the underlying calculation and the base metrics it includes.^[2]
   4. Make note of whether your selected metric is a count of times (for example, impressions or video views) or a unique people metric (for example, reach or video viewers).^[5][4]

2. Confirm you are comparing equivalent (apples-to-apples) definitions.

   • Impressions vs Reach (times vs unique people): Khoros defines Reach as unique people and Impressions as total views (a single person can generate multiple impressions). If you compare a unique metric in one system to a total-count metric in the other, the numbers will not match.^[5]

   • Video Views vs Video Viewers (total vs unique): Khoros provides both “views” (total count) and “viewers” (unique users) video metrics in exports. Ensure you are comparing total-to-total or unique-to-unique.^[4]

   • Different video view thresholds (3-second, 30-second, complete): Khoros offers multiple Facebook video view metrics with different thresholds (for example, 3-second views, 30-second views, and complete views). These are different metrics by definition, so they will not match a general “Views” number unless Meta is showing the same threshold/definition. Use the Posts export documentation to understand which native Facebook metric corresponds to the specific Khoros metric you’re using.^[4]

3. Practical example: If Meta shows a high-level “Views” total for a Reel, but your Khoros widget is using a specific thresholded metric (for example, 3-second video views or 30-second video views), a lower number in Khoros can be expected even when ingestion is working correctly.^[4]

4. Use a data export when you need strict metric-name matching.

   For Facebook post metrics, a Posts export can help you compare the Khoros metric to the corresponding native Facebook metric name listed in the export documentation (including view/viewer variants and view thresholds).^[4]

5. If a discrepancy remains after you verify equivalent metrics, contact Support with a clear comparison set.

   Please include:

   • Post URL(s) (examples: <facebook_post_url>)
   • Date range used in both systems
   • The exact Khoros metric name(s) used (including any custom metric name + its definition)
   • The exact Meta native metric name(s) used (as shown in Meta’s UI)
   • Screenshots from both platforms showing the metric name(s) and totals
   • The dashboard URL where the widgets are

6. You can open a Support request from the Marketing Help Center.^[6]

<supportagent>

Support triage note: Start by confirming whether the customer is comparing non-equivalent metric definitions (unique vs total; impressions vs reach; video viewers vs video views; and the specific video view threshold such as 3-second/30-second/complete). If they are already comparing equivalent definitions and the delta is still material, collect post URLs, the exact metric names on both sides, the date range, and screenshots.  Make use of the ingest debugger (https://ingest-debug.spredfast.com/vpc/metrics) to check the values pulled from Meta directly.

</supportagent>