Skip to main content
hamburger menu Created with Sketch.
Veeva Support EU Holiday: Aug 20th - 21st - Limited staff, please plan accordingly

Search the Knowledge Base

Why are Calls Not Calculated Into the Multichannel Cycle Plan in Veeva CRM?

  • Updated

Overview:

Why are calls not calculated into MCCP in Veeva CRM, even if the calls match the Cycle Channel Criteria? Another indication of the error is that the MC Cycle data is not calculated at all.

Root Cause:

  1. The value(s) of the Status field of the MCCP record(s) (MC Cycle, MC Cycle Plan, MC Cycle Plan Target...) does not match the API name of the available picklist items.

    The reason may be caused by an incorrectly performed data load, incorrectly set up custom solution (such as an Apex job), or custom integration process.

  2. The Territory value of the Call does not match with the MCCP's Territory value and/or any of the MCCP's Owner's Territory and/or any of the related MCCP Target Account's Territory.
  3. The Account value of the Call record does not match with the related MCCP Target's Account value.
  4. The Call's Call Date value is not between the MCCP's Start Date and End Date value.
  5. The MC Cycle Channel record that is associated with the MCCP Channel is not the same as the MCCP's Parent MC Cycle's MC Cycle Channel record. It can happen due to a bad data load.
  6. When an MCCP calculation job fails, which is related to the MCCP, the Calls also do not get calculated.
  7. The related MCCP Channel's Channel Activity Max value caps the Interactions value, hence the Call does not get considered in the Interaction value.

Solution:

  1. Make sure that the value of the Status fields are correct.
  2. Make sure that the Call's Territory value matches with the MCCP's Territory value and that the Owner of the MCCP and the MCCP Target Account also have this Territory assigned to them.
  3. Make sure that the values match.
  4. The Call's Call Date value must be between the MCCP's Start and End Date, otherwise the call does not get calculated.
  5. Make sure there is no mismatch related to MC Cycle Channel(s).
  6. Make sure to correct the errors, for more information please check the following article: How to Handle a Processing Error in Multichannel Cycle Plan Admin Console in CRM Online?
  7. You can adjust the Channel Activity Max value to reflect newer calls in the Interaction values: What are the Purposes of the Channel Activity Max and Product Activity Max Fields in the Veeva CRM MCCP Functionality?

Example Veeva CRM SOQL query to check the related Call records:

Select id,name,Status_vod__c,Account_vod__r.Name, Call_Date_vod__c,Owner.Name,Account_vod__c from Call2_vod__c where Account_vod__c = 'ACCOUNT_ID' and Call_Date_vod__c >= 2025-07-01 and Call_Date_vod__c <=2025-09-30 and Territory_vod__c = 'TERRITORY_NAME' and Call2_vod__c.Status_vod__c = 'Submitted_vod' (MORE MC CYCLE CHANNEL CRITERIA COMES HERE)

Related Documentation:

CRM Help Documentation:

Knowledge Article:

 

Powered by Zendesk